OK so customer has gone through returns process and as it was an item of clothing Amazon issued a pre-paid returns label (Royal Mail Tracked 48)

Customer returned item on 2nd September, and tracking confirms this and so Amazon issued a refund.

However, I have not received item back - tracking says 'in transit'

What is the procedure now? Do I contact Royal Mail (but I did not buy the returns label, it was Amazon even though they charged me for it) or is it a Safe-T claim? Reading help it implies I have to contact Royal Mail - is that correct?

Hi

We sell via FBM to the EU. We have had a request from a Spanish customer for a pre-paid label to return her order to us. When I go to the return settings we are enrolled into the Amazon pre-paid returns label for Spain but the customer is saying that she has tried to request a return label through Amazon and has been unable to. I'm now not sure what to do as the order is over 80 euros so I don't want to simply issue a refund without the item being returned. The customer is saying that the item is damaged though so it we are responsible for the return postage. We have a Royal Mail Business account for the UK and EU and a Parcelforce account but have never issued a return label as Amazon has always done this for us. I'm not sure why it is not working for the customer is this case. Does anyone have any advice please. Is there a way for us to issue a pre-paid label through our Royal Mail account and if we do this will we also have to pay customs once the return reaches the UK?

Any advice will be gratefully received.

The customer returned an item. Evri lost the parcel. I have contacted Amazon customer service. They asked me to refund the customer and to claim the loss from Evri.

Amazon is not giving me answer is the return label they automatically generated fully covering the loss or not; they do not tell me what type of label they issued to the customer.

In other marketplaces normally who is buying or issuing the label is responsible to cover for the loss. I would also add that the reurn reason was not our mistake, but I customer purchased a product that does not fit their equipment. In these cases the customer has to be charged for the postage cost.

I have opened a claim on Evri website 3 weeks ago and I am still waiting for their response.