A shipment was damaged in transit and the customer opened a return/replacement request. Since it's damaged we don't want the item back. Is there a way to send a replacement without issuing a refund for the original order?

Hello fellow sellers. Have any of you noticed that many of the returns from customers are damaged product? I have seen numerous times where a customer used a product and then returned it in USED condition. I have also seen where customers will steal parts of the product. Such as Crutch tips from a pair of crutches we sell. I have also seen customers return an item that is very similar to our product but is not our produt at all. I seems that the FREE Returns has created an incredible problem for FBA sellers.

Has anyone else seen such high damaged returns of products? UP VOTE THIS IF YOU AGREE AMAZON NEEDS TO IMPROVE THE RETURNS PROCESS.

Customer buys my product, a cosmetics product. (FBA fulfillment)

She uses it a lot, then returns it.

Amazon says "customer returned it damaged" and so I had the unit disposed.

But it seems Amazon has given her full return refund despite returning it in a damaged condition.

This, despite the fact that I DID NOT select the option for free returns for all on my seller central.

You know, there's an option on seller central where they ask you whether you'd like to offer

free refund for all returns. I did not select yes on that.

And I'm basically losing money for a customer returning a damaged item?!

The customer should not have been given a full refund.

Is this normal?

What do I do?

Can someone from Amazon comment?

Contacted Seller Support but not resolved;

Case ID: 15173542621