A-Z claim for a returned item that has never been received
Hi Guys,
We have recently received an A-Z claim for an item ordered in error. The return request was auto authorised, and the buyer was provided with Evri return label by Amazon. The parcel has not reached us, as yet, hence A-Z claim from the customer.
Amazon granted the claim. Once we appealed the decision, we were advised we might be able to recover a cost of item missing in transit with the courier. We have never had an account with Evri, and it was Amazon themselves that provided the customer with return label.
We cannot reach any solution with Amazon, they just state they stand by their decision to grant the claim, and deduct money from our account.
Has anyone else been in similar situation, and was able to get their money back?
Many thanks,
7 replies
Seller_vNGUliyBfm8re
i think this one is worth pursuing with managing director as you shouldn't have been done over by amazon like that, as you said it wasn't you who provided the label and you have no contract with Evri, it should be Amazon dealing with the courier not you.
managingdirector@amazon.co.uk
be clear / concise and hopefully you get a reply and resolution.
Seller_ZJhFeE3tNKzfh
For lost returns under the Amazon Prepaid Return Label scheme - you are supposed to claim via the courier.
As you state - the label is amazons - but amazon have stated 'it says in our policy that you should claim from the courier, so they should be doing this'
Sorry - but you need to battle Evri and try to get them to understand that amazon state you can claim.
If you check your tax document library, you will find that there is an invoice from Grattan PLC - these are actually invoices for your Evri labels.
Also, its been said if you have a none Amazon label ID (ie, if Evri have lost another parcel of yours) then you can use that to at least get past the chat bot.
Seller_IQo80d99W2DzP
You can opt out of Amazon providing return postage labels, BUT, you must then provide them to the Buyer.
You can then book with transit insurance, etc. Best to use a service that you only pay for a label if used, like RM Tracked 48 returns service.
Or, regularly check which are used, as lots do not return items that are unwanted, once they know they are paying for the return postage. Add in the notes what the cost is, in case a Buyer does not know the cost, as insurance can cost more than the postage transit cost.
For this one, Evri need to be nagged a lot, and they may then pay out £20 - they say to go to Amazon, Amazon say go to Evri, that is the issue. Phone Evri, sometimes you can get through!
Note: You cannot Opt Out of SFP (Prime) returns, but anything damaged, Safe-T Claim, explain Buyer damaged item, etc. If lost in transit, then you may still lose out.
In the automated notes, on RMA requests, you can add a note saying to the Buyer: 'Urgent Note To Buyer: ALWAYS choose Royal Mail for a return please, as Evri do not insure the parcel for loss or damage'. (or something similar).
