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Manage returns on seller fulfilled order.
Who bears the cost of return shipping if the buyer has chosen the option of incompatible or not useful on the return?
21 replies
Seller_d8YGbIjNqwFxn
The buyer is responsible for paying return shipping cost
Reasons are listed here
https://sellercentral.amazon.co.uk/help/hub/reference/G202080050
and listed in the table here
Seller_xYBW6o06hmGqz
Please note that the product I am selling is furniture-related and Amazon just provides an address label to the buyer(which is not trackable) when he/she opens a return. So is it still the buyer who will pay for the return?
Seller_ZJhFeE3tNKzfh
refer to the chart previously supplied. It being furniture does not have an impact.
Only clothing jewellery and I think handbags are free returns irregardless.
In your instance the customer would be liable for the cost of the return.
Seller_xYBW6o06hmGqz
what if he doesn't agree to pay for the return will amazon allow him to make an A-z claim.
Seller_ZJhFeE3tNKzfh
if he doesn’t agree to pay for the return it would still be possible to open an A-Z claim, but it could only be for two reasons
- 1 would be item not as described in which case they would still need to return it and 2 would be item not arrived
Either way you should have enough evidence to show the customer is simply trying to avoid paying for a return.
Are they refusing to pay for a return?
Seller_xYBW6o06hmGqz
in my case, amazon provides a prepaid address label to the customer when he opens the return which is not trackable. Recently one of my customer said he is not ready ro pay for the return as post office or whichever service he was using are charging him again to send the parcle ack to us so we booked a collection for him with our courier and didn't charge him anything.
Seller_ZJhFeE3tNKzfh
So it its a prepaid address label - it'll be a Royal Mail Tracked 48 label or an Evri one. You are charged up front for that, but if its furniture, I imagine its way too heavy which is why the post office might want to charge more.
If they do somehow manage to use the prepaid returns label, when it is scanned, the customer is supposed to get a refund and based on the return postage responsibility, that refund will be full, or deducted the value of the return label.
You are free to offer free returns at your expense if you wish. I would argue, with furniture, you are better off requesting that you are not part of the prepaid return label system (contact seller support to request this) and then manage return requests yourself. It can then be up to you if you provide a prepaid return label, a collection etc.
Seller_xYBW6o06hmGqz
So my question is if the seller doesn't return the product using a prepaid return label that Amazon has provided and ask us to collect can we deduct the collection charges from the refund
Seller_VUcjClrPIVFRy
For the reason Incompatible or not useful for intended purpose, the buyer is responsible.
For reference; Return Reason codes for Prepaid Returns
Although be aware of buyers choosing the wrong option in order for the return to be free.
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