Returns are a fact of ecommerce life and Amazon is no different. Stay on top of returns to maintain good feedback and metrics. Also, customers may start returns when there are problems with an order.
Returns setting are managed from Settings > Return Settings. This includes:
- Authorisation of returns. Options to authorise each return separately, or to auto-authorise returns. According to Amazon’s policy, some returns are automatically auto-authorised e.g. SFP orders
- Return postage labels. Select whether to provide a free label of not. Note this is not obligatory.
- Return number setting. Chose whether to let Amazon generate a Returns Merchandise Authorisation number (RMA) or provide your own one
- Refundless returns. Specify circumstances under which an item return is not required
- Return message settings. Messages sent to customers when returns are accepted
- Returns address settings. Amazon requires local returns addresses for international orders
Any requested returns will appear in Orders > manage returns and an email sent to a specified email. The following options are available for each return
- Authorise/deny. Valid return requests should be authorised. Requests outside the return window can be denied
- Issue refund. If there is a problem with the order it may be better just to refund the order
- Contact customer. Frequently customers use the return option when they have a problem with an order which needs fixing
Amazon gives itself carte blanche to do whatever if like customer service wise. It can refund a customer for any and all reasons.
If you feel that a refund is not justified e.g.
- An item was sent back outside the 30 day return window
- A refund was given for an order which was recorded as delivered
The file a Safe-T claim to try and reclaim the money.