Amazon messing with returns process

Hi,

So auto authorised returns are a real pain. We sell expensive gaming PCs (1500EUR average) and often customers open a returns request with a simple problem that I can troubleshoot and fix over messaging / the phone. In this case the problem gets solved and I can deny the returns request.

If the problem is faulty hardware or something else which requires the PC to be returned, I can contact the customer and arrange a courier to collect the PC and provide a pre-paid returns label. We also provide packaging if the customer has binned the original packaging so that the PC doesn’t get smashed around on it’s return journey. I can also collect information that our returns team need such as the problem with the PC / any passwords that may be setup / repair service or refund etc.

This has worked perfectly until auto authorised returns has come about. Now I no longer get any notification when someone wants to return a PC. If the problem a customer has is very easy to fix over the phone then the return stays authorised in my account, which I’m not sure causes any problems but isn’t easy to understand when I’m checking over the account every day.

We just had a customer call our call centre and ask whether they should be paying for return shipping. It turns out that they had an auto authorised return and proceeded to go to their post office to return the PC. If returns just started turning up at our warehouse, our team wouldn’t have a clue what to do with them because they aren’t booked into our RMA system.

There’s a check box which says ‘Receive email notifications regarding returns request’ or something to that effect. Turns out this doesn’t include auto authorised returns. So this means that I have to check the returns page every day and if there are new auto authorised requests, I need to quickly contact the customer before they get to the post office and post the PC back. What if the customer doesn’t see the email / has messaging switched off?

It seems like auto authorised returns are a good idea for low value products or products that are easily posted or cannot be fixed / repaired. But in our scenario, it seems to be an awful implementation to the returns process.

Anyone got any thoughts? Or am I just venting at this point?

Thanks, PCSpecailist