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How to Report FBA buyer Return Violations??
On other threads, moderators said to report FBA buyer return violations from the "Report Abuse" page:
https://sellercentral.amazon.com/abuse-submission/form/other
OR referred us to https://sellercentral.amazon.com/help/hub/reference/G200444420 which also tells you to go to "Report Abuse" page (or how to report an abusive message from buyer, which is different).
THIS DOES NOT WORK.
I have buyers that "replaced" what was in the box with something else or stole most of the parts. There's only one option on the form that looks appropriate to submit, "An abuse issue that is not addressed by the other topics in this menu".
I submitted multiple returns abuses, included the LPN, Order Number, etc., and always immediately got the following auto-response:
" Hello,
Thank you for your report of a suspected policy violation. We cannot take action on the report as no violation has been identified on the reported B0D4PFGT56 for the violation type selected.
ASIN: B0D4PFGT56
Order ID (if applicable): 114-3138627-2782615
Complaint ID: 16052610791
Sincerely,"
This was a waste of time. WHERE do I report these?! Also, if it's limited to 60 days, that is not enough time. We don't always get them back from Amazon FBA in that time OR we do not have time to immediately inspect and report them.
Why can't FBA catch this when they inspect the item? I pay for inspections (to return to inventory)? Instead, we pay more to have them shipped back to us only to see we've been ripped off THEN get these auto-response denials.
Where do we actually report stolen items?
Why can't FBA flag these when they inspect?! Buyer return abuse should not be allowed and should be recorded on Buyer's record (and eventually they should be cut off/charged for their abusive returns, not the sellers).
Here are the other recent complaint IDs:
Complaint ID: 16052577501
Complaint ID: 16052503801
Complaint ID: 16052382751
Seller_tBPAzT1FuOVKE
in the past I used this link below. at the bottom you can enter order ID and go from there
https://sellercentral.amazon.com/help/hub/reference/G9N934L7Y4SFWPJ4
If FBA buyer returns wrong item or swaps his item with ours. Below is how to open a case with Amazon requesting reimbursement for an FBA return
If they returned a materially different item, you can open a case requesting reimbursement for an FBA return, and you will need to include pictures of the return shipping label, the included packing slip, the LPN sticker, and the product outside of the packaging. This is the form that I use when opening the case:
This was an FBA order. The buyer returned a different item. The buyer purchased a XXXX but returned a XXXX that we do not carry.
This was from Removal Order ID Shipment ID XXXX
the shipment tracking number is XXXX
The item originally ordered was:
SKU XXXX
ASIN XXXX
Order ID XXXX
I will provide images of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.
Hope this helps.
18 replies
Seller_Sram36TnVt73c
Above is what I see when I click on your link, but others have stated there is no option to report buyers from this page.
Now, in reality, this report will go nowhere...a notation MAY be added to the buyer's account but nothing will happen.
A better way to 'report' FBA switcheroos is to open a seller support case for reinmbursement (make sure to call it a switcheroo--this is a term universally understood at Amazon due to its prevalence). You'll recoup some money and this is more likely to put a bad buyer on Amazon's radar than a report they probably don't even read. HOWEVER, for each reimbursement, I make sure to report the same buyer through that abuse link you posted.
Why don't the FBA returns people catch these? Because they are overwhelmed and don't have time to cross check each return to their respective product pages. All they can do is make a guess as to whether the product has been compromised or not.
Seller_VCf85mqwAkfe6
I don't have an answer to your topic
But may I ask you, how do you know on FBA return, from which order number this LPN came from?
I'm trying to find an answer to my question for awhile.
Seller_iobipI6xASRkh
@Seller_HjfyVYcuJdbTfI go through this EXACT issue.
I file complaint ID's and immediately it says "no abuse found" so it got nowhere because all I could report was "other" when other sellers have a "buyer switched out item"
Here's how I have had his 3 - that's right 3 because he just opens a new account once you stop it - accounts stopped:
- Make a spreadsheet that shows the entire history of his orders (I do it on 2 tabs since we log all Amazon FBA returns to us)
- On the order side, click on one of the orders that was returned this way and look up his history of that account ordering from you and how many were refunded. Log it on the spreadsheet: Date, Order ID, ASIN, Status (returned or cancelled they usually don't keep anything), and Complaint ID if you want. They can't see complaints in SS
- On the returns side, once you get it back from FBA log the return shipping date, the tracking number, the LPN (once you get it back), the ASIN, the return order ID, the original order ID, and if applicable mark the quality of return (since we log all returns Switcharoo means it was switched out)
- I also add on the returns side the Case ID and Reimbursement ID of the original order number where Amazon had to reimburse me for it not being my product returned from FBA. This logs how much money this scam is costing Amazon.
Document everything in a clear format for Amazon to read. Then, the only one who has ever been able to help me is a forum mod because SS can't do anything other than tell you to report abuse. There is no fix for the report abuse button being broken (I even said this in Q&A at Accelerate but no response) so if you hear of one please let me know. Even still, you need a case ID (not complaint ID) so open a case with SS and upload the spreadsheet to the case. Post the case ID in the thread here and then I will tag the mods who helped me.
I also keep reminding support when I can that the "report abuse" does NOT work https://sellercentral.amazon.com/seller-forums/discussions/t/7170ecb7-ed24-465e-8ab4-8dc7f30b75e2?postId=8a4ec258-db93-483b-8a79-81e63b0ee34d
Seller_9yQUzZAP34cYw
Write a really big, long, very detailed email. Make sure you have all the supporting documentation. Then throw it all away. Because that is what Amazon will do.
Seller_tBPAzT1FuOVKE
in the past I used this link below. at the bottom you can enter order ID and go from there
https://sellercentral.amazon.com/help/hub/reference/G9N934L7Y4SFWPJ4
If FBA buyer returns wrong item or swaps his item with ours. Below is how to open a case with Amazon requesting reimbursement for an FBA return
If they returned a materially different item, you can open a case requesting reimbursement for an FBA return, and you will need to include pictures of the return shipping label, the included packing slip, the LPN sticker, and the product outside of the packaging. This is the form that I use when opening the case:
This was an FBA order. The buyer returned a different item. The buyer purchased a XXXX but returned a XXXX that we do not carry.
This was from Removal Order ID Shipment ID XXXX
the shipment tracking number is XXXX
The item originally ordered was:
SKU XXXX
ASIN XXXX
Order ID XXXX
I will provide images of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.
Hope this helps.
Seller_WtOwWhtSrFjva
Unfortunately there is nothing that can be done. FBA is what it is.
But Amazon should cover all the expenses related with this.
Keep in mind that CS is 8000 miles away from the warehouse. They do speak the same language. Warehouse people don't care. They have time tables to meet and what you ask is way outside this.
Once it it returned to you, then you file a complaint with CS.
Or you can stop using FBA.
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