Automatic return refund initiated for a custom product?
So this morning i just work up to a refund for a return i was not notified about. It was done automatically.
The product is custom made so generally i would not accept a return or refund unless it arrives damaged or delayed.
The order was made 4 days ago.
I shipped out 2 days ago.
It probably did not arrive yet.
Return Reason: Bought by mistake
And amazon just refund automatically now. This is not fair who in the right mind would accept a return that is custom made and cant even be re sold for a reason like bought by mistake?
72 replies
Seller_7VbclcPFFRTnc
Do you have actual customisation enabled on the listing ?
ie does the customer have to type in their requirements on a customisation box, or do they just message you the details ?
If its the former, they are supposed to be exempt from auto returns. If its the latter, unfortunately they are not exempt
If it does get returned, depending on the original cost, I’d be quite tempted to refund 1p - I know others may not agree but this will obviously have to just be binned unless by sheer chance you get an order this week with the same personalisation
Seller_rFDpEj6NVehLQ
I wouldnt even bother having it returned as its no use to me with customisation on it. Why pay a return label when we can’t even re sell it ?
Seller_rFDpEj6NVehLQ
If i provide a local return address how will the process workout will it be manual like before ?
Seller_rFDpEj6NVehLQ
It was a cake topper, it was cut out with the customers chosen name.
Seller_xUKHc5xSYJmI4
The policy makes no reference to customised products?
Effective October 5, 2021, if you fulfil customer orders sold on Amazon.co.uk from outside the UK, we request that you offer either Returnless Refund or provide a Domestic return option for items and orders under £20 (including VAT and shipping charges) as part of our Selling on Amazon Returns policy. In such instances, we will generate a prepaid return label (see Amazon Prepaid Return Label ), which the customer can use to return the items. To set your UK default return address, access the Seller Account Information page, go to Settings > Account Info > Shipping and Returns Information section, click Return Address , and then fill it out with the appropriate address.
If you do not provide Amazon with a default return address in the UK for items and orders under £20, Amazon will automatically issue the customer a refund on your behalf where return requests fall within the scope of the Amazon Return policy, without requiring the customer to return the item to you (Returnless Refund).
This change will help to simplify and standardize the returns process for customers and sellers for low-cost items, where international labels are generally more expensive than the cost of the item. If you do not have a UK default return address, our International Returns provider on the Solution Provider Network may be able to help. The above policy will also apply to Amazon.de, Amazon.fr, Amazon.it, and Amazon.es, for all items and orders under €25 (including VAT and shipping charges).
For more information on returns, go to the help pages below:
Seller_2Su3bcJXQR0sO
Just had an automatic refund for an order to Italy. Total was 25,64 Euros. Tracking shows customer received it just 2 hours ago, and immediately got refund granted! WTH!
Seller_2Su3bcJXQR0sO
Effective October 05, 2021, if you are fulfilling customer orders for items under GBP20 (including VAT and shipping charges), sold on Amazon.co.uk from outside the UK, we request that for you offer either Returnless Refund or Provide a Domestic return option). If you do not provide Amazon with a default return address in the UK, Amazon will automatically issue the customer a refund on your behalf. In that case, where return requests fall within the scope of the Amazon Return policy, without requiring the customer to return the item to you (Returnless Refund). The above policy is also applicable to Amazon.de, Amazon.fr, Amazon.it, and Amazon.es, for all items and orders under Euro25 (including VAT and shipping charges).
Seller_xUKHc5xSYJmI4
Anyway thanks for your input on this matter. It’s been interesting reading the information the comments.
Perhaps we need a test case 
Seller_rFDpEj6NVehLQ
The main issue i am seeing is this regarding custom products on the announcment they wrote the following.
Effective October 05, 2021, if you are fulfilling customer orders for items under GBP20 (including VAT and shipping charges), sold on Amazon.co.uk from outside the UK, we request that for you offer either Returnless Refund or Provide a Domestic return option). If you do not provide Amazon with a default return address in the UK, Amazon will automatically issue the customer a refund on your behalf. In that case, where return requests fall within the scope of the Amazon Return policy, without requiring the customer to return the item to you (Returnless Refund). The above policy is also applicable to Amazon.de, Amazon.fr, Amazon.it, and Amazon.es, for all items and orders under Euro25 (including VAT and shipping charges).
If their amazon policy states that custom products may not be returned why would they auto approve it especially for a buyer fault reason ?
