FBA Reimbursement claim denied -- $3499.99 New product returned in unsellable condition
Case# 22391685461
We supplied a brand new item worth $3499.99 to Amazon. The customer returned it after 2 weeks in unsellable, horrific condition. FBA acknowledged that is was Customer Damaged but collected no Customer Damage fee. Amazon held on to the item for 2.5 months before sending it back to us and providing no reimbursement.
This is unfair to us as the customer basically destroyed the item. We deserve a reimbursement as the customer was determined to have damaged the item.
How can we get our reimbursement? This is a crazy amount of money to lose.
FBA Reimbursement claim denied -- $3499.99 New product returned in unsellable condition
Case# 22391685461
We supplied a brand new item worth $3499.99 to Amazon. The customer returned it after 2 weeks in unsellable, horrific condition. FBA acknowledged that is was Customer Damaged but collected no Customer Damage fee. Amazon held on to the item for 2.5 months before sending it back to us and providing no reimbursement.
This is unfair to us as the customer basically destroyed the item. We deserve a reimbursement as the customer was determined to have damaged the item.
How can we get our reimbursement? This is a crazy amount of money to lose.
9 replies
Seller_Sram36TnVt73c
Amazon has set up this little racket so that anything they label as customer damage is something that you foot the bill for. And I can tell you that they label everything as customer damaged.
It probably isn't even the same unit you shipped out.
Seller_4zBzdtgCyS9EI
such is selling on Amazon and nobody can help you. it's in their policy that the seller is responsible for "customer damaged" products, so basically, just about always. By selling here, you accept those policies...............
Seller_kIukTwdhvntAp
You apparently have a VERY high pain tolerance if you are willing to sell $3000+ items on AMAZON.
Have you ever thought that selling high ticket items on a thieves paradise site might NOT be a good business decision?
Seller_z1JDNz6de1lqc
Because that would come from Amazons pocket as they already allowed their customer to damage item and then they put the cost on small business. This is a very good racket they got going look how much money they make!
Seller_guCaS93YGnu0t
That's the risk you take selling expensive (and certain other types of) items here. We sell about 20% of our catalog on Amazon because we have practically zero support from Amazon when there is an issue. We aren't risking the headaches. Amazon allows buyers to do what they want all of the time. If Amazon was footing the bill, they most certainly wouldn't have the monopoly they have for online sales.
Seller_3dCXzX1Vlolpj
I would have expected Amazon to charge the customer *something*, even if it didn't make up for the all the damage. It's wild that someone can destroy an item and get 100% back, on cheap items I've gotten small amounts clawed back from me when I buy stuff on Amazon.
Is there any Amazon moderator who can escalate this?
I also think Amazon was negligent in returning it to us. They held on to the item for over 2 months and sent it back with inadequate packing.
Seller_3dCXzX1Vlolpj
Is there a mod that can please help with this?
We supplied a new item and received an unsellable item. Amazon should have clawed some money back from the buyer.
Kam_Amazon
@Seller_3dCXzX1Vlolpj, we appreciate you bringing this to the forums.
We understand how situations involving higher value inventory can be particularly stressful. Under Amazon's FBA reimbursement policy, reimbursements are generally provided when items are lost or damaged while under Amazon's direct control during warehouse handling or the fulfillment process. When a return is classified as "Customer Damaged," the disposition reflects that the damage is attributed to the buyer's use or handling, which falls outside the scope of FBA reimbursement eligibility.
If you believe the return disposition may not accurately reflect the item's situation, you could open a new case with Seller Support and request a review of the classification, referencing your existing Case ID. When doing so, providing any documentation of the item's condition prior to shipping it to FBA could support your request. For future high-value shipments, we would also recommend thoroughly documenting item condition with photos and records before sending inventory into FBA, as this type of evidence may strengthen any claims that could arise down the line.
