Amazonが新たなポリシー変更、カスタマーからの返品リクエストを返送料負担のうえ自動承認へ

Amazonが新たなポリシー変更、カスタマーからの返品リクエストを返送料負担のうえ自動承認へ

11月1日よりAmazon.comにおける返品ポリシーが改正される。FBM(自己発送)商品について、カスタマーからの返品があった場合には自動的に承認扱いとなり、返送にかかるPrepaid Lavel(前払いラベル)をセラーが負担しなければならない。

これにより、セラーは例えば商品に欠陥がある場合のみ返品を受け付けるといった選択権がなくなり、カスタマーが返品を申し出た場合にはすべての返品リクエストを受け付ける必要がある。カスタマーサイドにとってみれば余計なコミュニケーションを取らずに即座に返品できるためメリットがあるが、セラーサイドの負担は増しそうだ。

Amazonからのメール詳細は下記の通り。急なポリシー変更となるためホリデーシーズン前に準備しておきたいところ。

Dear Seller,

Starting on November 1, 2016, US seller fulfilled returns that are within Amazon’s returns policy will be automatically authorized, and Amazon will provide customers with prepaid return labels on your behalf.

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.

You will also have full visibility into the end-to-end returns process through tracking information located in the Return Details section of your Manage Returns page. And for the first time, you will have the ability to appeal return disputes directly to Amazon. We implemented these benefits so you can maintain visibility in the returns process, and to assist you in the case of an A-to-z claim.

We understand this may require you to make changes to your returns process, and that there may be products in your catalog that will need to be exempted from this requirement. Therefore, starting on October 1, you will be able to request an exemption for specific ASINs that meet certain requirements. Review the Prepaid returns for seller fulfilled orders help page below for details on how to request exemptions. Exempted returns, and returns that are out of policy, will continue to go through the existing returns process that you use today.

To learn more, visit the Prepaid returns for seller fulfilled orders help page: https://sellercentral.amazon.com/gp/help/202072200

For information on Amazon’s returns policy visit:
https://www.amazon.com/gp/help/customer/display.html?nodeId=15015721

Thank you for selling on Amazon.

Sincerely,

The Amazon Selling Team

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