Return Cashflow 101

How to handle a return without losing money on Amazon?

Kindly guide me to do a return for Issue #142825. Tracking Id: 2122026152

Customer details as follows:
Leila Bandar
9 MEADOW LN,
UNDERHILL, VT 05489-9229,
US
+1 415-419-8616 ext. 47516

I have a claim to respond before 25/3/2021. Please reply before then. Thanks.

Hi Sylvia,

Thank you for contacting Axis Support Team.

Could you check with the customer whether the product is sealed or unsealed? If it is still sealed, we will suggest for you to return to FBA. If it has been unsealed by the customer, we will suggest to use Buyandship to return.

Hi Team,

The product is unsealed. However, I do not have a FBA. How do you suggest that I proceed with Buy and Ship? First time handling return order from international marketplace. Step by step please, thanks.

Hi Sylvia,

In this case, we would suggest for you to return using Buyandship as the product is unsealed, and this is going to cost more than FBA. We will be sending you a PDF through WhatsApp on how to return using Buyandship.

Thanks!

Hi Sylvia,

We have whatsapped you the detailed PDF guide on how to use Buyandship.

Feel free to contact us again if you have further enquiries.

Thanks!

Hi Axis,

My seller account was forced to fully return 97usd to the customer. Honestly as a reseller I don't know how anyone can profit from being a reseller with you. The product is priced at usd 92. However, our reseller profit is only a mere RM20? One return already can put my many months effort into longkang. I don't know how many returns I will have in the future.

This transaction caused me to lose RM700. I don't feel motivated to do this anymore. I request Axis to refund me RM3800.

Reason: I am disappointed with Axis reseller program
Ideal solution: Refund of RM3800

This is my bank details, please do the transfer immediately. Thanks.
Bank: Maybank
Name: CHOONG LAY LING
A/c no: 162227394754

Hi Sylvia,

We're sorry that you feel this way. We understand your concern and we're here to help you to solve this problem.

For auto return is because of the A - Z claim by the customer. We would like to check with you on whether you received any of the requests before the claim?

1. Check whether you received the A - Z claim.
2. Message Amazon and tell them that you want to appeal the claim, as you haven't received the parcel yet.

If your customer request for A - Z claim and you didn't answer the report within the limited days which will cause an auto return.

For this parcel after returning back to Malaysia, you are still able to sell to a new customer but make sure that you need to sell it properly as in the condition of the package needs to be resealed and repacked.

Please don't change topic. I am disappointed that even though reseller sell $92 product but profit is only RM20. I am upset that the return from overseas cost RM500. How many products do you think I need to sell to cover this loss?

I am disappointed over the entire system. I want my return back please. Thanks. Already included my bank info.

Hi Sylvia,

We cannot refund the RM3,800 to you because when you paid the RM3,800, the package includes:
- The account registrations (PayPal, WorldFirst, Ebay, Amazon)
- The training (Ebay, Amazon, Lazada, Shopee)
- The product materials (infographics, price lists, pictures, templates)
- Lifetime support (customer and logistics support)
- The cheapest UPS fees

All of which we have clearly provided.

Hi Sylvia,

Besides that, product return is one of the business risks of e-commerce. We have provided the solution for you and it requires your action to deal with your customer. If you think that the RM500 is too much for you to bear, how about discussing with your customer to share the return cost since the product is already unsealed by the customer? If your customer agrees to share the cost with you, the next action you could advise your customer is to return this product from the local UPS office around his neighbourhood which will be cheaper compared to Buyandship.

If you need further clarification, please feel free to call Axis support's whatsapp from 9am - 6:30pm on Monday - Friday.

Thanks!

Obviously earning RM20 and risking RM500 is a poor business. Your reseller program is just putting reseller at undefined risk. This is something not clearly defined. Even if the product is sent to the local UPS office, do you think someone is willing to bear $140 shipping for a $92 product?

Amazon and eBay favors customer instead of sellers. Fully refund without returning the item is their ultimate decision. Even if it's return, also cost the seller a fortune.

First, your pricing is a problem.
Your reseller support is also a problem. I recommended a facebook group for resellers to learn from each other instead of paying so much to learn from our own.
Your system has multiple problems which I had to constantly call your support to fix them.

I want out of this game because I don't want to risk RM500 for a mere RM20. If you can't give me a full refund of RM3800, because you have opened my accounts, and fulfilled my orders for these 4 month. I want a partial refund back to my account. Please note that I'm only in this reseller thing for 4 months and encountered many problems with your system. I hope you don't escalate this issue further. Thanks.

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