Returns slip rejected at post office
hi all, just a quick ask.
a customer who is returning a book, printed off the slip (i got charged £3.35) and when they took it to the post office they have been charged an extra £4+
does anyone have any idea why this would happen?
thanks in advance for any answers
Seller_7VbclcPFFRTnc
Ah in that case you’ll need to refund the postage
Tbh I’m not sure if you are obliged to refund just the £3.35 it should’ve cost 
60 replies
Seller_qZO3ZCjoBXEeL
They’ve used a bigger box or the book weighs more than the returns label is suitable for?
Seller_EHYOwAkoZV3Hb
Surely the returns slip is not the RM label. It just goes inside the order to identify it. Isn’t the label printed separately?
Seller_DROodOAYHftnc
Was it a RM label ? - £3.35 is 2nd Class Small parcel, but why they were asked for a further £4 ??! - unless it was a staff member in the PO trying it on ?!
Did your customer pay the extra ? Did they get a receipt for it ?
Seller_B4VbHpnDLDLAU
Was the customer using the actual returns slip / barcode with order number on it rather than the Royal Mail label.
Used to get that allot where customers would take it to the post office and presume it was a freepost and it’s not.
Seller_SITNVuZK87zGK
Ahhh. How much was the book worth? It could be they were asked and if it’s more than £20 they may have been told the tracked 48 label would only cover up to £20?
Seller_58y2FhNkywdyp
yes i have, waiting to see what she was given
Seller_58y2FhNkywdyp
according to her cert of posting it was sent back first class small parcel for £4.45, still waiting for her to show me a copy of the return label she says she printed off and the po rejected
Seller_7VbclcPFFRTnc
It definitely sounds like she took the returns slip then - not label
What was the return reason ?
Seller_58y2FhNkywdyp
description on website wrong, its a hardback bible and at some point someone has changed the listing to paperback and also the pic to leatherbound so she though she was getting a leatherbound one and i sent the hardcover (same size and cover image)
Seller_7VbclcPFFRTnc
Ah in that case you’ll need to refund the postage
Tbh I’m not sure if you are obliged to refund just the £3.35 it should’ve cost
Seller_58y2FhNkywdyp
yes that was the intention i did not want to get clobbered for the £3,35 and the £4.45 although i have a thought that she will be one of those who will insist on the higher amount
Seller_ZQyopdiwkUHOZ
I’d say it needs to be full whack. Yes, a lower price label was provided, but if we flip the logic the other way then if someone agreed to return a parcel with a cheaper label you sent them through messaging, you’d have to give them the difference between that and the £3.35 as a concessionary refund.
Seller_7VbclcPFFRTnc
Exactly
By choice or by mistake, buyer didn’t use the label given
What if she’d chosen same day courier at £50 ?!
I sell some goods out of the scope of pre paid auto returns so if I am able to send a fully tracked returns label to the buyer for £2.50, and its buyer remorse etc, I just withhold that £2.50 - not £3.35
Seller_ZQyopdiwkUHOZ
It’s a tough one. I’m trying to check the free returns policy to see if there’s anything in it about having to use the prepaid label if one is provided.
" Why can I not change or upload my own prepaid return label?
Through the enrolment of your account into Amazon Prepaid Return label, all customer initiated returns requested via Online Return Center (ORC) that fall within the scope of the Amazon return policy are automatically authorised. A prepaid return label is issued to the customer on your behalf through Buy Shipping services. You can include your own tracked prepaid return label in the shipment sent to the customers, which the customer can choose to use or for returns where a pre-paid return label was not issued by us. The customer can also choose to buy a return label any time and use that."
This coupled with the free returns policy in general seems to imply you’re liable for the cost of the return regardless of how much it is. I’m continuing to look, but if they paid £50 for a courier, it looks like Amazon would expect you to refund that.
Edit -
“However, as an exception, some customers can use a different return shipping service. Amazon Customer Service has full rights to refund the price of the label to the customer. As a requirement of this programme, sellers must accept such charges. Such label charges cannot be reimbursed.”
Seller_SITNVuZK87zGK
You don’t get charged for the amazon return labels though until they are scanned or so I thought so if you have been charged that would mean the label got scanned and for some reason they had to pay more?
Seller_7VbclcPFFRTnc
Don’t forget the new refund before return came in yesterday so has the book been refunded too ?
Seller_DROodOAYHftnc
Ah, I think I misunderstood - I thought you meant she had been charged an extra £4 over and above the £3.35, so over £7.00.
Seller_xUKHc5xSYJmI4
If it’s a prepaid returns it’s tracked automatically. QR code is scanned at the postoffice which then produces returns label. If there are issues with the return label for example cannot read the QR code because its too small or obscured then it won’t work. If the buyer chooses their own method of return then should be refunded for the label that was not used and refund the buyer for their postage costs. Lowest price which is £3.35 if they pay more then as far as I understand it you don’t have to refund the difference. However the refund is subject to the reason for the return.
Seller_xUKHc5xSYJmI4
It appears the order is being returned as a small parcel weighing less than 2kg. Signed for at £4.45
If the buyer has not used the return label within the 30 day returns then the funds should automatically refunded to the seller account.
