Selling through Amazon FBA

[newbie77]

6 minutes ago, Deeker said:

Well it finally happened.  I sold my first set  LEGO Star Wars Palpatines Arrest (9526) Exclusive that had the seller return item saying it was missing pieces or accessories.  This is absolutely untrue as it was a sealed box that I purchased new sometime ago.  

 

Is there any recourse for this since I am 100% confident this person most likely opened and took the figures out.  I am not surprised this has happened but feel so violated.  

 

 

with FBA: 

a. there is no guarantee that amazon shipped out the item that you sent. they could have shipped out one from some-one else for that matter.

Even in the case they shipped out yours:

a. did you weigh the set before sending to amazon and made sure that its good.

b. just because set is sealed doesn't guarantee that all contents are in the box. we have had issues with sets purchased at BB or AMAZON for that matter that looked perfect. and sealed perfectly but missing items. (mostly due to theft)

[Bold-Arrow]

6 minutes ago, Deeker said:

Well it finally happened.  I sold my first set  LEGO Star Wars Palpatines Arrest (9526) Exclusive that had the seller return item saying it was missing pieces or accessories.  This is absolutely untrue as it was a sealed box that I purchased new sometime ago.  

 

Is there any recourse for this since I am 100% confident this person most likely opened and took the figures out.  I am not surprised this has happened but feel so violated.  

 

 

U will need to wait till they send it back to Amazon then recall it.

Once u receive it, Wait a day or two then take lots of pics , explain the figs are the most valuable part of the set , your selling history backs u up  that u suspect foul play . Keep it simple , a bit forceful and void of emotions ( hence the wait a day )  

[Deeker]

Thanks Bold-Arrow.  

I know the seals where tapped to the box and there was no foul play.  I have heard a lot of stories from other where the person had this happen.  I am honestly thinking of somehow marking the seals to show that sealed and brand new and to help mark my box.  I know as a seller when I ship my item in I choose to label my own items so those are the ones to be picked and sold.   

 

[Bold-Arrow]

9 minutes ago, Deeker said:

Thanks Bold-Arrow.  

I know the seals where tapped to the box and there was no foul play.  I have heard a lot of stories from other where the person had this happen.  I am honestly thinking of somehow marking the seals to show that sealed and brand new and to help mark my box.  I know as a seller when I ship my item in I choose to label my own items so those are the ones to be picked and sold.   

 

Make sure u take a pic of the packing and shipping labels as well 

[Darth_Raichu]

25 minutes ago, Bold-Arrow said:

U will need to wait till they send it back to Amazon then recall it.

Once u receive it, Wait a day or two then take lots of pics , explain the figs are the most valuable part of the set , your selling history backs u up  that u suspect foul play . Keep it simple , a bit forceful and void of emotions ( hence the wait a day )  

Hypothetically the item returned was not from your stash to begin with (ie. it has different or no label).  Will it make the case stronger to mention this as well, or should it be a different complaint altogether?

[Achilles]

Since you already are labeling your items (the primary defense), there's not a ton you can do. The best you can do is complain to Amazon, explain  your situation, and I believe they do keep records, so if the buyer/perpetrator receives multiple complaints, they may be prevented from doing returns/purchasing.

The reality is the recourse is not much different than if a retailer has someone buys something and returns it. 

[jmdt]

Everything in my inventory says "blocked unless FBA." My metrics are fine. Suggestions about how to address this?

[newbie77]

1 minute ago, jmdt said:

Everything in my inventory says "blocked unless FBA." My metrics are fine. Suggestions about how to address this?

was there a recent complaint about quality of product and/or delivery of order?

Edited February 2, 2016 by newbie77

[Bold-Arrow]

2 minutes ago, jmdt said:

Everything in my inventory says "blocked unless FBA." My metrics are fine. Suggestions about how to address this?

Velocity review ? 

[jmdt]

My "velocity" I think is 6 items over the past two years so there should not be an issue No performance issues. I think I found the potential problem. I have a small unpaid balance (less than $2). I'm not sure why it didn't pay because I thought it was linked to my account for automatic payment?

[Loghamel]

Thinking about jumping into the FBA game and have read and re-read almost all of the posts on this thread.  One question that I'm still a bit fuzzy on is damaged returns.  Say I ship 10x 75104 - Kylo's Ship for FBA and they are received and entered into inventory.  Buyer purchases one and then returns it because it was damaged.  Obviously, it was not damaged before it was shipped out or it wouldn't have been accepted.  Does Amazon absorb those costs?  If not, is there a way to add insurance for items shipped via FBA?  If that's the case, has anyone had this occur that would care to elaborate on how hard/easy it was to get reimbursed for the damage via shipping?  I don't see how I should be held accountable for any returns due to damage once it is inventoried by Amazon as being in New, sell-able condition.

Thought I should mention;  I will NOT be using co-mingled in case that makes a difference.

Edited February 4, 2016 by Loghamel

[Bold-Arrow]

Short answer is no, Amazon will not absorbe it ( some exceptions do apply ) 

i am not aware of any insurance to that effect . 

[Loghamel]

1 hour ago, Bold-Arrow said:

Short answer is no, Amazon will not absorbe it ( some exceptions do apply ) 

i am not aware of any insurance to that effect . 

Man, that is a sweet gig for them.  No wonder they offer refunds so easily.  Why would they ever turn down a return if it's not their product, was never their product, and such a return won't cause them to lose money?

[Bold-Arrow]

3 minutes ago, Loghamel said:

Man, that is a sweet gig for them.  No wonder they offer refunds so easily.  Why would they ever turn down a return if it's not their product, was never their product, and such a return won't cause them to lose money?

FBA is all about volume . One unit here and one unit there won't cut it . U need to cushion ur bad sales by selling a lot of product . The loose return policy translates into loyal buyers , more eyeballs and a higher selling price . 

[Loghamel]

3 minutes ago, Bold-Arrow said:

FBA is all about volume . One unit here and one unit there won't cut it . U need to cushion ur bad sales by selling a lot of product . The loose return policy translates into loyal buyers , more eyeballs and a higher selling price . 

Thanks for the info BA.  Another question; is it tough(er) to get feedback via FBA than FBM?  Can you even get feedback via FBA since Amazon is doing the legwork for you?  Also, if you see a set on Amazon that doesn't have a FBA, does that mean you have a decent chance of getting the buy box if you were to submit, say 15-20, of that set?

Edited February 4, 2016 by Loghamel

[Loghamel]

And sorry to blow up the forum, but how much damage can a box have before you won't submit to be fulfilled by Amazon?  I know most say box condition isn't have important, but on a site like Amazon where it's all stock photos, at what point do you say to yourself that the crease is too big or ding on the corner is to much to send in as a 'New' product?

[belljohn]

Here you go, straight from an Amazon customer service about customer damage, their policies, and their reasons for them:

Dear Seller,

I have reviewed your e-mail and understand that you're concerned about the Order ID: #### which was returned as customer damaged. I apologize for the frustration this has caused.

Please know after a review by our Operations Team, I confirm that Amazon will only compensate a seller for refunds that are issued due to Amazon-responsible damage - i.e., damage occurring during fulfillment or in the Fulfillment Center. Customer damage or Defective are not Amazon-responsible damages, and therefore we will not be able to compensate the seller for those refunds. This policy is located in Section 3.2 of the FBA Manual:

https://sellercentral.amazon.com/gp/help/help.html?ie=UTF8&ref_=ag_200213130_cont_200209140&itemID=200213130&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52&language=en_US

We understand you being a Seller are reporting a unfulfillable item which may not have gone in your favor, however as a Part of doing business with Amazon these situations do occur.

Also, by using FBA, the seller gives Amazon full control over handling fulfillment and customer service, and that we (Amazon) “…reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines.”

This policy is located in Section 7.5.1 of the FBA Manual:
https://sellercentral.amazon.com/gp/help/help.html/ref=ag_200379860_cont_200298130?ie=UTF8&itemID=200379860&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52&language=en_US

Please know that, when an item returns to our warehouse as customer damaged or defective, it is put into unfulfillable status. We do not credit the sellers in this case.

This policy is located in Section 3.2 of the FBA Manual:
https://sellercentral.amazon.com/gp/help/help.html?ie=UTF8&ref_=ag_200213130_cont_200209140&itemID=200213130&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52&language=en_US

Also, please know that our warehouse associates do not open every unit returned to our Fulfillment Center. Hence it is impossible to assess every customer returned unit. As you are aware that returns and refunds are a part of business and we at Amazon.com understand its importance from a seller's point of view.

However, Amazon is a platform for both the online transactions for buyers and sellers and our goal is to meet the expectations of both the parties. Our guidelines are set so that excellent experience is provided to our buyers and our sellers. Our returns policies provide complete guidelines to our buyers regarding the requirements of return.

You do understand buyers may not follow the guidelines completely leading to such situations. In order to be fair to our buyers, we process the return. Though this may seem unfair and may also be a potential loss to you, we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines.

Also why we have accepted the return of the units in Customer Damaged/Defective condition, we believe that customer satisfaction is a key element of business strategy. In order to be fair to our buyers(as they are returning the unit- though incomplete or damaged), we process the return. Though this may seem unfair and may also be a potential loss to you , we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these return guidelines .

We understand the frustration a seller can feel when customers return the units in customer damaged/defective condition. However, this is a normal part of doing business. One of the things that attracts customers to Amazon.com in the first place is the knowledge that they can cancel and return orders.

We do understand that there are situations, where buyer may misuse the system in-spite of having dedicated teams and systems in place to take action against buyers who are violating. We do consider this and would certainly work to improve our surveillance over violating buyers. Having said that, we at Amazon genuinely consider seller experience as the prime factor in our day to day operations.

To help ensure a great customer experience, which drives customer satisfaction and loyalty and makes FBA offers more attractive, we reserve the right to accept returns for Units that are defective or customer damaged on a case-by-case basis.

Customer Service does refund buyers to ensure a great customer experience, which ultimately drives customer satisfaction and loyalty, we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines. This encourages customer centric approach and we hope you understand the importance of customer centric experience towards buyers and their returns and refunds.

However, Units that are defective or damaged by customers are not covered by the FBA Lost and Damaged Inventory Reimbursement Policy:
https://sellercentral.amazon.com/gp/help/200213130&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52

Hence, we insist our sellers to create a removal order and receive the units. You can change the outer packaging of the product and ship the units back to our fulfillment center or list it in a different condition depending on the situation.

When you create a removal order, the units in our fulfillment center will be shipped out to you in the address you provide us.

For more information on removal orders, please view the link below:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_ac?ie=UTF8&nodeId=200280670

Amazon deems in being upright and completely fair to our sellers, without the slightest intention of deceiving or depriving them. You are our valuable seller and we will always make sure that you make the best of business with us and we wish to see you grow along with us.

I truly understand your disappointment and hope you understand my limitation in regard.

Please let us know how we did.

Were you satisfied with the support provided?

Click here for yes:
Click here for no:

Thank you!

To view your case details, or respond, please click

Please note: this e-mail was sent from an address that cannot accept incoming e-mail. If you require additional support please contact us https://sellercentral.amazon.com/hz/contact-us


Thank you for selling with Amazon,

Kamesh M
Amazon.com Seller Support

[Loghamel]

3 minutes ago, belljohn said:

Here you go, straight from an Amazon customer service about customer damage, their policies, and their reasons for them:

Dear Seller,

I have reviewed your e-mail and understand that you're concerned about the Order ID: #### which was returned as customer damaged. I apologize for the frustration this has caused.

Please know after a review by our Operations Team, I confirm that Amazon will only compensate a seller for refunds that are issued due to Amazon-responsible damage - i.e., damage occurring during fulfillment or in the Fulfillment Center. Customer damage or Defective are not Amazon-responsible damages, and therefore we will not be able to compensate the seller for those refunds. This policy is located in Section 3.2 of the FBA Manual:

https://sellercentral.amazon.com/gp/help/help.html?ie=UTF8&ref_=ag_200213130_cont_200209140&itemID=200213130&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52&language=en_US

We understand you being a Seller are reporting a unfulfillable item which may not have gone in your favor, however as a Part of doing business with Amazon these situations do occur.

Also, by using FBA, the seller gives Amazon full control over handling fulfillment and customer service, and that we (Amazon) “…reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines.”

This policy is located in Section 7.5.1 of the FBA Manual:
https://sellercentral.amazon.com/gp/help/help.html/ref=ag_200379860_cont_200298130?ie=UTF8&itemID=200379860&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52&language=en_US

Please know that, when an item returns to our warehouse as customer damaged or defective, it is put into unfulfillable status. We do not credit the sellers in this case.

This policy is located in Section 3.2 of the FBA Manual:
https://sellercentral.amazon.com/gp/help/help.html?ie=UTF8&ref_=ag_200213130_cont_200209140&itemID=200213130&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52&language=en_US

Also, please know that our warehouse associates do not open every unit returned to our Fulfillment Center. Hence it is impossible to assess every customer returned unit. As you are aware that returns and refunds are a part of business and we at Amazon.com understand its importance from a seller's point of view.

However, Amazon is a platform for both the online transactions for buyers and sellers and our goal is to meet the expectations of both the parties. Our guidelines are set so that excellent experience is provided to our buyers and our sellers. Our returns policies provide complete guidelines to our buyers regarding the requirements of return.

You do understand buyers may not follow the guidelines completely leading to such situations. In order to be fair to our buyers, we process the return. Though this may seem unfair and may also be a potential loss to you, we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines.

Also why we have accepted the return of the units in Customer Damaged/Defective condition, we believe that customer satisfaction is a key element of business strategy. In order to be fair to our buyers(as they are returning the unit- though incomplete or damaged), we process the return. Though this may seem unfair and may also be a potential loss to you , we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these return guidelines .

We understand the frustration a seller can feel when customers return the units in customer damaged/defective condition. However, this is a normal part of doing business. One of the things that attracts customers to Amazon.com in the first place is the knowledge that they can cancel and return orders.

We do understand that there are situations, where buyer may misuse the system in-spite of having dedicated teams and systems in place to take action against buyers who are violating. We do consider this and would certainly work to improve our surveillance over violating buyers. Having said that, we at Amazon genuinely consider seller experience as the prime factor in our day to day operations.

To help ensure a great customer experience, which drives customer satisfaction and loyalty and makes FBA offers more attractive, we reserve the right to accept returns for Units that are defective or customer damaged on a case-by-case basis.

Customer Service does refund buyers to ensure a great customer experience, which ultimately drives customer satisfaction and loyalty, we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines. This encourages customer centric approach and we hope you understand the importance of customer centric experience towards buyers and their returns and refunds.

However, Units that are defective or damaged by customers are not covered by the FBA Lost and Damaged Inventory Reimbursement Policy:
https://sellercentral.amazon.com/gp/help/200213130&referral=A1A4D2HO9B6VO5_A1EELPZUO65A52

Hence, we insist our sellers to create a removal order and receive the units. You can change the outer packaging of the product and ship the units back to our fulfillment center or list it in a different condition depending on the situation.

When you create a removal order, the units in our fulfillment center will be shipped out to you in the address you provide us.

For more information on removal orders, please view the link below:

http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_ac?ie=UTF8&nodeId=200280670

Amazon deems in being upright and completely fair to our sellers, without the slightest intention of deceiving or depriving them. You are our valuable seller and we will always make sure that you make the best of business with us and we wish to see you grow along with us.

I truly understand your disappointment and hope you understand my limitation in regard.

Please let us know how we did.

Were you satisfied with the support provided?

Click here for yes:
Click here for no:

Thank you!

To view your case details, or respond, please click

Please note: this e-mail was sent from an address that cannot accept incoming e-mail. If you require additional support please contact us https://sellercentral.amazon.com/hz/contact-us


Thank you for selling with Amazon,

Kamesh M
Amazon.com Seller Support

How many different ways can he say, "We are going to bend you over a barrel even though it's obvious that the buyer screwed you. Oh, and guess what?  There's nothing you can do because you signed up for it"?

[belljohn]

14 minutes ago, Loghamel said:

How many different ways can he say, "We are going to bend you over a barrel even though it's obvious that the buyer screwed you. Oh, and guess what?  There's nothing you can do because you signed up for it"?

Yes, but we keep using FBA because it is so easy to use and the selling prices are good.

On your condition question.  For me it depends on the set.  Is it highly collectible, or is it a City set I bought 70% off?  I never send sets with holes or crushed sides, but I will send some with creases or dings if it isn't a high value set, or if I know it will be a Christmas present for a kid.  For the most part, I send in my best condition sets to Amazon and sell the damaged sets on eBay or locally.  I always sticker my sets to insure quality too.

[Brickson]

That Amazon reply is pretty funny though you gotta admit, it's basically 4-5 responses copy pasted as one response just to get the point through and hope you fall asleep before finishing it.

[jmdt]

I'm not able to sell on Amazon without it being fulfilled by Amazon FBA. My metrics are fine but I have only sold a handful of items. I sent in an inquiry and received the notice bellow. Has anyone else received this? Is there anything I can do about this?

I guess I should note the only things I am selling are toys. Mostly Lego and it is less than 10 items total.

 

Dear Seller,

I have checked and see that the listings with "Blocked unless FBA" are only available for pre-approved sellers and are restricted for other sellers. This is due to the direct agreement request from the manufacturer of these products.

Amazon respects a manufacturer's right to institute policies and rules to manage and control the distribution of its products. Amazon considers the enforcement of these policies and rules to be a matter between the manufacturer and the retailers. We are currently not accepting any new applications for approval.

Please note that you can still sell these products if you convert the listings to Fulfillment by Amazon (FBA).

To learn more about Fulfillment by Amazon and sign up, see our web page:
http://services.amazon.com/fulfillment-by-amazon/benefits.htm?ld=AS

To enable your listings with FBA:
1. Log in to your seller account.
2. In Manage Inventory, find your listing you would like to enable with FBA. The products that are ineligible for listing are marked with a yellow icon on the far left of the row.
3. In the Actions column, select "Unblock with FBA" from the dropdown menu.
4. To convert your listings and ship them now, click the Convert & Send Inventory button. To convert them and prepare them for shipping later, click Convert Only.

However, if my understanding is wrong and if you are referring to any specific ASIN for which you have supported documents, please write back to us with the ASIN.

Or, if there are no further queries regarding the same, there is no need to take any action on this case as it would be automatically closed within 48 hours.

We appreciate your understanding.


Thank you for selling with Amazon,
 

Edited February 4, 2016 by jmdt

[newbie77]

5 minutes ago, jmdt said:

I'm not able to sell on Amazon without it being fulfilled by Amazon FBA. My metrics are fine but I have only sold a handful of items. I sent in an inquiry and received the notice bellow. Has anyone else received this? Is there anything I can do about this?

I guess I should note the only things I am selling are toys. Mostly Lego and it is less than 10 items total.

 

Dear Seller,

I have checked and see that the listings with "Blocked unless FBA" are only available for pre-approved sellers and are restricted for other sellers. This is due to the direct agreement request from the manufacturer of these products.

Amazon respects a manufacturer's right to institute policies and rules to manage and control the distribution of its products. Amazon considers the enforcement of these policies and rules to be a matter between the manufacturer and the retailers. We are currently not accepting any new applications for approval.

Please note that you can still sell these products if you convert the listings to Fulfillment by Amazon (FBA).

To learn more about Fulfillment by Amazon and sign up, see our web page:
http://services.amazon.com/fulfillment-by-amazon/benefits.htm?ld=AS

To enable your listings with FBA:
1. Log in to your seller account.
2. In Manage Inventory, find your listing you would like to enable with FBA. The products that are ineligible for listing are marked with a yellow icon on the far left of the row.
3. In the Actions column, select "Unblock with FBA" from the dropdown menu.
4. To convert your listings and ship them now, click the Convert & Send Inventory button. To convert them and prepare them for shipping later, click Convert Only.

However, if my understanding is wrong and if you are referring to any specific ASIN for which you have supported documents, please write back to us with the ASIN.

Or, if there are no further queries regarding the same, there is no need to take any action on this case as it would be automatically closed within 48 hours.

We appreciate your understanding.


Thank you for selling with Amazon,
 

which items are you trying to sell? can you post may be 2 or 3 ASIN's.

this seems like you were trying to sell some newer SW sets (not sure?) but they need approval and based on that email looks like you can't even apply for that anymore ...

geez.. now this means more $$ for folks who are already approved

[jmdt]

2 minutes ago, newbie77 said:

which items are you trying to sell? can you post may be 2 or 3 ASIN's.

this seems like you were trying to sell some newer SW sets (not sure?) but they need approval and based on that email looks like you can't even apply for that anymore ...

geez.. now this means more $$ for folks who are already approved

Nothing crazy or new. It's also strange because I have been selling on Amazon for two years. I had to switch to FBA for Christmas but it doesn't seem to have allowed me to switch back.

B00IANU1W6

B007GE5X7S

B00AD0UO2G

[Darth_Raichu]

14 minutes ago, jmdt said:

Nothing crazy or new. It's also strange because I have been selling on Amazon for two years. I had to switch to FBA for Christmas but it doesn't seem to have allowed me to switch back.

B00IANU1W6

B007GE5X7S

B00AD0UO2G

Are these existing listing from before Christmas? Do you see the same thing when you add an item to sell?

[asharerin]

25 minutes ago, jmdt said:

 

B00AD0UO2G

There is your answer. Stay far far away from Disney items. This looks to be a duplicate listing made by someone to circumvent Disney restrictions. Just be thankful you were not completely banned.