A-Z for return postage on change of mind return - DIY category
So, I have been waiting to see how long it took on the new returns system, and today I found out.
Customer opened return request, Amazon issue label, and charged us. Item comes back, we process and tick the button to deduct postage - leaving customer with 0.70 refund.
Customer complains via customer services who tell me I HAVE to cover the return cost in all instances no matter what the reason (we all know this is wrong, and that customer service should be trained so that they know Amazon Policy, but sadly this is not the case), we explain this is the new system from Amazon, and that they do advise the customer the cost of the label when they issue it, the customer then has choice to use that one, and pay for it, or to purchase their own label.
Next thing is we get an A-Z, which was immediately granted in favour of the buyer - now on this one Amazon has funded - excuse the pause I fell off my chair, however I suspect it is now only a matter of time before we as sellers will be expected to pay these out of our own funds.
It is bad enough that we have to fund postage where customers deliberately select the wrong reason for return so as to get a free return, but now it seems it is coming where we also have to pay for the ones that are honest and select the correct option - I appreciate that Amazon want all customers to have the same experience, but they need a mechanism to clamp down on buyers who fiddle the system, not on sellers who are funding it.
6 replies
Seller_7VbclcPFFRTnc
you’ll probably find that the CS rep just typed exactly what the customer told them and passed it onto you without even looking
I’ve also found this recently in other incidences where the buyer should not have been refunded at all - a personalised item that was a change of mind but they refused to return !
Did you get a defect ?
Seller_ZQyopdiwkUHOZ
Amazon advertising ‘Free Returns’ on the listings is a big problem. It’s giving so many people who don’t even think to read the terms and conditions of that the expectation that the return is never at their expense, and always the Seller’s/Amazon’s responsibility.
Seller_B4VbHpnDLDLAU
yep i had a couple of these, exact same scenario, but again both times amazon funded.
So its one of those go crying to amazon they get what they want.
But on the opposit the increase of false reasons to gain the freepostage is getting beyond a joke now i recon at least 60% of change of mind returns people have choosen the wrong reason for return to get it.
Seller_xUKHc5xSYJmI4
We have experienced the same. Ours are all deliberately ordering the wrong size item. If Amazon looks at the history of returns they will note its the same areas and groups of people. It started around two years ago when we used Amazon FBA. A group of them decided to keep ordering the item and returning it and again same locations. Its another way a competitor will try and beat competition.
