Amazon refunded a customer when the goods didn't come bacl
Does anyone know a way to speak to anyone at Amazon that firstly has a phone line that isn’t so poor you can barely hear the conversation and secondly actually has the ability to make a sensible decision.
We sent an item to a customer, they opened a return and Amazon gave them a label which obviously they charge us for - we are good with this as the return cost is cheap - the item never arrives back. The customer openes an A-to-Z for this item - we say the item is not back, but Amazon give them a refund. We appeal to say it hasn’t come back and they say I need to contact our courier - it wasn’t our courier Amazon, it was your courier!
We spoke to someone at Amazon who agreed with us and said they would send a message to get it sorted, we get a message saying they uphold their decision.
Surely common sense tells you we cannot just lose £179?
0 replies
Seller_SITNVuZK87zGK
The policy of the prepaid return label program if a return is lost by the courier is that you are supposed to refund the customer and claim via the courier. As you have found this is difficult but it is the policy. Was the label Royal Mail or Evri?
Note though that you can also exclude items over £100 from the prepaid return policy, you need to do this by uploading a list of SKUS to amazon.
Seller_QVpjrN1BsybDT
According to Amazon the seller is responsible for delivery to the customer no matter what the courier does with the parcel.
Why does that not apply the other way round?
