Buyer filed two separate return requests for the same item
Buyer bought one item from us and paid extra shipping for 2nd day delivery and we shipped accordingly and they received it within time (we offer free shipping via USPS Ground Advantage, but not for expedited or 2nd day). Then on the same day they received it they filed two separate return requests for this same item (same ASIN) and both return requests show the same order ID. They stated the reason for return on both requests that They No Longer Need it and explained that they found their original own item and no longer need ours. Each return request has a different return shipment tracking number.
Not sure if this is some sort of scam or just an honest mistake, but how can the system allow for two separate return requests for the same item, with separate tracking numbers? Is it possible? Just never seen this scenario before and trying to make sure we do this right. I sent a message to the buyer to let her know about the double return request for the same item.
Also the refund amount shown for each request includes her 2nd day shipping fees which we did ship 2nd day. How do we handle this situation? Do we file a Safe-T claim to recoup shipping cost? Thanks
3 replies
Seller_kIukTwdhvntAp
First, do NOT refund yourself or you lose the ability to file a Safe-T claim.
They only have one item to return so a duplicate doesn't make any difference.
You are only charged for the label when it gets scanned so the other one will just disappear.
Seller_DdmPiA1p1S2Wu
Having 2 return requests for the same item just means they closed the first one and then re-entered a second one. Sometimes buyers who had a problem printing the label and don't really know what they are doing do it this way. It is no problem, you only refund once against whichever return label they use and ignore the other return request. As for your outbound 2-Day Shipping, if the order is $100 or less it will likely get refunded by Amazon's RFS (Refund First Scan) program, and Amazon will take it upon themselves to give away your outbound shipping charge to the buyer. To attempt to get that back, you will need to file a SAFE-T claim. If the outbound isn't refunded by RFS, just don't refund it when you manually process the refund.
Quincy_Amazon
Hello @Seller_tBPAzT1FuOVKE
Thank you for posting your inquiry to the Forums.
I'd like to corroborate what other members of the community have mentioned. Amazon will charge your account for the return label cost only when the buyer tenders the package to the carrier. In this case, as there is only one package, only one shipping label will be used and therefore you will not be charged for the other one. If the order is eligible for refund at first scan and the buyer gets refunded in full, you can file a SAFE-T Claim requesting reimbursement for the shipping charges. Please note that only refunds that issued to customers by Amazon on your behalf is eligible for reimbursements. You are not eligible for reimbursement if you issued refund to the customer. If the order is not eligible for refund at first scan, you may refund the item price but not refund the shipping cost.
Please feel free to update this thread if you need additional assistance regarding this return.
Regards,
Quincy_Amazon
