Increase in customers having issues with QR Codes for FBM Prepaid Returns
Is anyone else seeing an increase in customers claiming they can’t use the in store print for Evri labels when being supplied a QR code through the Amazon Prepaid Return Label system?
It mostly seems to affect Evri, never get any complaints with Royal Mail.
We end up just supplying one of our own Royal Mail Tracked 48 labels we use on our own website, so not the worst issue - but seems to be occurring more and more recently.
That’s aside from the fact Amazon don’t even mention the fact they are providing QR Codes to customers on the Prepaid Return Label information page.
35 replies
Seller_ZQyopdiwkUHOZ
We haven’t had an Evri return for a while now. All ours have been coming through Royal Mail, but we have had an increase in the number of people for whom the Royal Mail QR codes aren’t working.
My guess is they have to be scanned within a certain amount of days to be valid, and that people are leaving them passed that.
Seller_SITNVuZK87zGK
We are getting a mix - can confirm on one today - customer was immediately trying to return an Evri return via the QR code, two drop offs returned an error and to contact the retailer. Of course that is amazon! who then deny all responsibility and refuse to supply a replacement QR code.
It would just be great if a mod could clarify what is going on with the prepaid returns. We genuinely weren’t aware that QR codes were being supplied until a couple of weeks ago - as amazon simply don’t make any reference to it on the seller side of things.
Seller_L1A4u7LImWRtC
This QR code issue is getting ridiculous. We sell a variety of stuff, some with higher returns than others (like clothing, always attracts a higher return rate). It’s an almost daily message “The QR code isn’t working!”
If any other system had such a failure rate it would be scrapped but all we get is “YOU need to send the customer a label” from Amazon, despite their terms saying otherwise.
When we advise the customer to send it back themselves they complain to Amazon about us as they seem to think that returns are free (as when the Amazon returns codes DO work, they are free at the point of sending and deducted from refunds unless something is wrong with the item) and therefore “why should I pay to send it back? I’m reporting you and leaving you bad feedback!”
My own opinion is that Amazon are happy for the system to remain broken as an incentive to move merchants to FBA
Seller_SITNVuZK87zGK
We are still getting issues yes - was about to post as well. It’s only ever Evri QR codes. Again, amazons seller information doesn’t even state they send QR codes to the customers.
I should note we do actually provide a Royal Mail QR code from the system on our website. Which is great, as it costs us less. If the custoemr is liable for hte return - we will always say to return at their own cost, recommending a tracked method.
@Winston_Amazon or @Maya_Amazon another one to bring up with the brain trust.
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Please update the seller details to actually inform us the customer has the option to receive a QR code as well as a print at home label. If they have the choice to choose a QR code or a print at home label - maybe even state what has been selected on the Return within Manage Returns
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Please look into what’s going on with the QR code failures with Evri. They are, after all, labels on Amazon’s Evri account. It could be there’s a minor failure rate - and we are just unlucky - if so, that’s fair enough, there will always be some scanning failures - but it does seem to be occurring enough to raise an issue
Seller_SITNVuZK87zGK
Thought I’d open this up again.
Took a look at some stats.
- We had 28 return requests that generated Evri labels between May 1st and June 21st 2023.
- 8 had QR code issues and contacted us. Edit - in fact its 10 as some customers managed to raise 2 Evri return labels
- Thats a 1 in 3 failure rate. And its hard to know how many of the 28 selected a QR code option, as we don’t know that.
Every time it happens - our customer services reps have to spend their time generating a Royal Mail QR Code (as half the time the customer states, they can’t get any sense out of Amazon Customer Support).
Is this something @Julia_Amazon / @Winston_Amazon or @Maya_Amazon are aware of? A failure rate this high warrants investigation. I’m happy to provide a list of instances where there was an issue.
As it stands, our customers services agents are doing amazons job - where shall I send the bill?
Seller_MI1tDXsp0rUJ0
Hi,
Yesterday I had a problem with the labels issued by Amazon for Evri. Simply at ParcelShop these labels were not recognized and could not be scanned. I canceled all the labels from Amazon after the Amazon assistant didn’t help me at all and I made labels directly on Evri which were ok.
However, today I received a message that the deliveries were delayed and as a result the health of my account was affected. What can I do in this case?
Seller_SITNVuZK87zGK
AND ANOTHER.
Not only that, but Customer Service have zero understanding of the process. I didn’t provide the label - amazon did. I can’t cancel the label - I assume amazon can. I shouldn’t even have to provide a new QR code - amazon should!
Oh - but we’d best respond in 48 hours by golly we must.
Seller_SITNVuZK87zGK
@Winston_Amazon @Maya_Amazon @Julia_Amazon
Please can someone advise on this matter? Seller Support don’t understand the issue - but Evri QR codes being supplied are not working.
Seller_SITNVuZK87zGK
@Winston_Amazon @Maya_Amazon @Julia_Amazon
My latest response on my case from Seller Support is…
Please note that you have been enrolled into the Amazon Prepaid Returns Label Program and you shouldnt face the issue in the future.
Please be assured that we have provided the correct resolution in this matter. Thank you for your patience and understanding.
Not good enough - they haven’t understood the issue and for that matter, 100% believe they have provided the correct resolution.
Seller_SITNVuZK87zGK
Another…@Winston_Amazon @Maya_Amazon @Julia_Amazon - what am I supposed to tell these customers?
