Return - buyer insisting on collection
So I have a buyer who wants to return an item (no reason given, just want to return).
It was a seller fulfilled prime order so the return was auto authorised and a return label was issued by Amazon at a cost of £4.31.
Now, the customer says that it is unreasonable to expect her to go out during COVID and I need to arrange a collection from her house (that was how it was delivered and that is how it should be returned)
A lot of conversation back and forth, but she’s not moving…
So, I ended up getting a quote for collection with TNT and explained I would subtract this total from the refund.
She disagrees (and frankly I’m worried anyway that she’ll just open an A2Z as soon as I refund to reclaim the rest anyway).
What are my obligations here, she already got a label, can I just refuse to do anything else until she returns?
22 replies
Seller_ExkX6IN03C3IM
I’ve had one case like this a few months back, wasn’t a prime order, customer support forwarded their typical nonsense saying we needed to arrange a pick up. We did not entertain this as we had already authorised the return and provided a free return label.
Following Amazon’s return policies you do not need to provide a pick up (unless for certain heavy/oversized items), if she does open an A-Z you ‘should’ win it on the count that the return was authorised within the given time frame as wel as a free label being provided.
Seller_77IcbQKVGdZo0
Amazon have provided her a pre-paid return label and the return is authorised there is nothing else you need to do. You certainly don’t need to be organising a return via TNT or any other courier. All she has to do is return the item,
In fact it should be in your favour if she does raise an A-Z as the tracking on the return should show it has not been sent and you should win (That is my logic being applied and not Amazon logic)
It sounds like she is being awkward in my opinion. I understand if she has a medical condition she may not feel safe going out whilst COVID is on. However this also assumes she has no support network such as friends or family who could post the item for her, this I suppose is possible.
I think you should just leave it with the Amazon pre-paid return and do nothing further.
Seller_qZO3ZCjoBXEeL
If it is a post office label you can arrange a 1 off postal collection for very little - I did one previously and it was free
https://send.royalmail.com/collect/youritems
Alternatively you could tell them that all restrictions will be lifted soon and you are happy to wait until they are able to return the item safely and will issue a refund when they have returned the item = per Amazon’s policies.
Seller_esvgLzKXw2YAl
Ok, firstly, this is a seller fulfilled PRIME order!
Why are you talking to the customer?
You should be directing them to support, as this is the whole point of using SFP!
You certainly shouldn’t be haggling with the customer over whether or not to provide a collection.
Pass it to support and let them handle it! It is simply NOT your problem.
Seller_DROodOAYHftnc
Absolutely no way should you be arranging alternative collection.
Covid is going to be here forever, so is she never going to go out again ?! - sorry, I am being cynical, but this whole thing smells of a scam.
Did she open a return request, or was it just a message ?
I am sure if she opened a return request a reason for return has to be given.
Seller_nXrmtrWLfJULN
I’ve had this before.
Ask them to write Return To Sender on the label, score out their address and circle your return address. Then simply leave outside for the post man.
Collection done!!
Seller_YpGZNzOJC6Bme
I’m having the exact same at the minute. Another supposedly disabled person who has no family or anyone to take it to the postoffice and Is refusing to to take it as he can’t leave the house. I’ve had a number of these before and Amazon ends up refunding them and they got the item for free! It’s becoming the new Amazon scam at the minute and any claims to get money back is rejected by Amazon of course!
Seller_DJwE1RXTpAHPh
none more than those you have already acted on, either in the law or in Amazon policy
yes, forget about it
you didn’t expect her to go out during COVID – she expected you to pay for a collection – when she ordered the item perhaps she should think about the POSSIBILITY that she will return it, I guess most people don’t. But it’s not the seller’s fault anyway
if she bought it from a shop she’d have to bring it back to the shop.
if she hassles you any more just direct her to Amazon’s marketplace seller return policy and be done with her
Seller_aoSltRFjdJwO6
she is making excuses as amazon really make easy to scam for buyers… just provide her prepaid return label and you are sorted and explain her that collection is not part of return policy on amazon until product is really very heavy. Even she will open an case, you will be saved as amazon will see that you have provided prepaid return label. It happened with us many time and most of time we won the cases. Also tell her we are in level 2 and customers are safe to go out and return the parcel.
Hope it helps.
Kind Regards
Mahnoor
