Seller fulfilled refunds
When a customer orders goods and wants them returned for a refund due to ordering in error, we are baffled as to why Amazon refund a seller fulfilled order the entire value of the order including the carriage costs the customer was charged when they originally placed the order
Surely if it is customer error then they should not be refunded the cost of carriage. If we have to send goods on a carrier such as DHL then we lose that money through no fault of our own.
0 replies
Seller_7VbclcPFFRTnc
because thats the law for online sales
Seller_DTufFoxJuMU0M
As stated by Littleshop DSR (distance selling regulation) or whatever they are calling themselves these days, state that a customer has a period of time after receiving the order to cancel it, by law I believe its 14 days, but often platforms like this will give customers longer, mostly 30 days, which you need to adhere to when you sell on them. (note that again most platforms will display their own list of when the customer is responsible for return postage, and when you are, you need to adhere to these, they usually give the customer more rights than the minimum they are entitled to by law)
If the customer cancels the order within that time, they need to return the goods to you for a refund, and you are required to refund them the full cost of their order, including original postage, however under most circumstances (where you haven’t made an error) the customer is responsible for the return postage.
The only exception is if the customer paid for a postage upgrade, for instance you offer standard postage at £4, but the customer chooses to upgrade and pays £10 for a next day service, you can then withhold the £6 (the difference the customer paid for the upgrade) however in my last case Amazon refunded that too and no amount of complaining or explaining to SS would make them see sense.
