Return lost on amazon prepaid label
customer return was sent on a RoyalMail prepaid label provided by Amazon.
Amazon refunded customer on first scan,
package lost by RoyalMail
Amazon denied safe-t claim
seller support refused to reimburse kept saying the package was being returned to us (even though it hadnt been scanned by RoyalMail in 3 weeks)
leadership team said to contact RoyalMail
completed the RM online form
RoyalMail eventually replied by post after 4 weeks to say
this was a contract prepaid service
only the contract holder can claim compensation.
which would be Amazon . . . . . .
16 replies
Seller_SITNVuZK87zGK
Send all details to @Lucy_Amazon
They are logging these. There was a webinar the other day where this was raised as a question. Amazon said, and I quote
“Lost returns must be claimed by the courier. The couriers should not be refusing these as amazon policy says so”
Another idiotic amazon policy unfortunately.
Seller_xUKHc5xSYJmI4
Seller_SITNVuZK87zGK
So basically, Royal Mail,Evri and Amazon have come up with an amazing agreement that would actually encourage them to lose any amazon return as the seller simply cannot claim.
It’s been months now @Lucy_Amazon , when are we going to get a resolution on this? Or advise who we can complain to? An official complaints process perhaps?
Seller_SITNVuZK87zGK
It’s obviously worth noting in all of this, that amazon, could, in theory, claim for all these lost returns, and we would never know.
Seller_xUKHc5xSYJmI4
It appears to me so may claims have been submitted for the periods beginning Nov 22 to end of Jan 2023 and they do not want compensate for loss. I think I could be limited to what I can say on the forum pending an investigation which is ongoing.
Seller_B4VbHpnDLDLAU
I would send a LBA to amazon hq. And then follow it up small claims.
I do honestly think this system would not hold up in court anyway and you would win.
I do think this will continue until the correct obnisman picks this up.
It’s just downright wrong on every level! (On amazon side)
Has anyone got anywhere by emailing the MD?
Seller_xUKHc5xSYJmI4
The actual wording says
This Agreement is between you and Royal Mail Group Limited and governs your use of Royal Mail Online Postage (as defined in clause 1 below). Amazon Services Europe SARL acts as our agent only in connection with the provision of these postal services to you. We recommend that you print out this Agreement for future reference.
So as I understand it the seller is not a party to the contract?
In addition to the above the labels expire
4 Each Postage Label will expire at 11.59 p.m. on the working day after its purchase. A Postage Label will expire even if it has been downloaded and/or printed. This means that an Item must be posted by no later than the “Post by” date stated on the Postage Label.
So if the order has not returned the order within above parameter then the label is void.
The estimate arrival time for all returns is two days.
Seller_BjiV6rlYYoijO
As many others are discovering, Amazon have pulled a con on its sellers.
Automatically refunding buyers for any reason and making us pay for return postage and no way of claiming for lost items.
I had to make a safe T claim just to get a postage fee refunded where the customer used reason “found a cheaper item elsewhere” (not my item though)
