@Winston_Amazon

Hopefully the Mods can help on this.

Amazon now seem to expect Sellers to be responsible before the item arrives back with them.

This has unfairly impacted on our Account, as well as a financial loss.

Example: 205-5085827-5028364 .

Buyer ordered by mistake, so Buyer Remorse. Amazon told us to issue a pre-paid postage return label, and we do so within 48 hours as detailed. As a Buyer Remorse item, the Buyer pays for the return.

RMA issued, showed return postage cost, tracking number, etc. We had also emailed the Buyer with the details and reminding about the return postage cost, and they could buy that elsewhere if they wanted to.

They return the parcel, using the RM label we provided, but it gets delivered to a neighbour on the Wednesday, which was handed to us on the Friday. (We had not realised at the time it was a neighbour, we thought someone from Royal Mail, but realised after when tracking, as we check details and log).

There was an issue with the Amazon system on the Friday (28 June), we raised a case about this after it was working again on the Monday (the next Business day).

On the Monday, we update the return, tick the box to confirm the return postage is charged. Everything seems to be ok, as all refunded at the amounts as per the email and on the RMA. (NO deductions, even though it was not really as new, it had been used, screen protector removed, so marked, box marked, etc).

The Buyer raised an A-Z Claim, saying the wrong reason, but admitting in the notes that it was ordered in error.

Firstly, should a First Scan refund have applied? (seems SS are unsure if that should apply if the Seller issues the RM label, it was not an automated one by Amazon, BUT, was the tracking number on the RMA still).

Maybe not a First Scan Refund, then why was an A-Z Claim even allowed due to the reason of not obtaining a refund of the return postage, which was input in the RMA system, and was the only deduction. The A-Z Claim was also AFTER the correct refund, so not the Buyer saying not refunded at all).

The Buyer won, and Appeal denied as they say the refund should have been done on the day the Amazon system malfunctioned.

Ironically, Amazon themselves never seem to refund anything I've returned within 2 days, unless a First Scan refund item. They said to me to wait 3 weeks to chase. Double standards again, Amazon staff can take 3 weeks, Sellers must action refunds in 2 days.

So, are Sellers now having to keep checking all RM labels issued, as how are we supposed to know an item has arrived back, until with us. We have had parcels delivered to neighbours previously, something we cannot predict, usually dropped in the next day, or day after. Besides, in this case it was only a refund of return postage, everything had been refunded, it was only a day and a bit delay for the neighbiuring business to drop into us, as the Postie had delivered to them.

It would be useful like eBay to get an email to say when something arrives, then if an issue, we could check. 2 days is also no time to check an item, longer should be allowed, like Amazon allow to their own staff!

Have other Sellers had the same issue and First Scan refunds done on Seller issued postage return labels?

If First Scan done, again no A-Z Claims should be possible for things like this.