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Incorrect refund of return postage
We had a customer recently who thought she was buying a 24*6 ruler where as the advert clearly states in Pictures and words that the ruler is 6*6. Order id number 204-1245493-6305926
She initiated a return and was granted and autoauthorised before we could do anything. The item has arrived back with us and I went to check the refund had all gone through.
This had gone through on the package being picked up which is fair enough but the return postage has been charged to my account.
I presume this is because she stated that we had sent the wrong ruler even with the description and picture of the ruler right in the refund section.
I have contacted seller support case id 9970042002 and have been told this is amazon policy which i am fairly sure it is not as this is a customer at fault return which she should pay for.
What is my next route.
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon
5 replies
Seller_76AUwmqvSyRIM
Raise a Safe-T claim (find it in your orders option in your menu).
State the customer chose an incorrect reason to get a free return.
You will likely be refused first time but insist and you will be refunded eventually. Don't accept no for an answer. I never do.
Seller_ZJhFeE3tNKzfh
yeah, I bet customer selected the Description or Pictures on Listing were inaccurate to get a free return.
You'll need to raise a Safe-T claim - of which you need to supply photos etc.
Seller_KlbXZHzQGSDZv
Thanks managed to eventually find the safety claim and jumped through all the unescesary hoops ie photos probably wasted an hour on this allready should really be able to charge amazon for that time but he ho :)
Jona_Amazon
Hi @Seller_KlbXZHzQGSDZv,
Thanks for posting on the Seller Forums.
I'm Jona from Amazon.
As already mentioned correctly by @Seller_ZJhFeE3tNKzfh you can raise a Safe-T claim for the return costs.
Since you said you were already able to raise the claim, I just wanted to check if you were notified about the result of the claim by now? Were you able to receive a reimbursement of the return shipping costs?
Best,
Jona
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