This is a solution that will cover important information to know prior to working an RMA.
- WALMART -
Restocking fees and label deductions are not allowed. All refunds will be full refunds. Very bottom of this Walmart info section I will mention what to do if item is trashed or we were sent something that we do not sell.
Prior to working an RMA, pull up the order in Walmart's return center to see if it was already refunded. Information in here will also determine if you are emailing the customer at the end.
I will show a NON Refunded Walmart (one you would actually refund via SellerCloud during the RMA process) and a Refunded one (one that you would solely be setting resolution for, and not actually refunding.)
WHEN TO EMAIL THE CUSTOMER:
-Do not email ones "Channel - in store"
-Do not email any that have been already refunded for multiple days, regardless of "Channel"
-Solely email ones that you physically refunded today and the "Channel" is "My Account" or "Customer Care"
IF ITEM WAS TRASHED OR WE RECEIVED A PRODUCT THAT WAS NOT OURS:
Walmart will automatically refund the order if we do not. If it was not automatically refunded by the system while it was in transit, I recommend refunding it yourself. You can be stubborn and not do this...but the system will refund it 48 hours from delivery if you don't.
Ultimately you need to dispute the return. The dispute button will NOT appear on the line in the returns center until: 1. Item was delivered to us and 2. the refund has been issued at least 48 hours ago.
This is why I recommend simply refunding them when they arrive, it starts the 2 day count down. Rather than waiting 2 days for Walmart to refund automatically...then waiting 2 more before you can dispute. Once the button appears, you simply click that and it walks you through the steps. It's very straightforward, I recommend keeping it simple, pictures are required. I like to also mention when it appears to be a store mistake. "It appears as though a Walmart representative shipped the item to the wrong 3rd party seller, we do not carry XXX. We have not received back our XXX." sort of thing.
- AMAZON SFP -
First - prepaid labels!
Amazon has two charts that outline what is buyer and seller pays. The following are the most common ones. I use my best judgement. If they say inaccurate website description - or specifically mention the sizing chart, I tend to not deduct. I do not want to draw attention to the sizing chart.
Seller Pays - Defective, Inaccurate Website Description.
Buyer Pays - Bought by Mistake, Bought Wrong Part, No Longer Needed, Better Price Available
Also Buyer Pays - Performance or Quality not Adequate" and "Incompatible or not Useful". I deduct for these but I have a special note to leave for these (One Amazon chart says they are buyer pays, one says seller pays)
Other Buyer Pays - Many customer select Defective but have the following comments, I deduct for these and just leave good notes in Amazon. Too small, too big, too narrow, too wide, didn't work with my XXX, Arrived late (you need to check Amazon ETA and actual delivery date before deducting for this one)
NOTES FOR AMAZON (When Deducting):
If straightforward Buyer Pays: XXX is a buyer pays return reason, deducting return shipping costs per Amazon's posted policy. https://sellercentral.amazon.com/gp/help/202080050?language=en_US&ref=ag_202080050_cont_G202175040
^I also use the above if they misused defective coupled with comment "too small", "too big", "too narrow" or "too wide" I just put one of those four in the XXX spot and use that note.
Performance or qual not adequate/incompatible or not useful: XXX is a buyer pays return reason, deducting return shipping costs per Amazon's posted policy. https://sellercentral.amazon.com/gp/help/201812300
Arrived too late (when it didn't): Item did NOT arrive late. Amazon ETA XXX, actual delivery date XXX. As item was not late, customer should have used no longer needed, this is a buyer pays code. Deducting return label per Amazon's policy
Wrong item was sent was used when wrong item was not sent: Wrong item NOT sent. Buyer ordered size XXX, size XXX was sent, size XXX returned. Exact item ordered was returned. Buyer should have used bought wrong part. Deducting label per Amazon's policy.
NOTES FOR AMAZON (When not deducting):
If buyer blatantly abused system I will outline that briefly. Do you your best, you're very limited on space. A lot of times I will leave notes like this when I'm not deducting, just in case Amazon shuts down a product. Examples:
Customer abused Amazon return system by using inaccurate return reason. Customer returned a brand new, unopened product. Product was unused, in perfect working condition
Customer returned a working product that they used extensively prior to returning. The product can no longer be sold new due to the customer using it, however, the product is in working condition.
WHERE TO FIND RETURN LABEL COST:
You can view return label cost in two areas. The first is where I prefer:
Make sure you are deducting "Billing for Return Postage" cost. Sometimes there's an additional line that was actually outbound shipping cost.
If you do NOT have access to that link, pull it up in the returns center and then hit "Edit Authorization" and you will see a section about the return mailing label.
INFORMATION ABOUT PROMOS.
If one item was purchased, the discount will display in SellerCloud on the main order level as well as the first screen you encounter when you select "Set Resolution Refund". However, if there were multiple items purchased, I recommend pulling up the order in Amazon to see which product it was against. Sometimes that discount is only on 1 item. Sometimes you see a $5 discount but Amazon actually considered it $2.50 off of each product. You need to look in Amazon when determining how much you need to refund.
RESTOCKING FEES AND LATE FEES:
We are allowed to deduct up to 50% restocking fee if it could not be deemed the Seller's fault that the product did not come back in new condition. I can't really deduct restocking fee if the customer outlined the damage that they did to the product in their return request comment claiming it arrived like that. It's he said-she said.
I do NOT deduct if buyer returned in NEW condition but claimed defective. That warrants an internal Amazon note/possibly an Amazon report buyer action. NOT A RESTOCKING FEE. We can only deduct restocking fee for USED/Damaged products.
Amazon does allow us to deduct up to 20% as a Late Fee if product was returned more than 15 days outside of the returns period. I don't do this if it was very close. If the customer put in the return request on the last possible day...our snippet says they have 14 days to ship it. If they ship it 14 days, technically they're still within that period. I do this for really awful ones. 3 months later, 6 months later etc. Usually when Amazon themselves decide to make an exception. Make sure you leave a note in Amazon referencing the following link stating the deduction is a late fee. https://sellercentral.amazon.com/gp/help/201812300