Buyer wants refund for item lost through Amazon return label
We sold a merchant fulfilled item short while ago.
- The buyer initiated a return.
- Amazon provided the buyer with a prepaid label
- The buyer sent the item back and the item was lost in shipping. No prizes for guessing the courier.
- The buyer contacted Amazon support for their refund and Amazon support now want us to refund the buyer
Surely, it’s Amazon’s responsibility to get the item to us as they are the party that provided the customer with the label. If it were us providing the label, you best believe we wouldn’t be using HERMES to have the item sent back to us.
How can I handle this situation?
0 replies
Seller_SITNVuZK87zGK
Refund the customer and claim back via the courier. That is the amazon policy.
Do note that returns processed post 24th October will fall under refund at first scan, so they would hav been refunded when Evri first scanned the parcel. A lost parcel would still require a claim via the courier.
Seller_tRuvBEHDedp4q
Unfortunately yes you have to refund
But then begins the problem of claiming from courier - the courier says only Amazon can make the claim, Amazon says claim must be made direct with courier.
You may be able to make a Safe-T claim instead with Amazon
Seller_zFXvWWH6gSknx
Also seller support just messaged me saying the following
Hello from Amazon Selling Partner Support,
I understand you are asking about order REDACTED.
I know is important for your business to understand how to correctly handle order REDACTED and I’m happy to assist you today.
Please note that in this scenario you don’t have to issue a Refund to the buyer, unless you want to.
I kindly suggest you to wait till you receive the item, that seems lost at the moment, before to issue a Refund.
But ofc you can’t always rely on seller support because they always give conflicting information
Seller_3AnxDApiQqMtf
I know it’s probably stating the obvious but did the return package actually track at any point showing the customer had dropped off the package?
Seller_ZQyopdiwkUHOZ
Hang on, don’t refund just yet.
Amazon’s Refund on first scan policy is live, so if they’ve actually sent it back they’re basically saying it didn’t get scanned by Evri when they took it.
If it didn’t get a carrier scan then how exactly do you know the buyer even used the return label?
You only have to refund if they can prove they actually sent it back, and it doesn’t sound like they have.
