CHECK YOUR TRANSACTIONS, Amazon now giving out FBM refunds with no messages, no claims and no notification.....
Maybe this isn't new and we're just now noticing, when a customer contacts Amazon now with an issue they're just handing out refunds.
We had a random refund for return to seller that was actually delivered, we only noticed because the customer purchased again and contacted us for a different shipping carrier. Support instructed us to file a Safe T claim and we got a refund. That's great I guess but just another problem to watch for, but that isn't the issue here it just led to the rest.
We then decided to check our transactions filtered for refunds only and found two more refunds where Amazon decided to just give our money away. It's a food product that isn't returnable, typically in the past if there is an issue Amazon will send us a message and we will work it out with the customer.....worst case scenario a claim is filed. None of that happened they just gave them a refund without warning or any communication. We contacted support and they gave us conflicting reasons in the same reply for the refund with these lovely instructions:
- Packaging: Ensure robust inner packaging for food products. Even if outer packaging survives transit, the contents inside can be damaged if not properly cushioned or separated.
- Product Quality: Inspect items before shipping to confirm they are not expired, leaking, or defective.
- Photographic Evidence: Take photos of products before packaging and during the packing process. This documentation strengthens SAFE-T claims if a refund is issued later.
- Buyer Communication: Proactively communicate with buyers through Buyer-Seller Messaging after delivery to address any issues before they contact Amazon Customer Service. Resolving issues directly with the buyer protects your account health.
- Listing Accuracy: Ensure your product listing accurately describes the item (ingredients, quantity, size, condition) to avoid "Item not satisfactory" claims due to mismatched expectations.
- Monitor Returns Dashboard: Regularly check your Returns and Recovery: Insights and Opportunities dashboard in Seller Central to monitor return/refund patterns and identify recurring issues.
Totally ridiculous, we're now being told how to ship things, to take pictures during the process and a lecture about communication when there was none!
Both FBM both shipped Amazon Buy shipping delivered as normal, just randomly refunded. So now apparently all a customer has to do to get a full refund is contact Amazon. No messages, no claims.....just free product.
I'm going to file claims but I doubt that will do anything here.
CHECK YOUR TRANSACTIONS, Amazon now giving out FBM refunds with no messages, no claims and no notification.....
Maybe this isn't new and we're just now noticing, when a customer contacts Amazon now with an issue they're just handing out refunds.
We had a random refund for return to seller that was actually delivered, we only noticed because the customer purchased again and contacted us for a different shipping carrier. Support instructed us to file a Safe T claim and we got a refund. That's great I guess but just another problem to watch for, but that isn't the issue here it just led to the rest.
We then decided to check our transactions filtered for refunds only and found two more refunds where Amazon decided to just give our money away. It's a food product that isn't returnable, typically in the past if there is an issue Amazon will send us a message and we will work it out with the customer.....worst case scenario a claim is filed. None of that happened they just gave them a refund without warning or any communication. We contacted support and they gave us conflicting reasons in the same reply for the refund with these lovely instructions:
- Packaging: Ensure robust inner packaging for food products. Even if outer packaging survives transit, the contents inside can be damaged if not properly cushioned or separated.
- Product Quality: Inspect items before shipping to confirm they are not expired, leaking, or defective.
- Photographic Evidence: Take photos of products before packaging and during the packing process. This documentation strengthens SAFE-T claims if a refund is issued later.
- Buyer Communication: Proactively communicate with buyers through Buyer-Seller Messaging after delivery to address any issues before they contact Amazon Customer Service. Resolving issues directly with the buyer protects your account health.
- Listing Accuracy: Ensure your product listing accurately describes the item (ingredients, quantity, size, condition) to avoid "Item not satisfactory" claims due to mismatched expectations.
- Monitor Returns Dashboard: Regularly check your Returns and Recovery: Insights and Opportunities dashboard in Seller Central to monitor return/refund patterns and identify recurring issues.
Totally ridiculous, we're now being told how to ship things, to take pictures during the process and a lecture about communication when there was none!
Both FBM both shipped Amazon Buy shipping delivered as normal, just randomly refunded. So now apparently all a customer has to do to get a full refund is contact Amazon. No messages, no claims.....just free product.
I'm going to file claims but I doubt that will do anything here.
16 replies
Seller_OvL8C4BJWiuS9
Return less product doesn't mean they can't get refunded. But, as an FBM seller, they should be going through you first (unless you have CSBA-customer service by Amazon activated).
Seller_ei3sY3Z6GcKyr
I'm hoping someone from Amazon or another seller who has dealt with this can help because this is becoming a major issue for our business. Over the past several weeks, it seems like Amazon's returnless refunds have gotten completely out of control. Around 90% of our customer returns are now being approved as returnless refunds, even for products that cost $500+. In many cases, the customer simply changed their mind, yet they're refunded and allowed to keep the product. To address this, I have deleted all returnless resolution rules from my account. I also followed Seller Support's guidance regarding the alleged SKU-level returnless settings. I was told in multiple cases that there are SKU-level settings sellers cannot see or manage directly. Following their instructions, I had those settings removed as well in an effort to stop the bleeding. Despite all of that, the returnless refunds continue. The biggest problem is that SAFE-T claims are showing as "Not Eligible," leaving me with no apparent way to recover these losses. I've opened multiple Seller Support cases, but I still haven't received a meaningful explanation or resolution. At this point, we're losing thousands of dollars because customers are keeping expensive products after receiving full refunds. Has anyone else experienced a sudden increase in returnless refunds for high-value items? Has anyone successfully escalated this or identified the root cause? If an Amazon moderator could review this or explain why these orders are still being approved as returnless despite all returnless settings being removed—and why SAFE-T claims are ineligible—I would greatly appreciate it. one of the Case ID 21111377111Any insight or advice would be greatly appreciated. Thank you.
Seller_WK97xG39XszPc
I have had the same issue
AMAZON support does nothing to assist sellers
Ana_Amazon
Hello @Seller_RFNrCDgE7jr5B,
Thank you for bringing this to our attention and for the detailed information you've provided.
I'd like to suggest a few steps to help troubleshoot this. First, please verify your Notification Preferences under Settings > Notification Preferences and confirm that "Refund Notifications" is enabled and pointing to an active email address you regularly check. Also confirm that these emails are not being filtered to spam or junk folders.
Second, under Return Settings, please check the Resolutions tab and SKU Attributes tab to confirm no returnless refund rules exist at the SKU level, as these can sometimes override your general settings.
Regarding your denied SAFE-T claims,could you please share the order IDs attached to them so I can take a look?
Kind regards,
Ana
Seller_c7AY5UmbBC07I
Just happened to me and Amazon charged for 7 pound UPS shipping on a 4 ounce box, auto refund that was'nt supposed to happen. almost done here not worth the headache and abuse.
Seller_R2dP7Hunjcdj0
The Easiest way to keep on-to of any Refunds debited to your account is to keep the "Payments Dashboard" open and check it regularly. You will see everything that is Credited and Debited, both as an overview, and broken-down by transaction.
This is also the first place you will see a Return is actually on the way, as the Return Postage appears at the bottom as "Other".
IF it is Amazon that issues the Refund, the Seller IS supposed to be able to file a Safe-T Claim.
Let us know what happens.
Seller_bqW1y5TDAUp9d
literally just had Amazon refund an FBM order that was 3 years old. They claim it was a “billing error”. Acted like it wasn’t associated to my seller account, but showed them otherwise. Needless to say, someone got a free $500 computer after having it for 3 years.
Amazon stated they won’t reimburse since it’s not eligible for safe-t or Amazon FBA reimbursement.
Love it here <3
