QR codes for returns?
We are getting quite a few requests from customers for QR codes in order to return items as they don’t have printers.
Is this a thing? We cannot find anything about QR codes, where to find them, whether they exist and how we can send them to customers. The only option we seem to have is to go into the customer’s return request and download a copy of the Amazon/Hermes label to send to them.
All we can find on the help pages is this (nothing about QR codes),
What should I do if the customer cannot print the return label?
You can consider the following options:
- The customer can return the product on their own. Go to Return reason codes for prepaid returns (https://sellercentral-europe.amazon.com/gp/help/202080050) for seller-fulfilled orders to understand the return reason. If you are accountable for the return, you must add the cost of return shipping to the refund.
- The customer can go to an internet café, public library, or local print shop to print the return label.
16 replies
Seller_DTufFoxJuMU0M
I’ve had a qr code before when doing returns, but not every time.
If I pick dpd (I think) then I can take the item back to my local newsagents who put it in a bag, print the label etc all using the QR code.
As a seller though I have no idea how this works, might be an FBA only thing?
Seller_esvgLzKXw2YAl
There are plenty of couriers, including RM, offering this type of service now.
But if your talking specifically about Amazon, then I think it’s going to be a case of Amazon decides.
I have however noticed, that when doing a return to Amazon, it more often than not, gives the option of a label less return. So it’s possible, that there is an option somewhere that you can switch on for FBM returns as well. I think you need to ask Amazon.
Seller_ZQyopdiwkUHOZ
In theory, when the buyer requests the return there’s supposed to be an option that says something like ‘I don’t have a printer’, and when they select that they’re supposed to be emailed a QR code for the return.
No idea how it actually plays out in practice.
Seller_KjHQOlTKYaPEw
my husband returned something to Amazon a few months ago, he took the item in the original package to the Post Office, he showed the PO a code on his phone which had been emailed to him and the PO counter Staff printed the label there & stuck it on the parcel
Seller_3TuKPsB3ieWKC
Thanks all for your replies. Just really confusing. Amazon customer services email ‘the customer has requested a QR code’ without any indication of where this is supposed to come from. Presumably customers are getting the idea from somewhere as we’ve had a few.
It’s frustrating as usual on here, when customers are asking customer services (who should have the answer) and they are boucing the message along to us (who don’t know the answer).
I wonder if there is a difference returning items purchased directly from Amazon as opposed to from sellers.
I’ll email seller support, and wait for the reply…
Seller_3TuKPsB3ieWKC
Seller support have confirmed that there is no QR code option, so (if they are correct) I still have no idea where customers are getting this from, but at least we can give them an answer.
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Hello from Amazon Selling Partner Support,
I understand that you have contacted us regarding return labels issue.
Kindly note that all US and UK sellers are automatically enrolled into Amazon’s Prepaid Returns Label (APRL) program per the Selling on Amazon policy, and that unenrollment from the program is not an option for US sellers.
Please note that you can’t change or upload your own prepaid return label as by enrolling your account into prepaid returns, Seller Fulfilled Prime (SFP), or Prime Now, eligible returns are automatically authorized and an Amazon prepaid return label is issued to the buyer.
As a result, you do not have the option to issue your own prepaid label or an Amazon unpaid label.
As per policy, there is no option for QR code for return items.
Seller_3TuKPsB3ieWKC
AAARRGH! This is what drives me insane about this place. It’s so difficult to get a straight answer about a simple question.
So @NEil and @Anglozone it seems as though there is a QR code option, but only for eligible items and it would appear to be for Amazon purchases and/or FBA purchases, not FBM items returned via Hermes. Where items are eligible buyers will be able to select the QR code option and the codes are provided in their account and not by sellers.
And the advice as usual is disregard everything seller support say as it is totally wrong!
Thanks
Seller_bhSWqoVh7Pn98
SFP and FBM returns are now all Hermes drop-off if Amz automated. Buyer prints the label.
SFP and FBM Hazmat, and if Amz bypassed returns (eg over 100.00GBP items requested by the Seller to be exempt), the Seller is supposed to supply the Buyer a pre-paid label within 24 hours of the RMA request (go to Returns and link to the label, jpg etc). You can provide a QR code if you wish or a standrad pre-paid label.
If a Buyer asks for a QR code label, you can provide one by email to them of course. Ask your RM Manager to set up the system, you can even now arrange RM collections if you want. You can inform the Buyer of the cost (deducted from refund etc).
For FBA returns, most have a choice of couriers according to product type, eg Hermes, RM, UPS, etc. Some include QR codes.
If they do not include a QR code and the Buyer does not have a printer, if a Prime item, tell the Buyer to contact Amz CS, they say to pay the PO direct and then submit the invoice and then a refund paid. If over the normal cost, raise a Safe-T Claim.
.
Seller_xUKHc5xSYJmI4
QR code is what the customer receives via email. If you receive emails on your mobile phone all you need to do is point the QR code from your phone to the Hermes machine which will then scan the code and produce a returns label. Stick the label on the parcel and get a copy of the receipt. Thats it.
Seller_pEXz19pDzWCEo
We had an issue recently where the buyer did not have a printer, so would not print automatic return label from Amazon. That also ruled out us sending our own RM return label. Amazon insisted that a QR code was sent, which we cannot do. We ended up having to post a RM label to them.
