I got my first FBM return request “didn’t like fabric”

Hi all,

I’m a Canadian seller and recently listed some products on the US marketplace as seller-fulfilled. It’s a fairly heavy product so costs a decent amount for me to ship to the customer.

Today I got a return request for one, the customer found the fabric “very stiff” (not a complaint we usually get but ok) and I am struggling with understanding how to process this. Although apparently I have “no free returns” as my setting for the US, Amazon wants me to provide a return label and tracking number for the customer.

Will they reimburse me for shipping initially and the return?

Furthermore, importing anything in Canada over $20CAD incurs import duties and charges (ridiculous I know) so can I expect that to happen with my carrier charging me?

I REALLY don’t wanna screw this up, knowing how bad and unreliable Amazon can be so I will be incredibly grateful to anyone who can help <3

Thank you kindly in advance.

P.S. I did call support and got a clueless Indian on the line which only caused another level of frustration and agitation.