Refund on first scan
Is there a way to disable refund on first scan for merchant fulfilled orders?
A customer ordered two items, but only meant to order one. They are returning one (as per their messages) but the return request was for both items. The customer has just been refunded in full (minus return postage) by Amazon because of the refund on first scan.
I will be messaging the customer to ask them to ring us to pay but any way of disabling this stupid setting or at least disputing a refund once an item has been returned?
I can’t understand why Amazon think this is a good idea. What if a customer returns a completely different item?
Seller_BS5lg2keRs2QO
You would need to open a Safe-T claim with Amazon.
https://sellercentral.amazon.co.uk/help/hub/reference/G202175000
32 replies
Seller_BS5lg2keRs2QO
You would need to open a Safe-T claim with Amazon.
https://sellercentral.amazon.co.uk/help/hub/reference/G202175000
Seller_SITNVuZK87zGK
You’ve already been advised the correct route but definitely don’t do this. Amazon if they pick up on the message may deem it as taking the purchase off Amazon.
Seller_qZO3ZCjoBXEeL
Do Not Do This under any circumstances!
This will result in an immediate suspension or deactivation of your account. You must not take payment outside of Amazon systems.
Seller_sEkKADkeJfuD0
What a mess. Amazon, just let sellers sort their own refunds out, please…
Seller_0msMReDTskp1Y
I had exactly this situation earlier in the week. One of my very first refund on first scan cases. Item arrives back and it is completely different. I raised a “Safe-T” claim with a couple of photos and Amazon granted it and fully reimbursed me within 24 hours.
I don’t know who covered the cost - I suspect Amazon themselves. I’m still down for the cost of the returns label, but at this stage I’m prepared to call it a win.
Seller_KbS8F1HhbOckz
Hope people don’t mind me jumping on this thread, but I was about to post a question about the topic…
I can’t make head nor tail of the refunds being given. For example, I’ve received a “no longer needed” return which was refunded on first scan, and the numbers make no sense to me.
Item cost £4.39
Postage cost £1.28
Refund on first scan £1.65 ??
If I was the customer and this was my refund, I’d feel ripped off.
Seller_VHHjXRfBGam7u
If a customer abuses the system don’t forget to also report them through this process:
“A customer who is violating returns and refund policies”
Here:
https://sellercentral-europe.amazon.com/abuse-submission/form/buyer-abuse-refund
We add the case number to the Safe T claim when it applies.
To date we’ve been satisfied with the response to our Safe T claims for refund at first scan.
It’s in all our interests to make sure Amazon are notified through the correct process when customers abuse the system
Seller_2Su3bcJXQR0sO
Don’t think Amazon really thought through this new policy. A bird brain can work out what to tick in the return box to enable a free return.
Just another policy to encourage scamming.
Seller_95YyNyoS06fVn
We would advise against calling the customer as they can rightly report you to Amazon for using their contact number to call and ask for payment.
Seller_xUKHc5xSYJmI4
I find the policy all confusing for the very reason the terms of use say the order should be returned unused and now they are refunding without actually seeing how the order is returned before refunding the buyer. Then the seller has inconvenience of putting in a safe-t claim which may not be 100% of the order value.
The process of returning the order appears to be in breach of the terms of use.
