Amazon will automatically return products to consumers? Sellers start complaining again after the new policy is released...

Yesterday, Amazon US issued an announcement stating that it would " automatically authorize return requests for orders fulfilled by sellers ."

The announcement stated: “Amazon will automatically complete return request authorization for all sellers for orders shipped by the seller alone starting in 2021. With this launch, buyers will receive a timely return request authorization that applies to requests within the scope of the following.” (The announcement did not mention “scope”)

This policy is mainly aimed at sellers who ship their own goods ( FBM) . As soon as the announcement was released, it caused a lot of complaints from sellers. Many sellers have been cheated by fraudulent buyers. After the update of the return policy, sellers may find it more difficult to deal with fraudulent buyers.

At the same time, the announcement stated: "The purpose of providing automatic authorization for buyers is to save sellers' time and labor, without the need for sellers to review and approve each return request again. In addition, this rule will help sellers create a better buyer experience. While reducing contact with buyers, it protects sellers from the impact of AZ claims."

Amazon emphasized: “This release is an automation of our existing policy, and the policy itself remains unchanged. Sellers can still communicate with buyers and have full control over your return shipping methods, return fees, and refunds.”

One thing to note in the announcement is that products in multiple categories and subcategories are not subject to automatic return request authorization, which Amazon will send to sellers for manual review.

Although Amazon’s new policy aims to improve the e-commerce logistics and distribution mechanism and provide a better experience for both buyers and sellers, there are many problems.

First, the announcement was not “complete” because it did not address the scope of the authorization. Second, a large number of sellers scoffed at Amazon’s statement that “sellers can still communicate with buyers and have full control over your return methods, return fees, and refunds . ”

In the discussion area below the announcement, many sellers expressed their opinions ↓

Seller A: A prepaid return label fee is charged, and Amazon refunds the shipping cost to the buyer at the seller's expense, which means the buyer's wrong order costs the seller both the outbound shipping cost and the return shipping cost. The seller has no control over the return shipping method, nor can they charge the return shipping cost and issue a refund.

Seller B: Helping buyers who deceive FBM sellers opens a new door. Sellers do not need Amazon's help. This policy should be an option rather than a directive.

Seller C: Every time a return is made, it is immediately stamped with a prepaid return shipping label. The seller has no control over the shipping method, and many buyers send an empty box when returning the goods, but the goods are missing...

Amazon always puts the buyer experience first when releasing policies and respects consumers, which is understandable for a commercial company. However, it is often the sellers who pay for such behavior. It seems that many sellers will cry in the toilet after the new policy is released ...

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Automatic returns