This page explains the ES and MFN Concession policy for Non-returnable products and provides clarifications for your better understanding. Kindly read below for more details.

Q1. What is the concession policy for non-returnable products?

Upon receiving a customer complaint regarding a defect (damaged/defective/different item) on a non-returnable item sold on, Amazon may proceed to refund the customer to ensure customer satisfaction with the marketplace as per Amazon’s seller refund policies. We reserve the right to charge sellers the refund amount if the defect is attributable to sellers. We will inform sellers when they are charged such refund amount. Sellers will not be reimbursed for such refunds and reimbursement may be clawed-back if already paid.

Q2. What are seller controllable concessions/returns?

Seller controllable returns refer to products that were returned by the customers or were refunds issued to customers owing to product-related issues controllable by/attributable to seller; for example, customer receiving a defective/damaged product, customer faced size and fitting issues, quality of the product is not as per customer’s expectation, inaccurate and incomplete information is provided on the product detail page.

Please read more about seller-controllable returns here on seller central policy page.

Q3. How the Seller Controllable Return Rate is calculated for non-returnable products?

The SCRR of non-returnable products can be calculated for a non-returnable product and for a category of non-returnable products using the below formulas:

SCCR of a non-returnable product = Number of SCRR refunded orders of the product /Total Number of shipped orders of the product

SCRR of a category of non-returnable products = Number of SCRR refunded orders in a category / Total Number of shipped orders in the category

Kindly note that for calculating SCRR of a category of non-returnable products, we will consider the orders and refunds of only the non-returnable products in the category.

Q4. What duration will be considered for evaluating Seller Controllable Return rate?

We will calculate SCRR of a category of non-returnable products over a month’s duration. We will consider Orders shipped between 16th of a month and 15th of the next month and SCRR refunds paid out against these orders up to the end of the next month.

For example, we will consider orders shipped between August 16, 2020 and September 15, 2020 and SCRR refunds against these orders paid out between August 16, 2020 and September 30, 2020.

The SCRR of a product may be calculated over 7 days, 15 days and monthly duration.

Usually, we will also mention the period of calculation when we refer to a seller’s SCRR.

Q5. How can I track the SCRR rate on my account to track and improve?

The SCRR of each product for last 30 days period can be regularly tracked on ‘Voice of Customer’ (VOC) dashboard click here.

The SCRR of a category of non-returnable products for each monthly duration will be updated on the Custom Business Report section on your account in seller central within 7 days of maturity. For example, the SCRR refunds data for orders ship date August 16, 2020 - September 15, 2020 and refunded up to September 30, 2020 will be updated by October 1, 2020 - October 7, 2020.

We will also provide the details of the orders for which seller-controllable refunds were issued to customers. For all these orders, we reserve the right to charge you for any refund that were issued to buyers. When such a charge is made, we will notify you. To enable better performance metrics, kindly follow customer-friendly selling practices such as high quality packaging, dunnage and other remedial actions to avoid these issues.

Q6. When will my account be charged for seller controllable refunds?

Your account may be charged if a customer refund is issued for a defect that could have been avoided at your end, and is not attributable to Amazon, but is attributable to you. Based on your selling history, customer feedback, information about gaps, if any, at our end and other data available, a defect may be identified as one that is attributable to or controllable by seller.

We will evaluate your SCRR on monthly basis as detailed above and provide you with a report of your selling performance specifically with respect to product defects that may have been avoided by you.

Q7. How will I get the details of the orders where my account has been charged for SCRR refunds?

When we charge you the refund amount in the event of a customer return because of a seller controllable defect, we will inform you about such charges over email. Additionally, we will also upload on the Custom Business Report section on Seller central about the details of the orders details where such SCRR refunds have been charged to you.

Q8. Will I able to file Safe-T for these charges?

No, you will not be eligible for reimbursements for SCRR customer refunds. Safe-T claims and other reimbursement claims will be ordinarily declined for such refunds. We will clawback the reimbursements in case already granted for such refunds. As mentioned above we request you to kindly follow customer-friendly selling practices such as high quality packaging, dunnage and good quality products to avoid such issues. If there is any reimbursement that is already issued for such refunds, then we will claw-back such reimbursements.

Q9. How can I raise an appeal to review the charges or to know?

Sellers can raise an appeal by ‘Contact Us’ on Seller Central to showcase the high product quality and packaging standards that you use. It will be a seller’s responsibility to prove that product quality issues are not attributable to them. Amazon’s review of the charges will be in accordance with its policies.