How to handle Amazon returns.
If you’re a new Amazon seller, one of the most important aspects of running a successful operation on Amazon.com is learning how to handle returns in a way that limits the risk of account suspensions or listing suspensions.
It’s an unfortunate truth: as an Amazon seller, you will need to issue refunds and accept returns more often than you would like if you want to avoid account and listing suspensions.
It’s understandable that many customers are unreasonable, unethical, or simply impossible to please! But when you choose to sell on Amazon, you must adapt to their strict dedication to customer service.
“Generally Speaking, Amazon sellers should ALWAYS provide a prepaid return label and a return address within the United States and/or offer a full refund without requesting the return of the purchased items.” ~ CJ Rosenbaum, Esq., Founding Partner, Rosenbaum Famularo, P.C. “Remember the goal: avoid Amazon Seller suspensions. If you want to avoid having your Amazon Seller’s account suspended, you need to focus on keeping the customer happy. To avoid suspended Amazon Seller accounts, you need to treat baseless consumer complaints the same as justified complaints. Whenever a complaint or a negative review comes in, focus on that consumer with the goal of avoiding a suspension of your account or a suspended listing.” CJ.
According to Amazon seller policies, third party Amazon sellers are required to either match or exceed the standards of the Amazon.com return policy. The official Amazon return policy states that any item – regardless of its condition, use, or defects – may be returned within 30 days of the purchase date for a full refund. Many customers do not understand that when they buy from a third party seller on Amazon, they are not purchasing products that Amazon owns. Therefore, Amazon requires each Amazon seller to post an exact return policy on their storefront. Keep this policy in mind when you are trying to sell products, make money and avoid account and listing suspensions.
“Amazon sellers should listen to all customer complaints if they want to avoid suspensions. No Seller wants to become a suspended Amazon Seller who needs a Plan of Action or Amazon Appeal. In order to remain in good standing with Amazon and avoid account suspensions or listing suspensions, Amazon sellers should immediately issue a refund or replacement if there is anything truly wrong with the product.” ~ Ashley DiPinto, Paralegal at Rosenbaum Famularo, PC
Regardless of the unique variations many individual sellers provide, each Amazon return policy must fit certain criteria: Third party sellers must either provide a return address within the United States, provide a pre-paid return label, or offer a full refund without requesting the item be returned.
What happens if your return policy does not meet these expectations? Get ready for many A-Z claims to start rolling in, a laundry list of negative feedback, and maybe even an account suspension. Amazon.com states that if sellers do not offer at least one of these options (it’s recommended to offer more than one), buyers may file an A-Z claim to Amazon for a full refund. It’s best to be proactive as a seller and offer a straightforward Amazon return policy that falls into Amazon’s deeply rooted dedication to customer service.
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