FBA Reimbursement Denied When Customer Swaps Item Label
We have had pretty good experience with Amazon's FBA reimbursemnent process for when we receive a different item back from what we sent (most commonly due to customer swaps).
When customers return a completely different item it makes this reimbursement request very easy as seller support can clearly see it's the wrong item. However, on some recent very expensive single items (~$1000) we recently received back, the customer swaps the item label onto a very similar cheaper item or defective item.
This is making the reimbursement request difficult as we are repeatedly saying it is the wrong item, the customer swapped the label onto a different item but the Amazon team keeps saying "photo evidence" shows the correct item and also keeps sending us the link to Amazon renewed policy as the reason for denial (our item was sold as brand new, not renewed).
Any help or advice on this would be appreciated.
Case ID: ID 16810186771
5 replies
Seller_CW0P5hgbsiqWX
Well, with FBA, Amazon is being paid to handle everything for you. You are sitting at home looking at everything thru the glass window. It is not easy to get Amazon to side with you, especially when Amazon might have to call the buyer out and block their ability to return on the site, or close the account.
Good luck in your endeavors. Let us know if a refund comes thru.
Danny_Amazon
Hello @Seller_9Rt78VrAc6cmu- and thanks for taking the time to post about this FBA reimbursement claim. I was able to review your provided case ID and do see our team escalated the issue which found that no reimbursement was possible in this case, as they found the item was not materially different.
I did surface this internally to understand if any further recourse is possible, so please do keep an eye out for a further update from me on this thread, but know it may take some several business days to receive a response, particularly during the holiday season.
Thanks,
Danny
