You also incur fees around the processing of the refund back onto the buyer’s card (and the time involved in managing and recording that), then you need someone to check the returned item for damage and decide whether it can be resold. The feature enables sellers to refund a buyer without taking back an item that could cost more to ship than it’s worth, or which would be hard to resell (read: if it broke in transit).Īfter all, there’s more to returns than the cost of shipping. That’s why Amazon is also introducing “returnless refunds,” which the company has claimed is “highly requested” by sellers. Processing returns can often range between 20 percent and 65 percent of the cost of goods sold, as per UPS research. Related: How to handle Amazon FBA shipping and returns How the policy covers low-cost items “Given that half of all online shoppers now look to see what sort of returns policy a seller has, Amazon is helping to level the playing field somewhat with FBA by implementing this policy-and third-party sellers may in fact benefit from higher sales,” says Barry Doyle, xSellco’s chief financial officer.īasically, a policy that mirrors how Amazon handles returns for its own products as well as those sold by FBA merchants means that shoppers will receive a unified experience. Not to mention, the site’s hundreds of millions of shoppers expect a consistent experience across the board, whoever they’re purchasing from. Left unsaid here is the underlying reason for Amazon’s update: third-party sellers accounted for more than half of items sold on Amazon in the first half of 2017. Why Amazon is changing its returns policyĪccording to an email received recently by sellers who manage their own fulfillment, Amazon is rolling out this change to “reduce the effort required to manage your returns and decrease your customer Return Dissatisfaction Rate (RDR), thereby improving your ratings.” If this update affects you, don’t panic-there’s more to it than meets the eye. In addition, once a return has been received, the seller must issue a refund to the buyer within two business days-or Amazon will do so and charge the amount to the seller’s account. That means a customer will no longer need to contact the merchant before returning an item for a refund and the seller won’t be able to talk to the buyer to see if the problem can be solved before the product is sent back. Third-party sellers who opt to ship orders themselves will be subject to the same rules as items shipped by Amazon: automatically approved returns and prepaid shipping labels. Amazon is changing its returns policy for marketplace merchants that don’t use its fulfillment program.
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