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Help: FBA credit reimbursement abuse.
Hello everyone
We got a notice from Amazon and closed the store: why did it happen? We are taking this action because we have information that this account is abusing Amazon services, violating our Seller Code of Conduct (https://sellercentral.amazon.com/help/hub/reference/1801) and involving FBA Credit reimbursement abuse.
However, we have only received compensation twice, one is to apply for re-measurement of product size and weight.
One time was automatic compensation from Amazon, the reason being: 2 damaged items were found in the warehouse. Within $30.
However, we found through complaints to Amazon that neither of these two reasons seems to be the case, and because the product is in Amazon FBA, we cannot know many things.
Amazon is known not to reveal specific reasons. We don't know anything about reopening stores. Can someone help us?
Thanks
Sincerely
32 replies
Seller_rI7BZIczK8iAC
Frankly, never heard about that. That's a new one and I cannot imagine how this abuse could work.
You organize the sale of lots of your products, the people send them back afterwards? This makes no sense because you loose money - but you gain in ranking.
Let's hope somebody can explain this.
You mean they closed your seller account, isn't it?
Seller_rI7BZIczK8iAC
Yes what?_______________
Seller_4zBzdtgCyS9EI
This often comes when outside "contractors" handle your refunds and promise maximum refunds for you.
this will be your bigger issue and I'd start by carefully reading section 3 until you know what you didn't follow...
Seller_QcEQtViXHpGLx
We reviewed the information you provided and completed the review of your account. We have decided not to reactivate your account due to violations of our FBA Lost and Damaged Inventory Reimbursement Policy.
This is our last complaint, Amazon's reply to us.
Seller_rI7BZIczK8iAC
Sorry, I am not a native English speaker, I don't understand this expression.
Seller_4zBzdtgCyS9EI
Maybe any mod could chime in?
@Danika_Amazon @Topher_Amazon@Tiff_Amazon
Seller_rI7BZIczK8iAC
It will be difficult to prove the opposite. You could take advice from some specialized agency if you are sure that your are "innocent". Will need although research by them and will cost you money. Normally, Amazon doesn't say such things out of the blue.
Desi_Amazon
Hello @Seller_QcEQtViXHpGLx,
Desi from Amazon here to assist.
From your post I understand that your account has been deactivated for dual violations of the Code of Conduct and FBA Reimbursement policies.
One time was automatic compensation from Amazon, the reason being: 2 damaged items were found in the warehouse. Within $30.
However, we found through complaints to Amazon that neither of these two reasons seems to be the case, and because the product is in Amazon FBA, we cannot know many things.
Neither of these circumstances would qualify as abuse in any way. I think when sellers hear "FBA Credit reimbursement abuse" they think only of requests they have made. This is not always the case.
Abuse can very well be sending in items that do not qualify for reimbursement in the event they are lost or damaged. For instance, for an item to be eligible for reimbursement, all of the following must be true:
- The item is registered in FBA at the time it is lost or damaged.
- The item complies with FBA product requirements and restrictions and with FBA inventory requirements.
- You have sent us the exact items and quantities stated in your shipping plan.
- The shipment for the item is not in canceled or deleted status.
- The item is not pending disposal or was not disposed of at your request or because we have exercised a right to do so.
- The item is not defective and was not damaged by a customer.
- When a lost or damaged item claim is filed, under review, and during any appeals, the seller’s account must be in normal status.
So if sellers accidentally send an incorrect item in a shipment, or send in refurbished units instead of new etc, all of these would be considered abuse of the reimbursement policy.
I would recommend reviewing all of your shipments to fulfillment centers and verify that correct units, quantities and conditions were sent in. If you identify a specific shipment or shipments that have errors, this is more than likely what you need to address in your plan of action.
Please let us know if you have any other questions. We are looking forward to assisting you.
Regards,
Seller_rI7BZIczK8iAC
But this doesn't explain
Amazon doesn't loose money if the customers return the product but you.
It's a mystery. But certainly it's a good idea to replace your packaging.
Seller_pkKeBp978vorA
The item is registered in FBA at the time it is lost or damaged.
The item complies with FBA product requirements and restrictions and with FBA inventory requirements.
You have sent us the exact items and quantities stated in your shipping plan.
The shipment for the item is not in canceled or deleted status.
The item is not pending disposal or was not disposed of at your request or because we have exercised a right to do so.
The item is not defective and was not damaged by a customer.
When a lost or damaged item claim is filed, under review, and during any appeals, the seller’s account must be in normal status.
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