Amazon offers sellers new refund, resale options for returned items
Amazon is expanding the ways third-party sellers can manage product returns.
The company is now offering sellers that use its hosted Fulfillment by Amazon (FBA) service more options to manage returned inventory — including not requiring customers to return select items.
Under the expanded services, U.S.-based sellers can now enroll in FBA Returnless Resolutions program, which enables them to grant refunds without requiring the customer to physically return the item. (Some products are ineligible for the program, including dangerous goods, heavy and bulky items, and those with an average sales price above $75.)
For items that are returned to Amazon's return centers, the company offers "grade and resell," an optional program that provides sellers with a resell channel on Amazon for returned inventory. Before an item can be sold through grade and resell, Amazon conducts an inspection to test the condition of each item and provide a detailed description of its condition.
For electronic items, Amazon will power on, test, and factory-reset as part of the evaluation. Based on the quality check, each item will be assigned one of four listing conditions: "like new," "very good," "good" or "acceptable."
Grade and resell was previously available to retail brands, and is now being offered to all sellers who use FBA in the U.S.
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Product support
Both retail brands and FBA sellers can opt in to provide customers with free product support on eligible items once an item is purchased, helping with product setup, product use, or troubleshooting issues.
Depending on the product, participating brands and sellers can provide customers with manufacturer contact details, step-by-step troubleshooting instructions, help videos, or coordinate the replacement of missing or broken parts.
Product donations
In cases where products cannot be resold due to various reasons but are usable, Amazon partners with the nonprofit organization Good360 to donate these items to families and individuals in need. Sellers using FBA can join the donations program to participate in this program.
Amazon actively assists third-party retailers (primarily small-to-medium-sized businesses) to sell via its e-commerce site with at least 150 tools and services.
“At Amazon, we are committed to providing our selling partners with a range of options to handle their returned inventory efficiently and responsibly,” Amazon said in a corporate blog post. “We strive to offer solutions that prioritize convenience, extend the life of products, and support communities in need.”
