Do I need to refund premium shipping cost?
Hi, I will appreciate some help.
Buyer purchased an item and pair extra for Premium Next Day Delivery.
We shipped their order same day via Special Delivery.
Delivery was attempted next day but buyer was not available. We messaged buyer to remind them to collect their order but they haven’t done so. Their order has now been returned back to us.
Buyer now messaged us requesting a refund, claiming they went on holiday and couldn’t collect their order.
Are we obliged to refund Premium Delivery costs we incurred? Is there a specific Amazon Policy regarding this you could point me to?
Thanks
4 replies
Seller_pOVULMI4XNLqB
Yo are not obliged to refund any enhancement they paid. i.e. basic cost you usually charge should be refunded, the uplift they paid can be kept.
If your standard shipping rate is ‘free’, you can keep the lot.
Then again, what do you think the buyer will do if you keep the extra? It’s your shout.
Seller_EHYOwAkoZV3Hb
See the returns policy for customers below. The last section entitled refunds is the one to read.
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201819160
Seller_RubEetLtJzN3v
Thank you. Your help is much appreciated.
Seller_2BrPSydGy6oyq
Amazon policy requires sellers to refund only standard shipping cost (not any additional services requested) on returns where the seller is not at fault (change of mind return) within 30 days of receiving their order.
Buyers may cancel an Amazon order up to 30 days from receipt of their order, but as the order was never delivered and in the event they opened an INR A-Z claim, Amazon would refund the full amount the buyer paid (including express shipping).
You perhaps could argue the buyers request for a refund is a cancellation of the contract, as as you made the goods available to the buyer it’s a change of mind return (declined delivery/collection) to avoid a return postage cost?
It’s by no means clear what Amazon policy is here if the goods have not been delivered, but the A-Z policy is crystal clear if not delivered, a full refund is issued from your funds.
