Why is every return not "Refund on First Scan"?
Hello
Can someone advise why 50% of our returns are ‘Refund on First Scan’ and the rest are just standard returns?
We cannot work out the logic why Amazon allow us to refund some returns normally and some are refunded on first scan.
It does not seem to make a difference if they are unwanted or damaged goods, the order value etc.
Thanks
Sam
12 replies
Seller_xUKHc5xSYJmI4
Depends what your selling such as hazmat products or value.
Full details can be found on the policy details on the link below
https://sellercentral.amazon.co.uk/help/hub/reference/G202072200
Seller_3sA3mMDSBeAxr
We had something come back recently which wasn’t high value, it wasn’t hazmat, and they used the label provided and yet no refund on first scan was provided, we manually had to authorise the refund…
Seller_ByMp5Dv2e4qj2
Hazmat does not have any correlation to it either as we have had some refunded on first scan and some we done manually after we received it.
Seller_SITNVuZK87zGK
Are all the return requests triggering Prepaid Return Labels as only using those would trigger a Refund at First Scan
If so, it could be the customer has chosen an alternative means of returning (if they find out they will be charged £3 something for the label?) or it didn’t scan on the way back to you.
Seller_2IqU6eYHmCUaV
Just had a change of mind return today , I had to refund manually here , charging them for the return label from the refund !
Seller_maMOyS1F2RGex
I have been trying to work it out too. I think it has to do with the reason customers give for the return.
I came on here to ask a similar question, just looking at the last 8 returns, 4 were automatically refunded, yet i have not recieved one of the items back. I am still charged a huge amount for the shipping costs by Amazon, regardless if the customer sends it back or not, surely we should only be charged if the service is used.
Seller_xUKHc5xSYJmI4
Osgood
We have already had this issue. The problem is Evri has a recorded message which does not have the option to select speak to a human, there are only two options and no other.Asks for the tracking number.
When theres a problem you just cannot talk to anyone. I am rather surprised when these contracts were negotiated that they did not consider the bad publicity Evri had and continues to have. No one at Amazon or Evri has even gone through the claims process and the process has always left the seller short. Its like they want to make it difficult to prevent people making claims for lost returns?
Amaon really to sort the issues out with these contracted couriers to ensure the staff are providing the service and their a clear and simple process for processing a claim for loss.
Seller_tRuvBEHDedp4q
Ive had this too and I cannot fathom the reason why.
Most are refunded but occasionally one is not - so I have to check every time something comes back which this policy was supposed to correct.
Initially, I thought it was when customer had upgraded postage and paid a premium for next day delivery, but it was a remorse return. In which case I can legally deduct the premium delivery charge from the refund. But I have had cases where premium paid and yet full refund given by Amazon (including the premium charge) and cases when no premium paid and no first scan refund given.
And yes they were all labels issued by Amazon - often customers do not include the returns slip so I use the tracking number on the returns label to find the order and it matches the tracking of the label Amazon issued.
