Amazon revises its return policy. It will compensate customers up to $1,000 for damage or physical harm caused by products sold by third-party merchants. The policy revision follows the filing of product safety suits against the company.
In-house Handling Of Customer Satisfaction
Amazon declared on Tuesday 10th of August 2021 that it will handle customer compensation for injuries in-house. If third parties are unresponsive or unable to reimburse legitimate claims, the company will pursue those companies. The changes, according to Amazon, will take effect on September 1st for all products sold on its website.
Customers can contact Amazon customer service, who will alert the vendor to the issue. If the seller does not reply Amazon says it will "address the immediate customer concern. We will bear the cost ourselves, and separately pursue the seller." If the seller rejects the allegation, Amazon said it may intervene to help solve the problem by paying up to $1,000 to the customer.
As a result "This streamlined process will save time, money and effort. Both for customers and sellers." This is what Amazon said about its new "A-to-Z Guarantee." Because Amazon revises its return policy, there is a change from the usual method. That requires purchasers to contact sellers directly about complaints.
Several goods sold on Amazon have angered customers. In recent years, Amazon was already hit with numerous of product-liability claims. They were from consumers who have been damaged by products sold on its marketplace by third-party vendors. Hoverboards, carbon monoxide detectors and also faulty dog collars sold on Amazon have all caused issues. These are just a few examples and now Amazon revises its return policy to deal with this problem.
This has prompted a lawsuit, "Oberdorf v. Amazon" in which the e-commerce giant is being sued for damages caused by goods supplied by third parties. The question is whether or not Amazon can be held liable. Amazon said it's not a seller but just a marketplace for other sellers.
Also, last month, the US Consumer Product Safety Commission sued Amazon. The CSPC is seeking a court ruling that the giant is accountable for products sold by its vendors. As a result they think that Amazon must cooperate with the agency's obligatory recalls.
According to its conditions of use: "If you purchase any of the products or services offered by these businesses or individuals, you are purchasing directly from those third parties, not from Amazon". Furthermore it says: "Amazon does not assume any responsibility or liability for the actions, product, and content of all these and any other third parties."
Amazon Revises Return Policy
The e-commerce colossal is now taking on part of that risk in order to keep some customers happy and protect businesses from paying out on false claims.