Inaccurate Return Reason Headache
Customer recently requested a return with an inaccurate return reason which was auto authorized. I would like to refund the customer and deduct the return shipping, however, there is no option to deduct. I understand I can wait for Amazon to initiate the refund on their end after which I can file a SAFE-T claim but I am leaving myself exposed to an A to Z claim. I just got the buy box back after 60 days for exactly this situation, a period where I made 10% of normal sales. Is there any way to have my cake and eat it too (refund the customer but deduct return shipping). Does anyone know why this loophole exists?
24 replies
Seller_DdmPiA1p1S2Wu
You can do it with a flat file order adjustment file upload, but if the buyer isn't happy about it they can file an A-Z claim against you which you would probably lose.
Seller_LAhuiXJ4eMubd
Why deduct the return shipping? Is that $6 really worth losing the buy box for 60 days again?
Seller_R2dP7Hunjcdj0
Debiting the Buyer for Return Shipping is considered by Amazon to be "Restocking Fees", and if you are in the U.S.A., Amazon recently changed their Restocking Fees Policy rather drastically.
You (and ALL 3rd Party Sellers) need to go to the new "Charge Restocking Fees" page and discover the changes.
To begin with, the Seller MAY NOT charge ANY Restocking Fees IF the item is Returned in the Original Condition as when shipped. IF that is the case for your Return, ALL the Seller can withhold is the Outgoing Postage invoiced on the order (as opposed to the ACTUAL outgoing postage if different).
If the item is Returned in "Materially Different Condition", the Seller may withhold UP TO 50% of the ITEM COST*, but still must Refund the Outgoing Shipping. This of course makes NO sense, but it is the truth, and we took an A-Z Claim hit for the Postage paid not being Refunded, even though Amazon stood by us on withholding the 50% item amount.
* Amazon will require photos from you displaying the Damage, as well as the box and Return Label.
If the Buyer Returns something completely different than what was shipped, the Seller may withhold UP TO 100% of the item amount*, but still must Refund the Outgoing Shipping. Crazy, right?
* Amazon will require photos from you displaying the Damage, as well as the box and Return Label.
But as for Return Postage, the Seller is supposed to recoup that loss using the Amazon Safe-T Claim procedure, but ONLY if the Seller is able to PROVE that the Return Reason used by the Buyer was False. And it MAY work, or may not.
There is NO "Loophole".
This is Amazon.
Good Luck!
Tatiana_Amazon
Hello @Seller_lE7vf3qMaOP3E,
You've already received some information from your fellow sellers on this order and have likely already made a decision on how to proceed, but I just wanted to jump in and provide the page on our restocking fee guidelines for any futures orders that may be similar to this one.
As mentioned by @Seller_R2dP7Hunjcdj0, a restocking fee would likely be the most appropriate course of action with an order such as this.
Let me know if you have any questions.
Tatiana
Seller_D7mNsI9QDpUdP
Yep, same thing happened to me; no help from safe-t-claim.
Seller_R2dP7Hunjcdj0
You are correct.
Back in the Day you could be reimbursed for Return Postage via the Safe-T Claim, but once any refund is issued on the Return, no Safe-T Claim can be initiated anymore. Likewise if an A-Z Claim was filed on the transaction.
So Amazon is allowing us to choose:
Either we get to withhold the OUTGOING postage paid IF we are allowed to Refund the Return (No RFS).
OR, we wait and allow Amazon to Refund the FULL transaction Amount after 48 hours pass from receiving Return back, INCLUDING outgoing Postage, and THEN we can file a Safe-T Claim for the Return Postage.
In almost every case, the Return Postage will be significantly LESS than the original Outgoing Postage on the order, so I recommend getting back the Outgoing Postage IF you are able to do the Refund, and write-off the Return postage as a Business Expense.
IF there is something I am missing here, and an @Tatiana_Amazonor any other Amazon MOD can help, PLEASE chime-in and explain to us where and how it is possible to both withhold Outgoing postage on a Return Refund, AND be able to be refunded for the Return postage that was debited to the Seller.
Seller_R2dP7Hunjcdj0
Yes, you are correct that once you Refund, even a penny, you can no longer file a Safe-T Claim.
And we too have had Amazon delay on their supposed automatic Refund after 48 hours (Biz days) after receiving back the Return.
This is ESPECIALLY distressing when the item in question is a higher-value product.
The Seller can either process the Return and Refund themselves, OR they can wait for Amazon to automatically Refund.
If the Seller Refunds anything, then they cannot file a Safe-T Claim.
If the Seller waits for Amazon to act, the Buyer may grow impatient and file an A-Z Claim, and then the Seller can't file a Safe-T Claim once again.
Whenever we receive back a Return that was not RFS, we photograph & check it A.S.A.P., so as to head-off a possible A-Z Claim.
IF the product came back in original condition, we withhold the original outgoing postage from the Refund, and by doing so, give-up our chance to file a Safe-T Claim for the Return Postage..
IF the product came back "Materially Different" or switched-out, we withhold the appropriate amounts from the Refund, and by doing so, give-up our chance to file a Safe-T Claim for the Return Postage.
If the Return WAS RFS and IF the product came back "Materially Different" or switched-out, we would then file a Safe-T Claim for the product and postage both ways (but our experience with the Safe-T Claims procedure is always disappointing).
IF the Return WAS RFS, and came back in original condition, that is the only time I think a Seller can file a Safe-T Claim for the Return Postage, (and maybe the outgoing Postage as well. I am unsure what the Safe-T Claim Team will do, my experience is not great with them).
Good Luck!
Seller_KcEtz9Bkb8qhY
Welcome to return hades, every single return of ours is for an inaccurate reason, and amazon auto grants the return, and we get DRILLED on ability to NOT claw back return shipping. We sell fabric and we get a return that says "defective" or "inaccurate website description" with the comment stating "Item was not blue enough" or "color not matching computer"
Well we are in the FABRIC business, anyone who goes to a store can order a sample or the fabric before ordering and to see it in person... we state in many places our of LISTINGS to ORDER A SAMPLE of the fabric prior to check if the color matches you eyeballs or your primary colors... We waste THOUSDANS OF DOLLARS year on bogus returns when we shipped them what they ordered and 100% of the time they did not order a sample ... they dont ask for a replacement or a swap.. they just go silent and return the fabric never to be heard form again.
That said 90% of the time we try to reach back out to the customer, the customer has BUYER messaging turned off, so THERE IS NO WAY TO COMMUNICATE W THE BUYER TO SEE if we shipped the wrong item, or if there eyes and brains do not work.... its maddening and this is 100% amazon's issue.
we have an entire team of color correction experts who match the color of the real fabric in their hand to the computer screesn... we are in the business to make money, we wouldnt be putting images up that are NOT exactly what the fabric is... but amzon lets these go on and on.
So we feel you, and have tried for years to get this fixed or amended, it being the return process for a certain category.... I think you are stuck, and have to just raise prices, and hope they dont file a claim ... though we always lose when we submit one, its a joke... so try to be clear on listings and
Seller_nBUcRErQhJ4JW
Amazon gives buyers a financial inventive to lie ( free return shipping). So they basically incent buyers to lie, then penalize you for the lie. Its a broken system.
Changed my mind- buyer pays
Not as described - seller pays.
Financial incentive to lie
Seller_aQELpSUQi3699
The loophole sometimes is to refund from the online invoice. Sometimes it is blocked there also.
