Step-by-Step: What To Do if Returns Are Rising

1. 🔍 Identify the Cause

Use Amazon data and customer feedback to isolate the issue:

• Download the FBA Customer Returns Report
  Seller Central → Reports → Fulfillment → Customer Concessions → FBA Customer Returns
• Review these fields:
• Return Reason Codes (e.g., "Item not as described", "Defective",
  "Changed mind")
• ASIN/SKU — find which products are spiking
• Disposition (sellable vs unsellable) — helps determine if it’s cosmetic, functional, or expectation mismatch
• Check product reviews:
• Look for patterns in 1–3 star reviews
• Look for phrases like: “didn’t match image,” “stopped working,” “cheap material”

2. 🔄 Address the Root Problem

Based on Common Causes:

Return Reason	Action
“Not as described”	Update title, bullets, and images; add sizing charts or demos
“Doesn’t work” / “Defective”	Audit supplier quality; inspect inventory; improve QA
“Wrong item sent”	Review FBA labeling and inbound shipment procedures
“Changed mind” or “Too small”	Improve expectation-setting, show dimensions in real use contexts
Too many damaged returns	Improve packaging or FBA prep instructions

3. 🧰 Fix Your Product Listing

• Ensure:
• Main image is accurate
• Bullet points explain common use/misuse risks
• A+ Content (if Brand Registered) clarifies features and benefits
• Add a comparison chart to help shoppers self-select better

4. 📉 Suppress or Fix Poor-Performing Variants

If a specific variation (e.g., size or color) drives most returns:

• Temporarily suppress it or relist with improved description
• Consider discontinuing if margins are wiped out by returns

5. 📦 Audit Product Quality

• Perform manual spot checks or 3rd-party inspections
• For repeat issues, escalate with your manufacturer or prep center

6. 💬 Follow Up with Customers

• Use Buyer-Seller Messaging (within Amazon’s TOS) to politely clarify issues if allowed
• Offer product usage guidance or documentation for complex items

7. 🧠 Monitor Trends Going Forward

• Track return rate monthly
• Use conditional formatting in Excel/Sheets to flag spikes
• Set up alerts if using tools like Sellerboard, Helium 10, or DataHawk

🎯 Final Goal:

Reduce returns by:

• Setting better expectations
• Improving product quality or packaging
• Making listings more accurate and useful