Customer doesn't have printer for return, what is your normal response?
Customer is saying the item is gold not silver and wants to return. (Pantone say it’s silver but we’ll disregard that detail for now!)
They have contacted Amazon Support to tell them they don’t have a printer, Amazon have asked me to “supply the QR code for the label”. We use Amazon prepaid returns so barely have involvement in this process any more, what on earth am I meant to do?
11 replies
Seller_B4VbHpnDLDLAU
I am having this exact same issue, my response is that all returns lables are created by amazon and us sellers have no further access to the lables generated other than what the customer already has.
Seller_SITNVuZK87zGK
We advise them to post it (advise the method to them ie Royal Mail Tracked 48 or 2nd Class, whatever the value of the item suggests so they don’t send it back via a courier at high cost!) and if you are liable for return postage, you will refund it if they supply proof of postage costs.
It is possible to refund more using the Manage Returns process now so that isn’t a problem.
Seller_DROodOAYHftnc
Yes, just tell them to package it carefully and return via the PO, and you will refund once you have received it back, and as said, you can add in the cost of the postage to their refund.
This could well be an attempt at getting a freebie !
Seller_a8eWx2pfTXiWY
Amazon supply Hermes return labels, customer can print label in some stores that send hermes post, tell them to google hermes drop points with printer facilities if they insist on using amazon label, I had this problem and that’s response I was advised to give
Seller_xUKHc5xSYJmI4
Health and Personal Care items are none returnable.
Please find below actual wording
The same exclusions apply to our Returns Guarantee as for the right of withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):
- Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
Seller_ZQyopdiwkUHOZ
The Amazon returns page explains how the person can get a QR code in the event that they don’t have a printer. Just link them to that page and quote the relevant text in your message back to them.
Seller_ILTNDCj7DXuua
Post office have some details as well
Seller_xUKHc5xSYJmI4
The QR code can be scanned at the post office or Hermes collection points. Failing that you could always print the label at work or a neighbour 
