What started as a routine reimbursement request for a seemingly returnable item ended in an Amazon U-turn, as Amazon first declared it returnable, but then made a U-turn when asked for reimbursement, transforming the initially returnable product into a non-returnable item.

We have an Amazon product that was refunded but not reimbursed to us because Amazon claimed it is a non-returnable product for an indirect reason. It seems like ‘Buy Product – Claim Refund – Keep Product’ Policy.

We were unable to understand about this refund & non-return and opened a case with Amazon, explaining that the item seems returnable. We provided the Amazon ASIN and asked about the product’s status.

Interestingly, ‘Amazon confirmed that it is a returnable item’, as shown below:

Then, we asked Amazon why they had not reimbursed us for the refunded items that were not returned yet. The response we received was:

Here amazon saying that the order can be return back to you. So, amazon accepting that the item have to return back to you.

As Amazon stated that the order could be returned to us. We pointed out that the return time frame had passed and requested reimbursement. Interestingly, Amazon then said the item is not reimburseable for various reasons, as shown below:

This seems wrong answer because they are not providing specific reasons for specific issues but rather giving copy-paste responses.

We informed them that our account is in good standing and that the request was made from the correct store.

Eventually, they provided a specific reason: the product is classified as non-returnable due to health and hygiene issues, as it is a food bowl. They suggested that the bowl might have been used, and returning and reselling it would not be good for the health of other customers. Therefore, it is classified as a non-returnable product.

So, a seemingly returnable product (which is accepted by Amazon) became non-returnable due to various reasons at Amazon. Therefore, when selecting products, be sure to check for these indirect connections to returnable and non-returnable items!

Note:

This is seemingly returnable product, which amazon made non-returnable when asked for the reimbursements. Also, some of the spots in the images have been removed for the privacy purposes! Hope this article benefit you while working at Amazon.