Return not arrived back
I have a buyer claiming to have returned an item to me but it has not arrived back.
He has no tracking but has sent me a receipt showing that he has spent £3.70 at the post office.
Anyone know how Amazon views this?
Will they come down against me should the buyer make a claim of some sort?
Will they remove a negative feedback if/when it arrives?
Thanks
30 replies
Seller_19xPhE8YgkmxW
Hi Paul
As I understand it:
If it’s a £3.70, it’s a First Class small parcel up to 1Kg and it should have a Referene Number on the Proof of Posting (receipt) which you can use on the Royal Mail Site: Track & Trace to see what they think has happened to it (effectively it’s tracking)
If that doesn’t help find it, your customer will have to put a claim for the missing item into the Post Office (for them to reimburse your customer) - in the same way as we Sellers are responsible until our items reach the Customers, they are responsible until a return reaches us!
Hope that helps
Brian
Seller_Yja9oH7DLHk2I
There is no tracking on the receipt and there is no evidence that the shipping relates to me ie. no postcode etc.
I am pretty sure Amazon will just find against me so I guess I will just have to pay up.
Just another part of the great Amazon selling experience.
Seller_Yja9oH7DLHk2I
All these replies , whilst speaking sense, are off topic. I really want to know how Amazon will apply the rules. Unfortunately it sounds like this does not happen often so no one has any experience.
Amazon should find in my favour and protect me from any negative feedback but I just don’t think they will.
Seller_64jziShTiTjOq
Going back to this question, the answer is No, because it won’t meet their criteria for removal (unless it’s very abusive or uses profanity). It will be a reflection of the customer’s experience of buying from you and is therefore legitimate feedback, even if what the customer says is wrong or misleading. All you can do is post a polite response giving your side of the story
Seller_19xPhE8YgkmxW
Hello Paul73,
Did the Customer raise a formal Return Request? did you aiuthorise the Return?
As I understand the rules you do not need to issue a refund until you have the returned item and can assess it against what was sent.
But from what you say it’s likeley that the item has not been returned…
Regret I do not think you can do anything about the Customer’s feedback unless it infringes Az’s rules on feeback which mightb then allow removal
Sorry, but like any of us in this situation, you’re stuck with what the customer feedsback and you can post your response…
All Best
Brian
Seller_7VbclcPFFRTnc
we had one of these
buyer opened a-z as we had refunded - appealed stating buyer did not provide tracking for return - amazon refunded them
Seller_bhSWqoVh7Pn98
How much was the item, AMAZON tell Buyers over a certain value to include proof with tracking/signature etc.
If just proof paid postage it means nothing, he could have bought stamps, Post Office provide proof of posting inc address (usually minimum building number + postcode).
I’d tell the Buyer to claim from Royal Mail if not delivered by xx date (date supplied by RM as being lost), most do that ok.
If A-Z Claim, you tend to win, as long as defended saying not received back, and no proof delivered.
Bad feedback is harder, so try and get the Buyer to accept to claim and you will complete details to back them up to give as part of the claim.
Seller_J2H5GprhaORbt
In my experience, this type of customer usually does this on a regular basis and is probably refunded by a lot of sellers and hopes just to get the refund .
Normally these scammers , try to keep under the radar and normally do not claim or leave feedback
They are just hoping to get away with it
Seller_sgYr7AUPDRN33
Hi I have had several of these claims. It will end inn an ato z . Make sure you reply with all information from point of order to authorising the return. Make sure that you state that you have not received the item from the buyer. Eg the return. Amazon will then ask the customer to provide proof of return. Proof of postage is not proof of return…Amazon will normally withdraw the claim or refund the seller funded by amazon. You will end up getting negative feedback but a good honest reply to the feed back is all you can do as amazon will not remove feedback. In 10 years selling online I have never had a claim like this turn up late but there is always a first
Seller_wziBnQYMKq2Uj
Sticking my neck out here but have to say I never refund until I have the item back.
First signed up with Amazon 2002 and have only ever had one A-Z , also unless there has been trouble early on in the transaction my not refunding until getting item back has not resulted in negative feedback either.
Of course I get some negative feedback but not in the above case,
Most people are very reasonable,maybe its what you sell that makes a difference?
