Customer Return Lost by Royal Mail
Hi, Can someone help me with this, a customer ordered 3 items and has returned two of them using amazons new return process. Reason for return is accidental order, items purchased from the home category. The return tracking shows the parcel at Leeds sorting office and this has now been the case for a couple of weeks. The customer is asking for a refund, do I have to refund or do they claim of Royal Mail?
Also, the combined weight of the return items is 3kg yet the return receipt only says 900g.
Where do we stand on this one.
Thanks
in advance
0 replies
Seller_7VbclcPFFRTnc
that’s because amazons new system of returns only works for items under 2kg !
presumably, you haven’t had the label cost deducted from your account yet ?
personally, if your account can take the risk of a hit, i would actually encourage an a-z on this one (i know, i know) but the whole reason amazon bought in the policy was to show that items had been returned. As they haven’t, amazon may take the hit themselves
Seller_B4VbHpnDLDLAU
This is where it gets messy.
Amazon terms right now say you have to claim for any loss with the courier.
However as widely reported the couriers will not engage with you as the postage was not purchased by your account, It’s Amazon account.
Legally Amazon should deal with it but contacting them on this you go round and round in circles and amazon and couriers say to contact the other.
Seller_sFEUMUfeW5484
Amazon “seem” to be ignoring cases on this subject. I usually get a reply to all my cases on the same day, I’ve had one open for quite a while now with no reply from Amazon. Clearly they just ignore the ones they can’t get an answer for.
Seller_8cYSeI7njyVFv
Hi Little Shop,
We responded to the customer and advised them that they had to make the claim for the parcel being lost directly with Royal Mail as the receipt they had was in there name. They seem to have accepted it and have not heard anything else.
