Return sent back to customer by UPS?
A new one for us:
Customer ordered a $469 timing device from us on 12/6.
Requested a return claiming it didn’t work (BS) on 12/25. Amazon issued a return label at that time.
Customer sent a message 1/10 showing the item wrapped in saran wrap with a label attached to it as “proof” its being sent back to us. We messaged at that time advising the customer that they need to use a packaging box to avoid damage to the item.
Customer messaged us today, 1/12, asking for a refund, claiming that we should have the item.
Checked the return record (at Scamazon Central) and we see the following message: “Package is undeliverable because it is damaged. Package is returning to sender and refund will be issued once return is processed.”
The actual message from UPS tracking on their page is " The parcel has been reported as damaged and we will notify the shipper. UPS will notify the shipper about the damage."
Anyone run into something like this before? The message in the returns page is pretty obviously Amazon’s. Why would they refund the customer when the damaged package is returned to him? Are we expected to hold the bag on the $469? We can’t claim insurance or intercept the package since we’re not the shipper.
We’ve been ripped off ten ways till Sunday as part of our relationship with Amazon but this is a new one for us.
Thoughts?
11 replies
Seller_LuY7EhG6PfzN5
[Moderator Edit(Avery_Amazon): Post removed as it contains inappropriate and off-topic commentary]
Quincy_Amazon
Hello @Wicked_Racing_Store,
Thank you for posting your inquiry to the Forums.
I can see that your appeal for the A-Z Claim is still currently under review. Please feel free to update this thread once the review is completed with the outcome or if you need further assistance.
Regards,
Quincy_Amazon
Seller_ZseXdADQkAdsF
It is the return being returned to sender? Call UPS and have them reroute it to you. You may have to pay a delivery change.
Have had this happen before, where a buyer will make the label unreadable, it will show scanned at USPS, but then get returned, (to buyer) open an AZ claim, granted because “it was returned” even though it was returned to sender. Appeal denied.
Seller_LuY7EhG6PfzN5
Should also add that there is no longer an option to appeal either… What a joke
Seller_LuY7EhG6PfzN5
And this is what UPS tells us:
“The contents contained in the package described above were damaged. We regret any inconvenience
this may have caused you or your consignee.
The parcel was found empty and the carton has been discarded.
When damage occurs, UPS inspects the package and evaluates the packaging according to our packaging guidelines which include the International Safe Transit Association (ISTA) 3A Test
Procedures for small parcel delivery shipments, published by the ISTA. Your packaging did not meet
these guidelines. UPS is not liable or responsible for loss or damage to any package from improper
packaging.”
So here we are, screwed out of $486 because the customer didn’t bother to properly package the item (or just sent an empty box). We can’t appeal the AtoZ case and we can’t recover anything from UPS. What a lovely situation we find ourselves in. So happy to be an Amazon seller. Can’t wait to share this experience all over social media seller pages.
Seller_LuY7EhG6PfzN5
And yet another denial for the theft central today. Store is going on vacation mode. We’re done with this place. Time to put up a “Don’t Sell On Amazon” Facebook and Twitter group.
Seller_LuY7EhG6PfzN5
So after beating our heads against the wall got another notification that they now changed their finding and will give us our money back. There is no reason why we needed to spend the time and energy on this - not to mention the frustration Amazon created through its utmost inability to follow its own rules.
