Returns of goods from a client via FBA and FBM - what to do?

Running a business on Amazon provides many opportunities for sellers, but it also presents them with a number of challenges, one of which is processing product returns. In this article, we'll look at how to effectively manage returns through the Fulfillment by Amazon (FBA) and Fulfillment by Merchant (FBM) programs, and what steps you can take to minimize waste and improve the customer experience.

1. Fulfillment by Amazon (FBA) Returns

Features of FBA returns

Fulfillment by Amazon (FBA) is a service in which Amazon handles all aspects of storing, packaging, and shipping an item. FBA returns are also processed by Amazon, making the process much easier for the seller.

Steps to process FBA returns

1. Return Notification: Amazon notifies the seller when an item is returned through Seller Central. The notification indicates the reason for the return and the status of the product.

2. Product Status Check: Once the product is returned to the Amazon warehouse, it is checked to ensure it meets quality standards. Items may be classified as new, requiring minor repairs, or unfit for resale.

3. Inventory Management: The seller must monitor the status of the returned item in its inventory. Items that are salable may be returned to active inventory, while damaged items may be disposed of or sent for repair.

Tips for reducing returns

• Good Product Descriptions: Provide accurate and detailed product descriptions to minimize misunderstandings and misguided customer expectations.

• High Quality Photos: Use high quality product images that show all the details and features of the product.

• Quality Control: Regularly check the quality of products and suppliers to avoid problems with defective products.

2. Returns under Fulfillment by Merchant (FBM)

Features of returns via FBM

Fulfillment by Merchant (FBM) is a model in which the merchant independently manages all aspects of storage, packaging and delivery of goods. Within FBM, the seller also independentlyprocesses returns, which requires more involvement and control.

Steps to process FBM returns

1. Receiving a Return Request: The seller receives a return request from a buyer through Amazon. It is important to respond quickly to such requests to ensure customer satisfaction.

2. Assess the reason for return: Analyze the reason for the return and determine whether the product meets the return conditions. If necessary, contact the buyer for further information.

3. Customer Instructions: Provide the customer with clear instructions for returning the item, including shipping address and packaging requirements.

4. Receiving and checking the goods: After receiving the returned goods, evaluate its condition and decide what to do next with the goods. If the item is salable, return it to inventory. If not, dispose of it or send it for repair.

Tips for reducing returns

• Clear return policies: Establish and publish clear and fair return policies so customers know what to expect.

• Responsive Customer Support: Respond quickly to customer requests and questions to resolve issues before they result in returns.

• Customer Feedback: Collect feedback and analyze the reasons for returns to identify recurring problems and improve product and service quality.