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
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_ZJhFeE3tNKzfh
yes if the return reason states the buyer is responsible
Though I would suggest agreeing this with e customer and advise the costs to be deducted.
Seller_xYBW6o06hmGqz
You sure that its not against policy and will not harm our account health if buyer takes any action.
Seller_ZJhFeE3tNKzfh
not that I’m aware of.
If the buyer is liable for the return costs and they agree with you that the cost of collection will be deducted that is in no way against the amazon return policy.
If they open an a-z then yes it could impact on your ODR if amazon found against you, but they shouldn’t, in theory.
Seller_xYBW6o06hmGqz
So, if a customer opens an A-Z claim in this situation, then we should tell Amazon that a prepaid label was provided, but the customer asked for collection, so we asked him for collection charges.
Seller_ZJhFeE3tNKzfh
yes. I can’t 100% guarantee that Amazon still won’t side with the customer but there isn’t anything that goes against Amazon policy that I am aware of.
The heavy and bulky policy also came to mind
This may be of interest. Depending on the size of the furniture you HAVE to provide collection though you can deduct the costs.
The same would apply with any other collection though again, I would definitely ensure the customer has agreed to the cost first
Seller_ZJhFeE3tNKzfh
you can provide them a link to the Amazon return policy below
https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=GV38326YW5JX9V9X
The return reason they have selected is classed as a change of mind and as such they as the customer are liable for the return costs.
They can agree to your collection costs or they an return via a method of their choosing at their cost.
Seller_xYBW6o06hmGqz
in the above picture, the customer has opened a return stating that he found a better price and Amazon provided him with a prepaid return label. the remaining story is mentioned in the picture what you suggest we can do.
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.
