FBM advice needed

Sell On Amazon Order Management, Shipping, Feedback & Returns
1

A customer ordered a vacuum cleaner that was sent brand new, sealed, and in a box.

The customer has opened a return request, which was automatically authorized by Amazon, stating the reason as “parts and accessories missing.”

I messaged the customer asking them to send me more images, but they have ignored the message and not responded.

I understand I have to accept the return, but I believe they may either send back their used old vacuum or have taken certain attachments out of it.

Does a seller have any protection or argument to avoid providing a refund, or at least issue only a partial refund at this stage?

2

As a seller, you must accept the return as per Amazon’s policy, but you do have the option to inspect the returned item before issuing a full refund. If the customer returns the item incomplete, used, or with missing parts, you can file a SAFE-T claim with Amazon to dispute the refund. Document everything carefully, including photos of the returned item showing its condition and any missing parts. If the item is not returned or if the customer sends back something entirely different, escalate the issue to Amazon Seller Support with all evidence, such as the original shipment details and photos of the return, to justify a partial or denied refund.

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3

Get the product back. If it’s a switcheroo, open a case with Amazon. If parts are missing, do the same. Fight your case with Amazon.