Announcement reposted from Amazon Europe:
We’ve launched a new product condition questionnaire for buyers that requires them to assess product condition before they complete a return of Fulfilled by Merchant (FBM) items purchased in our Belgium, France, Germany, Italy, Netherlands, Poland, Spain, Sweden and UK stores.
This new process will help you decline non-eligible FBM returns and protect your business from loss on unsellable inventory.
If a buyer indicates a sealed product has been opened and they’ve changed their mind, they won’t be able to complete a self-service return. As a result, you may see an increase in contacts through Buyer-Seller Messaging.
A reminder that in accordance with EU consumer protection law, returns can be declined if:
- The customer changed their mind about an unsealed hygiene or media product that can’t be sanitised for resale.
Returns must be accepted if:
- The product is sealed, regardless of the reason for return.
- The product is defective or damaged, whether sealed or unsealed.
For more information, refer to our customer Returns Policy.