Customer return lost
Afternoon,
A customer posted a return to us but we have yet to receive it. Tracking shows the item is still in the postal network.
The buyer opened an A-Z claim and Amazon very hastily granted it (seller funded) thus we have been penalized. Firstly, I agree with refunding the customer, however I feel this should not have counted against our defect rate as the return has not been received.
So my question to Amazon and forums is this:
Are we (the sellers) responsible for the loss/damage/theft of returns now that the courier & prepaid labels are automatically provided?
I could not locate this answer anywhere in the returns policy.
Any thoughts welcome.
Seller_xnT1avGbCVR1Z
I posted this on another subject a while back, hope it’s of some help:
I had one of these, tracking shows buyer posted, but then no further tracking once reached sorting office
Called RM saying Amazon provided the returns label on their account, not mine, and tell us we have to refund and claim, but how are we supposed to when return label is not issued from our account, the lady simply said put a claim in as you usually would
So followed procedure for claim with RM, added in comments box ‘Amazon issued return label, tracking not updated’, next day claim approved
My account manager told me they have been working closely with Amazon, so guessing they will honour claims for Amazon issued returns, just don’t publicise it
5 replies
Seller_7VbclcPFFRTnc
According to the policy you have to claim from the courier - which of course you can’t because you are not the purchaser of the label 
Seller_xnT1avGbCVR1Z
I posted this on another subject a while back, hope it’s of some help:
I had one of these, tracking shows buyer posted, but then no further tracking once reached sorting office
Called RM saying Amazon provided the returns label on their account, not mine, and tell us we have to refund and claim, but how are we supposed to when return label is not issued from our account, the lady simply said put a claim in as you usually would
So followed procedure for claim with RM, added in comments box ‘Amazon issued return label, tracking not updated’, next day claim approved
My account manager told me they have been working closely with Amazon, so guessing they will honour claims for Amazon issued returns, just don’t publicise it
Seller_ihyMW1Y28cyvJ
Thank you for all your replies and helpful solutions.
@My_Next_Find solution is indeed interesting and I will certainly will try claiming against RM.
Also the next time this happens with a missing return (and the customer complains) I will just refund them. In fact I have already refunded all returns under £50 that have a valid return tracking - just saves the hassle for low cost items.
Thanks again.
Cole.
