Customer returned Lost by Royalmail
Customer returned order using amazon provided Royalmail returns label. Return is stuck at royalmail depot and its been 3 weeks now. I asked customer that refund can be done after receiving goods. Customer opened A-Z . I appealed and explained that as parcel looks like lost by royalmail. I am not sender, i am not label provider. Only amazon can make claim with Royalmail for lost parcel. I think that i cannot be held liable for this loss. But amazon as expected denied appeal.
Now i am thinking of filing small court claims on Amazon to recover my loss.
Please advise.
3 replies
Seller_nRhZxElkqUPAM
we have the same issue - been told to make a claim through royal mail by amazon
Seller_SITNVuZK87zGK
The correct process as per the Prepaid Return Label Policy (I assume as the customer wasn’t refunded automatically this was returned prior to the refund at first scan process starting) is that you should refund the customer and claim via the courier yourself. Amazon provide no information beyond that.
As you’ve stated the label is not on your acccount but amazons, but amazon don’t provide any further information unfortunately.
Seller_lljyzgTxr5fgI
Bit extreme, isn’t it? Obviously, I don’t know the value of your item but, equally, you don’t really know the full circumstances of the situation and yet you’re already staring down the barrel of court action? It is no surprise that the customer opened an A-Z. Once the customer returns something, they expect to be refunded in a timely manner. It isn’t the customer’s fault that the item has not arrived back with you; they posted it, you should have refunded (unless the refund was made at “first scan”, which is standard Amazon policy).
You state that the item has been “stuck at a Royal Mail depot”? How do you know this or are you just going by the last scan? It may have moved since then and not been scanned so there is also no guarantee that it is still where it says it is?
Your best course of action, if you are not getting anywhere with your present course, is to email the managing director at Amazon and provide details about your case. If you are unsuccessful there, then the next course is a “Letter Before Action”, then the small claims court is a final resort, which you should (hopefully) never have to get anywhere near 
