How to deduct postage of £3.30 from auto return refund?
I’ve had a customer open a return which was auto auth. The value of the order was only £2.99 and the return postage Amazon have auto billed us is £3.30. The customer has stated in the return reason that the size was smaller then expected despite the size being mentioned in the title, bullet point and description. I’ve messaged the customer to state if the label is used the return postage value will be deducted from the refund as the return reason selected is incorrect. When this has happened before I thought there was a tick box for deducting return postage amount but it’s either been removed or I’m wrong. The only option I see to deduct is item returned damage or missing bits or outside of return window, which allows a 100% deduction… which is what I need to do as the return postage is more then the value of the sale… Can someone advise the best way to do this? Thanks.
Seller_8Wsckn3UoR095
Sounds like their return reason was the responsibility of you, the seller so you can’t claim the return postage with the tick box. Like you wrote; I believe the only way to do so is to do a 100% reduction and upload a photo even if you’re taking a loss. We’ve had it before and have just had to swallow the loss. It is something you need to account for when pricing this item.
Return Reason codes for Prepaid Returns – Amazon Seller Central
35 replies
Seller_8Wsckn3UoR095
Sounds like their return reason was the responsibility of you, the seller so you can’t claim the return postage with the tick box. Like you wrote; I believe the only way to do so is to do a 100% reduction and upload a photo even if you’re taking a loss. We’ve had it before and have just had to swallow the loss. It is something you need to account for when pricing this item.
Return Reason codes for Prepaid Returns – Amazon Seller Central
Seller_tRuvBEHDedp4q
It also depends on Category of product
If item was listed under Clothing then all returns are free no matter the reason for the return.
Seller_xUKHc5xSYJmI4
Selling a product for £2.99 and paying £3.20 to return would not be feasible.
Seller_bhSWqoVh7Pn98
What type of item is it?
Clothing, watches, and jewelry have free returns (you pay return postage, or can just refund the Buyer and non return).
If they also chose a reason like not as listed, etc, then Amz give them a free return, even if they lied (you can then manually refund as Price Match, but I would let the buyer know why in a message).
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Seller_bdSdLjti4IugQ
Thank you for your replies. I will wait and see if the customer actually posts it back I suspect they won’t. To clarify the item was sold for £2.99 and is not in a category that requires free returns, i.e clothing. Amazon auto generated an expensive £3.30 Hermes label because the customer said the website description was inaccurate when it was not (measurements clearly stated). The only solution seems to be either the customer not sending the item back and the £3.30 Hermes label is refunded back to us after 30 days (or something) or simply doing a 100% deduction off the return. Either way… very annoying that a £3.30 Hermes label is generated for something that can fit in an C5 envelope and weighs under 50g.
Seller_xUKHc5xSYJmI4
If the sizing was in the title and the product description then it falls under the category incompatible for the intended purpose. In any event why would you order something which does not fit?
Seller_xzyqeGxn7G9fX
i have the same issue, a customer returning an item due to the candle not smelling as anticipated, am i entitled to deduct the returns fee from the refund when we receive the parcel back to us? We have to pay £3.30 to send the item and now another £3.30 to have the customer send the item back because they no longer want it. Doesn’t seem very fair on us
Seller_nzd3XpaZpr8Gb
This is a slight deviation from the rest of the topic but in response to the original question of the postage deduction box not always being visible;
You have to open the returns page from the “Manage returns” section and not from within the “Manage orders” section, otherwise you get two different returns pages, one without the postage deduction.
By clicking “Refund order” in the order details page:
By going to “Manage returns”:
Again, I’m not sure if this is exactly the solution to the original question but this drove me mad when I started using pre-auth’d returns and may help someone in the future that stumbles across the thread.
Seller_02U4twsVIW95V
I feel your pain on this - can’t help with your query, but most of our negatives are “smaller than I expected” even tho the size of each part is in mm in our first bullet point, we mention that the image size is not the true size and that customers should check details in the description before purchase in our 2nd or 3rd bullet point. We also describe many of my products as small or mini, so no surprises really. Why would the customer expect the item to be a different size than described? I guess they just cant be bothered to check. It’s a mystery really.
Seller_xUKHc5xSYJmI4
Just a concern how can a seller be responsible for an unauthorised transaction ? When the account holder should ensure they do not share passwords with anyone? Also OTP will show on the mobile before logging in subject to this being activated.
