Customer Return - Unauthorised Purchase - We are being charged return shipping and outbound shipping?!
We had a return request a few days ago with the reason ‘Unauthorised Purchase’, which was auto authorised by Amazon and the customer was given a pre paid label (at our cost). The customer also paid for Expedited Shipping when placing the order (£2.99)
Now we have received the return and are trying to issue the refund, however, there is no option to deduct the pre paid returns label cost and the outbound shipping amount from the refund amount.
We spoken to SS twice and both times they were unable to give us an answer about this.
Are we supposed to absorb both of these costs ourselves? Or are we missing something?
30 replies
Seller_qZO3ZCjoBXEeL
| Sl. No. | Return reason | Responsibility |
|---|---|---|
| 1 | Accidental order | Buyer |
| 2 | Better price available | Buyer |
| 3 | The shipping box or envelope isn’t damaged, but the item is damaged | Seller |
| 4 | Missed estimated delivery date | Seller |
| 5 | Missing parts or accessories | Seller |
| 6 | The shipping box or envelope and item are both damaged | Seller |
| 7 | Wrong item sent | Seller |
| 8 | Defective or does not work properly | Seller |
| 9 | Arrived in addition to what was ordered | Seller |
| 10 | No longer needed or wanted | Buyer |
| 11 | Unauthorised purchase | Seller |
| 12 | Description on the website was not accurate | Seller |
| 13 | Damaged during delivery | Seller |
| 14 | Performance or quality not adequate | Buyer |
| 15 | Incompatible or not useful for intended purpose | Buyer |
| 16 | Damaged due to inappropriate packaging | Seller |
| 17 | Part not compatible with the existing system | Buyer |
| 18 | Excessive installation or did not install | Buyer |
Makes no sense to me but that is the policy
Seller_B4VbHpnDLDLAU
Was the item clothing/jewellery which fall under free returns anyway regardless?
Seller_QLl2T1xUeCE0k
Its astounding how easily people accept this type of behaviour from Amazon. Some of their ‘rules’ are clearly unfair and yet sellers seem so happy to accept them opening the door for further ‘rules’ down the line
Seller_DROodOAYHftnc
So, they claim it was an ‘unauthorised purchase’ - are they saying someone else accessed their account and made the purchase ? - eg. their child ???!, and yet were able to select expedited
That immediately sets alarm bells ringing for me.
Seller_xUKHc5xSYJmI4
I am a little puzzled. An unauthorised purchase is supposed to be someone accessing the account, searching for the product online buying the product having the order delivered to the address and then alleging after the order is marked as dispatched it was an unauthorised purchase. The conditions of use clearly state passwords should be kept confidential.
To log into the account someone would need to know the user name (email address) and password. When logging into the account your IP address is logged and if its not unknown IP address Amazon sends the buyer and email, this is usually done immediately. To search for a specific product makes you wonder whether it was intentional?, (knowing the seller would have the outbound shipping costs and returns costs also the fees associated with the transaction).
On personal note we have had a few orders made by a group of them who place orders just to cause problems. It appears they were being guided by a competitor. All the claims were made by the same age group.All of them were guided to cause as much problems and then finally raise an A-Z claim. Unfortunately those who are investigating do not have the necessary training to identity this pattern so as a data forensic.
Seller_K8edOfPu9HEmN
If the buyer chose expedited shipping and paid extra to have it shipped say special delivery as opposed to it normally being sent second class post, then, the buyer is not entitled to that cost being refunded.
Seller_DTufFoxJuMU0M
unauthorised purchase really annoys me, its not just Amazon, Paypal, Ebay, they’re all the same.
They hold us accountable for unauthorised purchase, when we have no access to the card used, or the registered address, or any method of doing security checks on it, that is what we pay them for… unauthorised purchases should be on the payment processor imo… But sadly its not…
Seller_XYaFTsOrsA9HF
Amazon SS told me last week that it is now amazon policy to offer prepaid labels for all seller fulfilled orders regardless of fault.
they also said there were a large number of complaints about this which had been referred to management
