Amazon Warehouse is a service where Amazon FBA customer returns that are shipped back to Amazon are inspected and then resold on Amazon under the Amazon Warehouse brand as long as Amazon employees believe the return to be in like new condition and resellable.
Unfortunately, it appears one of Amazon's customer returns did not receive the necessary inspection and made it's way back onto the virtual shelves to get resold.
According to PIX11 News, a NJ mom ordered two boxes of diapers from Amazon Warehouse as she normally does for her two daughters and when she opened the box, something wasn't normal.
As parents, we all know what a heavier than normal diaper means...
The diapers were soiled with what appears to be used diapers that were resold by Amazon Warehouse Deals.
Here's where it gets even more interesting...After contacting Amazon's customer service to explain the situation, the customer service agent obviously doesn't have a "script" or operating procedure for this particular situation so they stuck to the normal script and told the family to keep the diapers and they will be refunded.
That's right, Amazon's customer service thought it would be best to allow the family to keep the soiled diapers. No need to ship them back.
Amazon Customer Return Horror Stories
In another recent story, an Amazon customer purchased a waffle iron as a Christmas gift for her granddaughter. Once opened, it was obviously not a new waffle iron as described. You can read more about this Amazon customer return horror story here.
Are Amazon Customer Returns Getting "Out of Control"?
With 1.9 million customer return packages shipped by UPS in a single day and many of these going back to Amazon, it’s understandable how customers returns are “getting out of control” for Amazon and other online retailers.
It’s estimated that $90-95 Billion worth of merchandise will be returned after the 2019 Christmas season. Online customer returns have mushroomed into a tremendous problem for Amazon and for Amazon third-party sellers (3PS). We call customer returns the “Silent Killer” for online merchants as many of them simply consider it a “Cost of doing business” that they ignore and write off.
In 2019 Amazon was caught red-handed trashing millions of dollars of product to make space in their warehouse for new product. Amazon has also recently changed the rules for third-party sellers on how they can dispose of or refurbish their FBA customer returns. Amazon has also been quietly building their Amazon Renewed program to help combat the issue.
What are online sellers doing to combat the drain on their profits from customer returns?
Online retailers (including Amazon) are starting to realize they can’t ignore customer returns anymore and MUST DO SOMETHING ABOUT IT! Savvy Amazon third-party sellers are taking matters into their own hands and partnering with Back-Track to help them recover their lost profits by refurbishing and reNEWing their customer returns back to a resellable state. Most often these refurbished products will get resold to new customers on the Back-Track website, eBay or in local retail stores. Sometimes they get sent back to Amazon FBA as refurbished products to be sold at a discount to full-priced new products.
2020 is the year many online retailers take charge of their customer return problem. If you’d like help with taking charge of your returns, contact Back-Track to get started today!
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