Customer Damaged Returns
Wholesale – My new years resolution

Customer Damaged Returns

UPDATE 7/15/17

Amazon seems to be cracking down on reimbursing people for “customer damaged” items – over the past couple months my success rate has gone from around 95% to about 10%. I’ve been having better success recently by following up on denials with a second letter which is detailed in this post.


If you have been selling on Amazon for any length of time you probably have been annoyed by Amazon’s over-liberal return policy when it comes to “Customer Damaged” items.

When items are damaged by the customer then, per Amazon’s formal policy, as the seller, YOU are responsible for it.

For example, during the 4th quarter, I got a great deal on a Hexbug toy which I sent to Amazon in perfect condition. A couple days ago, I got it back from Amazon totally demolished and with pieces missing.

Before & After

Most of the time when I get a return it’s in good shape and I’ll just resend it back in. Obviously, I won’t be sending this item back in.

Given Amazon’s current policy, I am responsible for this. I have to take the loss and live with it. I find it frustrating at times but view this type of return as the cost of doing business on Amazon. A painful part, but one that overall doesn’t have that great of an impact on my business. Especially given the fact that Amazon often will take responsibility even though their policy says they don’t.

Next time you get an item back from Amazon that looks like someone backed a truck up over it, just open a case and ask Amazon to reimburse you for it. I actually have around a 95% success rate in getting them to refund me using the following process.

Step One – Take photos of:

  1. The Damaged item(s)
  2. The shipping label on the box they were returned to you
  3. The packing slip
  4. The box the item was shipped to you in

Step Two – Open a case via Seller Central

  1. Click Here
  2. Click “Selling On Amazon”, then “Fulfillment by Amazon”, “FBA Issue” and finally, “Something Else”
  3. Choose to submit your contact via email and submit your reimbursement request. Sample reimbursement request text provided below.


One unit of ASIN ABC1234RD and two units of DEF5678DR were returned to me Damaged\No Longer New. The items were damaged and/or removed from their packaging.

Please initiate reimbursement for the damaged items

I have attached the following images.

1. An image of the mailing label on the outside of box

2. An image of the box the item was returned to me in

3. An image of the packing slip

4. An image of the Damaged/No Longer New units that were returned to me

Thank you in advance for your assistance in this matter.


Your Business Name

Step Three – Sit back and wait for a response! If they do say no, then give it some time and open another case, often it will get approved the second time around.


Today I am launching my newest Chrome extension – Ka-Ching!

Ka-Ching! gives you a notification whenever you make a sale on Amazon. You can also use it to see your daily sales total at a glance with just one click.

The best part? It’s FREE!

Check it out and share it with your FBA friends today!


Wholesale – My new years resolution

January can be a discouraging time as an Amazon seller, especially after the crazy sales and profits that happen during the 4th quarter.

Sales are slow in some areas, people are returning items that look like they were chewed on by a dog, and it is easy to let these kind of things get you down.


It is not exactly easy for most of us after such a high, but the bottom line is that there are a lot of GOOD things happening right now that you can focus on. If you spend January wallowing in the fact that you have tons of returns coming in, you will not be ready for upcoming holidays, like Valentine’s day and Easter. I have been preparing for both of those holidays, and am seeing good profits on several Valentine’s day items already.

Get out there and find what is working NOW. Don’t mope over your tanked items; decide if you are going to hold them or if you are going to liquidate and move on.

As I move forward into 2017, I’m concentrating on finding wholesale opportunities. Sure, I am still out there shopping RA/OA to keep cash flow going, but I had an awesome experience with wholesale over Christmas that has me laser focused on wholesale moving forward.

In early Q4, a friend of mine Tyler Nelson messaged me asking if I knew where to find a certain seasonal product that was selling like crazy on Amazon that he was having a hard time locating. He had heard about it on Facebook where a friend tagged him in a post. I did a bit of research and found the product OA direct from the manufacturer at a profitable price in pretty short order. Then I decided to take it one step deeper and reached out to the company about what they needed to open a wholesale account. Less than 48 hours later, I had a wholesale account with them and ordered 20 cases of the product to be split between us.

Fast forward to the end of Q4; between the two of us, we had ordered over a hundred cases and eventually bought the manufacturer OUT of the product. I was selling a product that I purchased wholesale for around $3 a unit for around $15 a pop and I couldn’t keep them in stock. Next year I am planning on buying a couple pallets of this item. The image below shows my total sales and profits for this ONE item.


Now I know that I caught lightning in a bottle with this product. Not many products are going to have this good of a return or a sales velocity, but I am excited about finding other solid items that I can reorder in bulk versus having to run around from store to store only to get a dozen of something.

Moving forward over the next weeks and months, I am going to be posting about my wholesale journey frequently, and I hope that some of you decide to join me in making the leap from RA/OA to purchasing items wholesale in bulk.

Go Ship Some Stuff!

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