Question

How to Review the FBA Customer Returns Report ? can you tell me the way professionals do that?

Answer 1

If you’re serious about managing returns properly, especially on Amazon Canada, this is the report you need to check consistently.

Let me break down how to review it step-by-step and what to look for.

Step 1: Where to Find the Report

1. Go to Seller Central

2. Navigate to:
   Reports → Fulfillment

3. On the left panel, find:
   Customer Concessions → FBA Customer Returns

4. Select your date range (I recommend weekly or bi-weekly)

Download it as a CSV for easier filtering.

Step 2: Understand the Key Columns That Actually Matter

Most sellers only look at the “Return Reason” column.
You want to go deeper.

Here are the fields that reveal the story:

• Disposition – Sellable, Unsellable, Damaged, Defective

• Refunded? – Whether Amazon already refunded the customer

• Reimbursed? – Whether you were reimbursed after Amazon’s decision

• Status – Item received, not received, pending

• Return Reason – Customer explanation

• SKU / ASIN – Helps you identify patterns

• Product Condition – What Amazon thinks the item’s condition is

Why these matter:
The “Disposition” column is where 90 percent of hidden losses show up.

Step 3: Filter for Units Marked “Unsellable”

This is the most important part of your review.

Filter Disposition = UNSALEABLE.

Then check:

• Was the item actually damaged?

• Does the customer’s return reason make sense?

• Was the item refunded but not received?

• Were you reimbursed?

If Amazon marks an item unsellable but no reimbursement is issued, you need to file a case.
This alone recovers hundreds of dollars for most sellers.

Step 4: Look for “Return Not Received by Amazon” Cases

These are silent killers.

Use filters:

• Status: “Unit Not Returned” or “Item Not Received”

• Refunded: Yes

• Reimbursed: No

This means:

Amazon refunded the customer…
but never received the item back…
and never reimbursed you for it.

This is an immediate reimbursement claim.

Step 5: Identify Patterns in Return Reasons

Sort by Return Reason.
Look for trends:

• Too small

• Too big

• Not as described

• Wrong color

• Quality issue

• Damaged package

• Missing parts

• Inaccurate dimensions

This helps you diagnose listing problems, not just return problems.

For example:

If 11 people say “Item smaller than expected,”
your bullet points and images are causing returns and not the product. Return prevention begins here.

Step 6: Compare “Refunded Amount” vs. “Unit Cost”

Create a quick calculation in your spreadsheet:

Refund Amount – Reimbursement Amount – Item Cost

If negative, you’re losing money on that product.
If this repeats, it’s a listing problem or a packaging problem.

Many sellers assume “FBA handles returns, so I’m safe.”

but reality is, margins leak here unless you track them.

Step 7: Check for Misclassification Patterns

Sometimes Amazon marks:

• new items as used

• undamaged items as defective

• perfect units as damaged

If this happens repeatedly on a single SKU, you either have:

• a packaging weakness

• warehouse mishandling

• a prep center issue

• Amazon inspector inconsistency

You can escalate with evidence.

Step 8: Review Weekly & Take Action

Professionals don’t review returns once a quarter.
We monitor them like this weekly:

• Mondays: Download the report

• Filter for new issues

• Submit reimbursement cases

• Note emerging patterns

• Track SKU-specific problems

• Adjust listings accordingly

Once you do this regularly, your:

• return rate drops

• margins improve

• account health gets stronger

• war stories disappear