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Returns & Refunds - Shared screen with speaker view
Felix - Amazon Seller Ambassador
16:14
Hi all we will start in a few minutes!
Ben Sia
20:02
The graphics are abit low res.
Stewart Hunter
20:40
I think its zoom quality & connection
Stewart Hunter
20:44
Not much you can do about it
Stewart Hunter
21:02
Carry on
Jeremy Teo
21:06
Just move on first
Crystal - Amazon
21:21
For previous meet ups: https://services.amazon.sg/seller-ambassadors.html
Raymond Seetoh
22:11
Debbie, where do you keep your products and inventory?
Crystal - Amazon
22:20
Facebook page here! https://www.facebook.com/AMZSASG
Ruihong - Amazon Seller Ambassador
22:56
@raymond all 3 of us use FBA for our product and inventory
Ben Sia
23:22
That's great! Better than hooked by Amazon "gurus" on YouTubes!
Raymond Seetoh
23:44
I am planning to sell to US market? Can we Singaporeans use FBA for US? Any tips?
Ruihong - Amazon Seller Ambassador
24:03
yup you can. we all sell in US haha
Felix - Amazon Seller Ambassador
24:39
https://sell.amazon.com/you can find out more here Raymond
Ruihong - Amazon Seller Ambassador
24:47
the difference is that you will need a 3pl or freight forwarder to send inventory to FBA warehouses
Eugene guo
26:02
including dry goods aka food?
Raymond Seetoh
26:44
what is 3pl?
Nicholas NEE
27:19
If the return reason is "Order not received", and it is FBA, the seller also suffer some loses? That is so unfair!!
Ruihong - Amazon Seller Ambassador
28:36
3rd party logistics
Ruihong - Amazon Seller Ambassador
28:54
dry goods yea
Ruihong - Amazon Seller Ambassador
29:13
but food stuff are regulated by FDA, gonna make sure you have your certs
Roy Ong
29:45
Great to meet and connect with all here, any good 3PL recommendations in the US?
Ruihong - Amazon Seller Ambassador
29:52
sometimes for order not received, you will be reimbursed if you are using FBA
Patrick Tan
30:35
Oh I see
Nicholas NEE
30:59
Even the returned item is deemed "sellable", can we set it that all returned items be disposed? Sometimes the AMZ staff cannot make a good judgement of the returned item condition, and we get bad review from the next customer
Felix - Amazon Seller Ambassador
32:04
HI Nicholas, the way I control it is to have breakable seal with a note telling the AMZ staff that broken seal is unfulfillable, do not return to inventory
Felix - Amazon Seller Ambassador
32:47
Make it binary and easy to decide for the AMZ staff
Nicholas NEE
32:56
Hi Felix, the note is written on the seal itself, or on the AMZ settings?
Felix - Amazon Seller Ambassador
33:09
I have it written on the seal
Felix - Amazon Seller Ambassador
33:22
As far as I know there is no setting for this
Raymond Seetoh
33:53
who pays for shipping of returns?
Noriko M
34:03
Debbie, under Seller Central "Return Setting", there is "Return Address Setting" where Amazon requires you to input the address. I can't leave it blank and currently my US virtual address is reflected. I do not want anything to be sent to this address. How can we handle this part?
Dzulhilmi Amin Mohamad
36:29
Can we download the slides after the webinar?
Ben Sia
37:11
Do you face dishonest buyers and how you handle it?
Crystal - Amazon
37:27
Yes! You will be able to re-watch the recording here: https://services.amazon.sg/seller-ambassadors.html#recordings
Tian Yee WU
37:34
Hi Felix, do you directly just write "If Seal is broken, do not return to inventory", and paste this on the opening of the package?
Felix - Amazon Seller Ambassador
39:24
Hi Tian Yee, yes I do. Just make it easy for the Amz staff. Have them in mind when you are designing your seal
Ruihong - Amazon Seller Ambassador
39:31
i encountered quite a few dishonest buyers, i personally will just refund them because it is not worth the trouble
Tian Yee WU
40:09
hi felix, thanks! that's a good idea. I would see how to incorporate this in my process too.
Ruihong - Amazon Seller Ambassador
40:29
Felix's advice is to price these costs into your product, take returns/ refunds as part of operating costs
Nicholas NEE
40:34
Returnless refund, vs normal return, any cost difference to the seller?
Nicholas NEE
43:15
Auto unfulfillable removal vs manual removal instruction, same cost to the seller?
Ellen Yong
43:27
Can we mention- once opened ,considered sold ?( already worn, or Try on ), referring especially for accessories *for hygiene purposes . thanks !
Felix - Amazon Seller Ambassador
45:26
Hi Nicholas, I don't remember the fees off hand. But all these are available online. Try this link:https://sellercentral.amazon.com/gp/help/external/G21531?language=en_US
Felix - Amazon Seller Ambassador
47:35
Hi Ellen, it depends on the categories as defined by the Returns Policy. You have to work with that
MOHAMAD SASTROSUBROTO
48:14
amazon sale my return product under amazon warehouse. when amazon warehouse deals get sales, Do I also get %?
Vincent Chen
49:11
If you want to send a replacement instead of doing a refund, what are your options under FBA because as FBA seller, you rely on Amazon CS and they focus on refund, not replacement.
Felix - Amazon Seller Ambassador
49:21
No you don't Sastro, they probably reimbursed you for warehouse damage or disposed. You don't own the item anymore
Ruihong - Amazon Seller Ambassador
49:53
@vincent you can create a fufilment order under manage inventory
MOHAMAD SASTROSUBROTO
52:15
thanks @Felix
Nicholas NEE
53:04
When there is a refund due to "defective product", and the item was not returned after 45 days, can we claim for reimbursement? or AMZ has actually authorized a returnless refund?
Felix - Amazon Seller Ambassador
56:17
Hi Nicholas: If a customer is refunded for your item, but the item is not returned to an Amazon fulfillment center within 45 days of the refund, in most cases, we will charge the customer and reimburse you.
Felix - Amazon Seller Ambassador
56:34
https://sellercentral.amazon.com/gp/help/external/200379860
Felix - Amazon Seller Ambassador
56:45
here is a link I googled
Amy Kingsley
57:21
what if it’s for silver jewellery? and it’s FBA.. what is the return policy?
Nicholas NEE
58:05
FBA: If I set auto disposal, does it mean this "defective item" will be returnless?
Felix - Amazon Seller Ambassador
58:29
Hi Amy, return policy link: https://www.amazon.com/gp/help/customer/display.html/?nodeId=201819190&language=en_US
satish s
59:26
Whats is stock under RESEARCHING means ?
Eugene guo
01:04:32
could it be store credits?
Ben Sia
01:04:37
Should ask customer support.
satish s
01:10:12
Whats is stock under RESEARCHING means ?
satish s
01:10:21
no one answered it
MOHAMAD SASTROSUBROTO
01:11:18
is researching on shipment?
Ruihong - Amazon Seller Ambassador
01:12:27
researching when you check the FBA status?
satish s
01:12:42
yes right
Ruihong - Amazon Seller Ambassador
01:12:51
i think that's usually amazon doing some investigation to confirm the number
Kong Kwokhon
01:12:56
Hi Ambassadors, would you have a session on “ Shipment procedures from China to FBA”. Which air & sea freight forwarders to recommend. Thanks
Ruihong - Amazon Seller Ambassador
01:13:06
that status is not very telling
satish s
01:13:20
but that's happening to single units
satish s
01:13:30
not for a number of stock
Ruihong - Amazon Seller Ambassador
01:13:52
what do you mean by single units?
satish s
01:14:08
example , if I send 100 units 1 out of it is shown as RESEARCHING
Amy Kingsley
01:14:11
@felix it just say some jewelleries... mine is FBA and for pendants amd necklaces
satish s
01:14:12
for my 2 listings
satish s
01:14:27
now that disappeared and no money is credited for those into my account
Ruihong - Amazon Seller Ambassador
01:15:05
hmmm, i am not sure tbh
Ruihong - Amazon Seller Ambassador
01:15:22
usually researching goes into reserve or available after a while
Ruihong - Amazon Seller Ambassador
01:15:39
you should tally the FBA shipment qty vs. the total number received
Ruihong - Amazon Seller Ambassador
01:16:07
if there is a discrepancy you can actually file for reimbursement
Crystal - Amazon
01:16:15
You can like the FB page here: https://www.facebook.com/AMZSASG
Vincent Chen
01:18:01
Thanks Debbie
ZK Singapore
01:18:03
Thanks Debbie, Felix and Ruihong!
kathryn goh
01:18:07
thanks
Jordon Tan
01:18:09
thanks!
MOHAMAD SASTROSUBROTO
01:18:09
THANKS!
Amy Teo
01:18:09
Thank Debbie
Matt
01:18:10
Thanks Debbie
Roy Ong
01:18:11
Thank you!
Tian Yee WU
01:18:12
thanks!
Lynn Lim
01:18:12
Thank you
Hazel Tan
01:18:12
Thanks
Amy Kingsley
01:18:14
thanks
Rommy T
01:18:14
thanks!
Noriko M
01:18:16
thanks!
Dzulhilmi Amin Mohamad
01:18:20
Thanks
Elton
01:18:25
Thanks all much appreciated
Kong Kwokhon
01:18:28
Thanks
Roni Wiguna
01:18:41
thanks