Tomorrow on the 1st of November, Amazon.com’s new return policy kicks into action. When a request is submitted to return a US seller fulfilled product it will be automatically authorized if it falls within Amazon’s returns policy. Amazon will provide customers with prepaid return labels on behalf of the seller.
Amazon say “We hope that this change benefits you, the seller, and your customers. With this update, customers will be able to return an item immediately, and without coordinating with you, reducing the time you dedicate to processing returns“.
The downside of automated returns is of course that it takes away the possibility of rescuing the sale. Perhaps it’s user error and a minute of customer support could save the sale, regardless if the customer clicks the button you as the seller incur the cost of a return like it or not.
It is possible to request exemptions for specific ASINs that meet certain requirements for instance items that are non-returnable by law, dangerous goods, digitally delivered goods and items which either require special handling or special shipping (e.g. insurance). There is also an exemption for when the item is worth less than the return shipping cost. The the existing returns process will continue for exempted returns and returns that fall outside of Amazon’s standard return policy.
If you wish to appeal a prepaid return contact the Amazon Prepaid Returns Appeal team at email@example.com. The appeal is between you and Amazon, and as such should not impact your buyer in any way.