Return Lost via Amazons Return Shipping , Customer Refunded
Hi,
We had a return from a customer of an item that cost close to £200. The customer used the return label that was automatically generated by Amazon. The parcel then went missing. The courier was Evri. We contacted Evri who confirmed that the item had gone missing, and advised that we should contact Amazon.
Who exactly should I contact to resolve this issue? The customer opened an A-Z and we appealed this with all the relevant information but still we lost and the refund was taken from our payment account.
Does anyone know what exactly to do when this issue occurs of lost return parcels?
Many thanks
3 replies
Seller_SITNVuZK87zGK
First of all, to avoid this in future you can exclude any item ovwer £100 from the prepaid return label scheme. This can be done in return settings.unfortunately the return policy states that items lost in post, you should refund in full and claim back via the courier
With Evri you can only claim back £20.
The system setup between Evri and amazon is poor (and mysteriously it’s a subject the new friendly forum mods have nothing to say on).
When you try to claim via Evri you will be told the label is not your so speak to amazon, but Amazon will say speak to Evri.
Some other sellers have some contacts that apparently work.
Seller_tQjFPkGwO95zB
Ok many thanks for the info. I will try with Evri again. I’m adding all items over 100 now to the prepaid exemption template. Do you know if there is a quick way to copy and paste all SKUs over £100 from Amazon to the template?
