I recently had a couple of items returned as “faulty,” “not working anymore,” or “no longer wanted.”
The items, a Makita 4-bay charger and a Lego Fiat 500 set, were sent to Amazon in brand-new condition. However, after being sold and returned by customers, Amazon deemed them “unfulfillable” and sent them back to me.
Upon receiving them, I discovered that either the buyers or Amazon had completely trashed the packaging for both products. The damage is so severe that they are no longer sellable, especially the Lego set.
What should I do next, and what should I expect? I’ve already paid the fulfillment fee, and I’m wondering if I can claim a refund for these issues. After all, Amazon wouldn’t have fulfilled these items in the first place if they had arrived with such damaged packaging.
File a claim with Amazon for the damaged items. Go to “Manage Inventory”, select the items, and click “File a claim” under “Actions”. Choose “Damaged or defective item” and provide photos. Amazon may reimburse you and waive the fulfillment fee.
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You should open a case with Amazon Seller Support and request a reimbursement under the FBA Customer Return Policy if the items were returned in an unsellable condition. Since you sent them in brand-new condition, but they were returned damaged, Amazon is responsible for ensuring returned items meet resellable standards. If the damage was caused by the customer, Amazon should reimburse you based on the FBA Lost and Damaged Inventory Reimbursement Policy, but only if they accepted the return incorrectly. Provide clear photos of the damaged packaging and product, along with any relevant order details. If Amazon denies the claim, you can escalate the issue by referencing their policy and insisting on a fair resolution.