Auto authorised return
We have just had our first Auto authorised prepaid label return. There is no fault with the item its just the customer said it is “incompatible or not suitable for intended use”, basically they haven’t read the description or viewed the images and have ordered an item that won’t fit into their surround.
The label costing £3.35 has been automatically generated by Amazon and if the customer uses the label and sends it back are we supposed to pay for the postage or as it is the customers fault do we deduct the cost of the postage from their return?
I was assuming that as it is their fault the cost is deducted from their refund. If so should I email them and notify them that this will happen and they could be cheaper sending it by first class post.?
0 replies
Seller_7VbclcPFFRTnc
You can deduct the postage from the cost - how the customer responds though is an unknown !
Seller_Zm6mSLypM9kp8
You can deduct the postage fee for this Return Reason as per Amazon policy.
There is another update coming from Amazon on 9th Aug where you will be able to explain why you deducted the amount as per the news: https://sellercentral.amazon.co.uk/gp/headlines.html?id=G4M6FZV5D46L5LJR&ref=nslp_at_6_G4M6FZV5D46L5LJR_en-GB_ttl_rf_recent_news_7
Seller_xUKHc5xSYJmI4
Auto Authorised Returns
Normally it would cost the customer £0.66 cost of a postage stamp to return the order. Now with this auto authorised return its costing £2.79 (more than four times the normal cost of the return). Is there an option to offer a £0.66 postage stamp for the customer to return the item? Is there an option to deselect automatic returns?
The costs £0.66 to dispatch the order, £2.79 to return the order and then Amazon fees the seller has lost more than 65% of the order value where the customer ordered the wrong size product.
Seller_xUKHc5xSYJmI4
These policies are not helping small businesses in my opinion. If a buyer orders the wrong item or incompatible item then they should return at their expense to the seller. There are so many unfair polices on Amazon makes me wonder if its actually worth selling on this platform. The customer service is poor.
They control your sales, they hide your products, they control the feedback, they control the returns, the make a profit on returns, they control unfair metrics, they control allow unfair practices on the platform. Now they dictate at your cost how the customer should return the order using most expensive method of return. Then they tell us we are helping Small Businesses? How?
Its constantly Squeezing Sellers Margins…
It really annoys me. I have placed over 300 orders on this platform and now I feel I should cancel my Amazon Prime Membership and buy from other platforms.
Seller_taDBgt7LctucW
According to Amazon policy, the buyer is responsible. In reality, who knows. Link below:
Seller_xUKHc5xSYJmI4
There are so many policies on the this platform and the wording can be confusing. I just discovered this morning with all the hyperlinks that were sent to me referring me to different polices that the seller can deduct the postage costs from the prepaid return label providing it return falls into the criteria below.
Return Reason codes for Prepaid Returns
The cost of return shipping is sometimes the seller’s responsibility and at times the buyer’s. You must determine who bears the cost of the return shipping when you process the refund to the buyer, based on the reason for the return.
- The return is free, if the return reason is seller-responsible. Label cost cannot be deducted.
- The label cost can be deducted, if the return reason is buyer-responsible.
| Sl. No. | Return reason | Responsibility |
|---|---|---|
| 1 | Accidental order | Buyer |
| 2 | Better price available | Buyer |
| 3 | The shipping box or envelope isn’t damaged, but the item is damaged | Seller |
| 4 | Missed estimated delivery date | Seller |
| 5 | Missing parts or accessories | Seller |
| 6 | The shipping box or envelope and item are both damaged | Seller |
| 7 | Wrong item sent | Seller |
| 8 | Defective or does not work properly | Seller |
| 9 | Arrived in addition to what was ordered | Seller |
| 10 | No longer needed or wanted | Buyer |
| 11 | Unauthorised purchase | Seller |
| 12 | Description on the website was not accurate | Seller |
| 13 | Damaged during delivery | Seller |
| 14 | Performance or quality not adequate | Buyer |
| 15 | Incompatible or not useful for intended purpose | Buyer |
| 16 | Damaged due to inappropriate packaging | Seller |
| 17 | Part not compatible with the existing system | Buyer |
| 18 | Excessive installation or did not install | Buyer |
So it appears if the buyer places an order for something buyer responsible category above the seller can deduct the postage costs of the prepaid label. Normally it would could the buyer £0.66 to return the order using the prepaid return label would cost the buyer £2.79 cost can be deducted from the refund.
All returns are now trackable.The only issue is the buyer has 30 days to return the order and what will happen if the buyer does not return the order and a prepaid label has not been used? Does the prepaid label automatically cancel itself? Or the seller is then out of pocket?
Example customer orders something for £5.00 then return it saying its incompatible using prepaid label upon receipt the seller deducts £2.79 from refund providing it falls under the heading Responsibility and buyer. The above is for orders below 2kg cost for returning orders above 2kg will be more.
Seller_xUKHc5xSYJmI4
Personally I wish Amazon would keep thing simple instead of keep changing the policies that can confuse many sellers including myself.
Seller_xUKHc5xSYJmI4
If the return label is not used how does the seller reclaim the costs of the prepaid label. I could not find this facility.
Seller_Pa8tecf0ZuacK
Has anyone asked Amazon?
all our goods are handmade. We state sizing info+ size chart+ guidance on choosing corerect size in listing. It is unfair that sellor is charged return postage due to buyer not bothering to read & understand or even ask us prior to purchase.
I see from discussions that we can try to deduct this return postage from refund once goods returned “as sent/sold”
Seller_Pa8tecf0ZuacK
Also how do we get a monthly report/invoice for these postages charged from our funds
