Hello,

I need Help creating a FBM replacement order, The customer contacted me thru message explaining that 2 or 8 units damaged during transit and she would like a replacement. I sent her a replacement template and she responded to me confirming the address and asking me to send the replacement. she is unable to see where she needs to click for the replacement, I called 4 times to amazon already for help and they don't know how to do it and they are telling me to contact the customer thru message but I am unable to send the template again. The customer and I are getting stressed with this situation.

Can someone advise me how should I proceed?

As a Amazon seller and doing DROSHIPPING, the product you sold arrives to your warehouse DAMAGED. Than if you try to refund the buyer ( because you can not keep the delivery date when you try to order a replacement) if you refund the customer ,will your ODT rate will be affected???

Sky Arcade

TLDR: First time having a buyer request return, then they opened A-Z claim while return in transit, with “damaged or defective”, which is verifiable false by their own messages. Amazon Canada FBM.

What options do I have here? How do I go about charging restocking, if possible?

What Amazon selling fees would I be charged in the end?

How does it affect seller metrics? Is there a way to get the false A-Z claim closed so I don’t have that “strike”?

The buyer did pay for the return shipping themselves. There was an Amazon set shipping fee of $6.95 (which only covers 1/3 of the shipping across country) – where does that come into this? Do I keep that?

Background

First return request. Sold an item and shipped (including confirming shipping on Amazon).

The evening after shipping the buyer submits a return authorization request with “Incompatible or not useful” and comment “It will not fit”.

But it was already in transit (long gone from post office). I messaged the buyer saying it was already shipped or else I would’ve just cancelled it, and tried to clarify the issue.

“Please cancel it and refund me” was the response.

I chatted with an Amazon agent, and the conclusion was I basically have no choice but to accept the return, or they could get refund with me getting the item back. They also said I could charge restocking fees up to 20%.

So I again messaged the buyer and apologized that it cannot be cancelled, the only option is for them to receive it and ship it back to me. And told them about restocking fees.

They shipped it back (sent a picture of the receipt that wasn’t very clear) stating “I have not even opened the package just rapped and sending back”

About a day later, while return in transit, they open a A-Z claim of “Damaged or Defective item”

with comments including “I have not even opened the package ... now I am requesting for refund, please refund me my money, reason to return is that the breaker will not fit”

Obviously they can’t know if the item is damaged or defective if they never even opened the shipping package.

I also just since received it back and looks like they did just put my package in another box.