A-Z Claims due to QR Code Failure
Anyone else having a lot of these problems? Amazon is supposed to handle the returns labels, right? Link at the top says all returns follow Amazon’s process.
Once again, we have an A-Z claim opened against us because a buyer has received goods, decided they don’t want them, opened a return, took it to the Hermes/Evri parcel shop for Evri to reject the barcode.
This apparently is OUR fault. Not Amazon or Evri, who they force the use of. No, it is to count against our account health as we’re obviously a bad and untrustworthy seller because their integrated returns doesn’t work!
Amazon don’t want to know, they want us to fund the Evri return AND send a QR code (which we can’t) for a new return funded by ourselves.
Has anyone had any joy in getting Amazon to actually deal with Evri barcodes that don’t work? Surely it’s their system that has broken so their issue to resolve?
7 replies
Seller_8Wsckn3UoR095
Cx needs to cancel the return and re-opening it choosing a different return choice which is print at home.
I’ve complained as both a customer and seller about this, no feedback 
Seller_SITNVuZK87zGK
If we ever get an issue with the QR codes (though in those instances the customer has messaged us, not gone straight to A to Z) we provide our own Royal Mail Tracked 48 label, though I appreciate not everyone has this facility.
But no, I doubt you’ll get any help from Seller Support on Evri barcodes that don’t work. For your A to Z, still worth appealing and perhaps if that is rejected - go to managingdirector@?
Seller_L1A4u7LImWRtC
I see it’s not just us…
One had gone straight to A-Z and Amazon’s useless response was “Send the customer a new label”
Another this morning that has at least messaged us, but it won’t be the first time if a customer doesn’t like the suggested response and raises another A-Z
It’s a joke…even when their own page clearly says
What should I do if the customer cannot print the return label?
You can consider the following options:
- The customer can return the product on their own. Go to Return reason codes for prepaid returns for seller-fulfilled orders to understand the return reason. If you are accountable for the return, you must add the cost of return shipping to the refund.
- The customer can go to an internet café, public library, or local print shop to print the return label.
Seller_L1A4u7LImWRtC
And our rating goes down again…
The customer sent the item back under their own Evri label. Bear in mind this was a “change of mind” not a defective or misdelivered item. Return received and refunded in full. Customer service is about as good as it could be then, that’s got to be good, right?
Nope…
We have closed an A-to-z Guarantee claim of £xxx on order xxx-xxxxxxx-xxxxxxx because you issued a refund to the customer. No further action is required from you at this time but we have counted the claim against your Order Defect Rate
Check the dashboard and yep…down the scale we go.
Part of me wishes Amazon would just close our account and kick us off, its a sideline to us not a main channel. I’m sure I could be more productive if I didn’t have to waste so much time shaking my fist at the cloud of unappeasable Amazon demigods.
I can’t help feeling that this is all part of a policy that “you’re a bad seller because you don’t FBA”
Seller_L1A4u7LImWRtC
Here we go again…
Customer contacts us, we give them the OFFICIAL AMAZON advice
Amazon contact us, tell us to send them a new label
We reply, repeating the official Amazon advice how to return the item
Amazon contact us telling us we need to contact the customer
We reply, repeating once again the advice
I await an A-Z claim, loss of more money and score going down.
I mean, we could send our courier in at a cost to us of £10 but why should we add more costs? There’s a reason our own courier domestic collection rate is so high by the way in case anyone wonders…to do with our average consignment volumetrics and weights - so to have to “buy back” our own items when a customer just decides they don’t want it - it feels like legalised blackmail “do this or else we’ll impact your selling”
