A couple of questions regarding returns please
Hi All
I have had a few returns recently due to the RM strikes. Some buyers did not return items so I clicked on “item not returned” thinking that meant the buyer had gone past the point of return & that I did not have to refund them. I now think that clicking on that just gave them a reminder & now they have been refunded (probably through refund at first scan)
I see that once that happens you can only see a return by downloading an XL file. Some of these returns are being sent by Hermes (now Everi) & we all know how shambolic they are.
So can someone please advise what the law is in cases where these items don’t return to me? ? Do I seek to be compensated by Amazon or the senders carrier?
Thanks
Eddie
4 replies
Seller_SITNVuZK87zGK
Ignoring the law for now, the Amazon Policy is clear on this if the customer has used an Amazon Prepaid Return Label - if a customer returns an item and has been refunded (via refund at first scan) but the item is deemed lost by the courier - you must claim via the courier.
However, amazon do not make clear how you are to claim. The issue is, the label (either Evri or RM) are under Amazons account with the courier, so without some workaround (which others may advise) it is very difficult to actually claim via Evri as Evri will say it is Amazon who must make the claim.
Seller_SITNVuZK87zGK
Well the distance selling laws are clear, however Amazon can choose to offer an improvement over the statutory rights to customers if they wish (and they do wish so rather than 14 days, amazon customers have 30 days to open a return)
I can’t actually see where the ‘item not returned’ button is to click - however, if they have been refunded through refund at first scan (you can find old returns on Manage Returns - just click View All) then the customer has returned something to you at least.
If then it looks like the item has been lost by the courier - you can check to see if the tracking has moved - you are supposed to claim via the courier. This is where the law may be iffy - as technically the return label isn’t yours - and courier policy would say you should not be able to claim.
However, its now been 6 months plus since the prepaid return labels came in and no-one at Amazon seems to care to clear up the issue of claiming for lost parcels.
Seller_DTufFoxJuMU0M
Doesn’t just affect returns though, it has been an issue for all labels bought through Amazons Buy Shipping as well (technically Amazon is the customer) and people have trouble claiming for lost deliveries.
Amazon has had years to fix it, they clearly don’t care
