Customer Auto Refunded Return - confused by the numbers?
I received a return today from a customer with the return reason “No longer needed”.
I just checked on the return details and they’re as follows:
Refund Total Value: £0.56
Total Order Value: £5.87
I can’t find anything on the order that shows how much the return shipping cost. So am I right that they’ve been charged £5.51 for the return postage? Or am I missing something?
Seller_7VbclcPFFRTnc
So then £2.29 x 2 = 4.48
Return postage - 4.02 - (3.35 plus vat - even though that’s incorrect)
Equals 56p
They’ve not refunded outbound postage and are still incorrectly adding vat onto the return postage which already includes vat
It’s technically correct
If buyer complains, forward them to CS
18 replies
Seller_tRuvBEHDedp4q
Certainly looks that way.
Check the weight and size of the product to see if correct. If these are set wrong (like if over 2Kg) then the return postage may have fallen in the next price band.
If you used Buy Shipping to get the original dispatch label, then these settings override the settings on the product itself - so again check you entered them correctly.
I had a similar issue once in that I entered size for Length, width, height incorrectly when I bought shipping label. I was able to buy the label, but when it got returned Amazon deemed it ‘oversize’ so would not issue any pre-paid return label and I had to send customer one instead.
Seller_7VbclcPFFRTnc
Did you sell the item for £5.87 - or did buyer pay extra for premium outbound shipping ?
Can you screenshot the refund breakdown on the order
Seller_KbS8F1HhbOckz
Thanks. Yep price was £2.29 each for two items and £1.29 shipping, totalling £5.87.
Where can I see the refund breakdown?
Seller_7VbclcPFFRTnc
So then £2.29 x 2 = 4.48
Return postage - 4.02 - (3.35 plus vat - even though that’s incorrect)
Equals 56p
They’ve not refunded outbound postage and are still incorrectly adding vat onto the return postage which already includes vat
It’s technically correct
If buyer complains, forward them to CS
Seller_KbS8F1HhbOckz
Ok!
So I assume they don’t get their original postage refunded for the return reason “No longer needed”, which would make sense.
Seller_7VbclcPFFRTnc
If its an extra charge for premium that they chose at checkout then no, they don’t get it back
They should get it back if its standard postage
Seller_KbS8F1HhbOckz
Hi all,
Just had a different customer leave neg feedback because they’re outraged by the price of the return.
I’d be annoyed too! They were charged £15 - FIFTEEN POUNDS! - for a large letter return that weighted 20g.
I’ve suggested they demand a full refund from Amazon, but I’m still stuck with the neg feedback and their irate comment 
I’ve tried to get the feedback removed, but so far all I get is bots AI-explaining that its “my fault.”
Seller_KbS8F1HhbOckz
For anyone interested, I contacted Amazon via the Managing Director email and complained.
They removed the feedback immediately and promised to refund the customer.
Sellers shouldn’t have to jump through so many hoops to get a clear mistake fixed. 
