Exclude Refunds from Your FeedbackFive Campaigns

by Colleen Quattlebaum

Issuing refunds can be a pain in the neck.

They disrupt your operations, add stress to your life and can even reduce the profitability of your business. As annoying as they may be, however, refunds are a necessary evil for Amazon merchants.

Luckily, FeedbackFive makes refund management easier, thanks to our refund exclusion feature. Here's how it works.

Amazon Refunds & Your Business

In the early days of eCommerce, many shoppers were hesitant to forego the certainty of an in-store buying experience. Although less convenient than online shopping, a personal product interaction helps buyers to feel confident about their purchases and minimizes buyer's remorse.

To combat this tendency, online retailers began implementing increasingly lenient return policies. As the world's most customer-focused brand, Amazon.com, Inc. ("Amazon") arguably offers the industry's most generous return policy. In case you haven't reviewed Amazon's return policy in a while, here are a few highlights:

  • Amazon allows buyers to return most products within 30 days of shipment
  • Some categories, such as baby products, have longer return windows
  • Certain items, such as collectible coins, require the customer to request a return within a narrower time frame (in the case of coins, within 14 days of shipment)
  • Orders fulfilled during the holiday season (generally November 1 through December 31) have a longer return window (typically until January 31 of the following year)
  • Most sellers choose to mirror Amazon's return policy, although sellers do have some discretion
  • Some items fulfilled by Amazon offer free returns, but return shipping costs are usually deducted from the customer's refund amount (click here to review the refund fee schedule)

That's just the tip of the iceberg. If you really wanted to, you could spend hours familiarizing yourself with the various rules and exceptions to Amazon's return policy. Needless to say, there are a lot of things to remember.

Excluding Refunds in FeedbackFive

With so many guidelines and moving parts, it's good to know that FeedbackFive (get your 14-day trial now) simplifies an important aspect of refund management: customer follow-up.

As you may know, Amazon sellers use FeedbackFive to build rule-specific feedback solicitation campaigns. When a certain action occurs, FeedbackFive can do something else on your behalf. So, as new refunds happen, FeedbackFive could automatically flag such orders and prevent solicitations from going out. Define your rules once, and FeedbackFive executes flawlessly - every time. With such a campaign enabled, you can rest easy knowing that unsatisfied customers are not being prompted to rate your company or the products you sell.


Note: Some sellers use FeedbackFive to build refund-specific follow-up sequences. For example, FeedbackFive could automatically send a customer service message after Amazon confirms a refund has been successfully processed. Rather than soliciting feedback or a review, the merchant could simply ask the customer to confirm that he or she is satisfied with the return process. This type of action further establishes you as a best-in-class Amazon merchant and makes your customers feel appreciated, even though the order didn't go as planned. Who knows - with this type of service, customers might even go out of their way to leave you a nice rating, even though you didn't ask for it!

Customize Your Refund Communication Workflow

Blindly soliciting feedback from refunded orders doesn't make sense. It's time you added some additional logic to your refund communication workflow.

Sign up for a FeedbackFive Pro account today, and build smarter, more customer-centric communication sequences. If you're already a customer, log in and upgrade to a Pro level account (or above) to unlock this feature in FeedbackFive.

Originally published on December 16, 2016, updated June 3, 2019

This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.