The difference between an Amazon refund and other procedures is the entity that controls the outcome of the claim. With most Amazon protocols, the buyer will contact Amazon directly through Amazon Pay.
However, with a return on Amazon, it is the bank that establishes the outcome of the claim.
These types of claims are very specific and can be made for a variety of reasons, the most common being the following:
We must handle returns on Amazon as soon as possible, otherwise we may suffer future penalties.
Amazon will always contact us by email or through seller central depending on our configuration.
From there we can choose 2 ways of resolution:
If we decide to take responsibility for the charge, we notify Amazon Pay within 11 days for them to debit the amount from our account, otherwise they will automatically take it out of our Amazon Pay account.
We must keep in mind that we will be losing money if we do not take the time to carefully check what the problem was.
Once we are absolutely sure that the fault is totally unrelated to the buyer, we will not hesitate to refund the buyer as soon as possible.
This can be done in Seller Central through the Chargeback Action Required option.
We can dispute the claim through the chargeback claims page in the performance menu in Seller Central.
After this, Amazon will represent our case to the credit card company to seek mediation.
An Amazon investigator will review the information we provide and create supporting documentation to submit to the bank on our behalf.
They will determine who will be responsible for the chargeback. However, in most cases, it is the issuing bank that makes the decision, most of them being final and without the possibility of appeal.
In the case of a return on Amazon, the responsible entity can be either the seller or Amazon, which means that, after reviewing the case, Amazon will determine who is responsible for the return.
It is stated that the seller will not be responsible for returns as long as our transactions comply with all policy requirements.
To ensure us as a seller, we are not responsible for this, we need to comply with the Amazon Pay Customer Service Policy, we will need the following:
The seller is responsible for the return on Amazon if the claim is due to a defective product or a product that does not conform to the description in the advertisement.
If the chargeback claim is covered by the Payment Protection Policy, Amazon will take care of it. However, we will be required to provide certain documentation and make sure to submit it in time to avoid further problems.
This is some of the information we will need:
Managing a return on Amazon is relatively easy to handle, but it can have a negative effect on our seller rating.
There are different factors in a claim that can impact our numbers.
For this reason, it is always advisable to prepare for such an event by keeping control of all our transactions, as well as taking some precautions such as :
The better the relationship with our customers, the less need they will have to seek outside help.
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