Be Warned Sellers now responsible for returns if buyer uses Amazon label
Did you know that if a buyer uses an Amazon label to return an item back to the seller, that the seller is now responsible to refund the buyer even if the item gets lost on the way, or in fact is never returned at all?
I have just had 2 cases, where Amazon has taken the funds from my account to refund the buyer and both items never arrived back. One Buyer told me they checked tracking with Hermes and they told this buyer the item had been lost, so Amazon refunded them anyway, from my funds.
64 replies
Seller_DSmBlrx75rMb8
That’s a real shame, what’s happened.
I didn’t know that was specifically the case, but I’m honestly not surprised.
Amazon do everything in their power to appease their customers, at the expense of the sellers.
I just see things getting worse, as customers pass on info to friends and family, about how they can play the system to get free items.
Hopefully it doesn’t get that bad, but I wouldn’t have thought it would be this bad now, 5/6 years ago.
Seller_7VbclcPFFRTnc
You can however put in a claim with hermes
Seller_HuoGnENb0muIm
It is in the FAQs of the automatic return policy. It is always worth going throgh the new policies with a fine tooth comb as you can guarantee Amazon will put something in there that will trip you up.
What happens if the return is lost or damaged in transit?
The selling partner will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement.
Seller_OD408ZNiEUfUp
And how do you make a claim with a carrier, you have no details of, no account for, and no tracking details?
Seller_B4VbHpnDLDLAU
Correct I lost a-z today for this exact reason
Hermes are still adamant can’t claim as it’s not our account. Even then then item is around 3x the amount it’s insured for.
Seller_xUKHc5xSYJmI4
Hi
If the buyer uses the Hermes or Royal Mail prepaid label (tracked service), if the order is not returned the seller does not pay for the prepaid return. If an A-Z claim is raised then the claim will not be granted unless it shows the order had been physically collected by the courier. The tracking information should tell you whether the order was collected with the date, day and time. I would alway recommend checking both the Hermes and Royal Mail website for updates.
We have noticed a number of buyers initiated returns but did not return the order. We have also noted there is a small group deliberately place an order for the wrong size and then initiate a return.
Seller_ZrQt8Lko8zuBj
Two weeks ago I have had a buyer who ordered an item worth over £200. A few days after delivery they have opened a return with a reason “defective”. Return was auto authorised and Hermes label issued. The buyer dropped the item off at the drop-off point. A few days later they asked for a refund. I have politely informed them that the item is still sitting at the drop-off point and the refund will be processed as soon as I will get it back.
A few days later A-to-z was granted (seller funded). So I have ended up with:
- I have paid for the label as it was scanned at least once.
- Over £200 refund for the buyer.
- With no item returned.
I have contacted Hermes to ask for compensation + reimbursement for the label (they have recognised it as lost). Have never heard anything back from them.
I would not like to advise scammers what to do next, but it is a win-win situation for them.
Seller_NoMNQDGnEW5Bx
You can request exemptions from prepaid return labels only for SKUs that fall under the following categories:
- HIGH_PRICE: High-valued items where the price exceeds GBP100 that need special shipping (for example, items that require special shipping insurance)
The exempted SKU will be validated against the ASIN price and item condition across Amazon and the exemption reason code HIGH_PRICE (where item price is greater than GBP100) to ensure it is rightly used. In addition, only active SKUs will be eligible for exemptions from prepaid return labels.
Seller_prNRYzgZJre6A
Hermes in our part of Eastern Scotland have around 3 weeks worth of parcels in their depot, so the parcel(s) might turn up eventually. We had stuff delivered today which was shipped with Hermes in late November…
