Seller fulfilled order - Refunded without return
Hi
A buyer ordered something, requested cancellation after we’d already dispatched, so we couldn’t do it
Anyway, it was delivered following day and buyer requested Return, which we authorized, but then Amazon refunded them within a few hours. We haven’t received the return yet.
I’ve contacted SS a couple of times, but getting useless responses that just state we authorized the return (yes but we didn’t authorize refund)
I presume there is some setting that auto-authorized refund when return is authorized, which we want to turn off. I’ve gone to Return Settings, but don’t see where to change this
Can someone help please?
thanks
10 replies
Seller_EHYOwAkoZV3Hb
You mustn’t get too many returns as the procedure changed some time ago. Best read up on current policy:
https://sellercentral-europe.amazon.com/help/hub/reference/200708210
Seller_SITNVuZK87zGK
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Returns are now, in the main, auto authorised. You can exclude ASINs over £100 only
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When the customer returns, refund at first scan should take place - so when Royal Mail or EVRI scan the parcel - the customer is refunded. If what is returned is damaged or materially different, you can raise a Safe T Claim. Lost parcels, you must claim via the courier
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If you check the return in Manage Returns, it will state under More Details both the resolution, which should I imagine state RefundOnFirstScan and the tracking number with details.
Seller_SITNVuZK87zGK
You are the second person to have said that a returnless refund has taken place, despite the fact they apparently don’t have any returnless refund rules in place.
We went through a lot of options. Check you don’t have any returnless refund rules in place. Have you ever setup a returnless refund SKU template within ‘Manage Returns > Return Settings > Manage Return Templates’. Have you ever enrolled in Customer Service by Amazon?
