Return refunds incorrect reasons

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Seller_gldemESC2lCHX

Return refunds incorrect reasons

We are finding more and more misuse of the return policy, The latest is customer says…
Customer comment: Sorry i thought they were amazon prime and next day delivery.
Customer returned the item with the reason missed estimated delivery date even though it arrived within plenty of time of the promised date, I cannot charge the label cost to the customer, I have tried to contact amazon via a case log but that seem impossible now. Where has the contact amazon button gone? All i get is a link to speak to them regarding A-Z cases.

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41 replies
Tags:A to Z Claims, Customer
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41 replies
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Seller_B4VbHpnDLDLAU

Give up contacting them on this issue, this has been going on for years, but now due to automation its becoming more so people get the free returns. Nothing you can do other than factoring it in with your prices / margins

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Seller_DSmBlrx75rMb8

We’ve had this happen frequently and I spoke to seller support about it, and they said if the customers return was because of a remorseful purchase/not a fault on the seller etc, but they still got a prepaid label, to take that cost out of the refund.

We’ve probably done that 4 times since we were told to do it and so far no customer has complained.

I wouldn’t advise everyone to try this, because you know how flakey support are with their information, and I’m sure some customers will still play hell, but all we did was contact the customer first and explained that they returned the item back because of no fault of ours, so because of this we will be deducting the return postage costs from their refund.

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Seller_hCLWKv55a6ZU3

I’ve got exactly the same situation on a return. Hermes label bought via Amazon Buy Shipping, tracking showing as delivered on time. No tick-box option to charge for Return Shipping with the return reason as “Missed estimated delivery date”.

Absolute joke.

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Seller_gldemESC2lCHX

Its getting seriously abused and will get worse. With small priced items scammers will start testing different sellers for free products, if there is no returnless refund available then they will just select one of these options for a free return

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Seller_sFEUMUfeW5484

The charge box is only there if the buyer doesn’t select a seller fault reason.

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Seller_dq2LkyNJsyJbm

The problem we have is some Big Retailers who also sell online offer Free Returns.

Consumer Contract Regulations 2015, what replaced Distance Selling Regulations put us on a more even field with this. Unless a product is late, defective or not as discribed, we have a legal right to charge the customer the outbound shipping, as well as return if it is coming back under the “Right to return without reason”. The Right to return requirement is to tell a retailer in under 14 days, and return the goods in under 28 days of delivery.

Customers do not know the law, as others are doing more than what is requires.

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Seller_JHdYYHAeKWpb1

The best one is when the item is still in transit. and the second one is when the item is delivered within the delivery time scales. You also get two return request for the same item.

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Seller_ofHNkym6k9nn9

The joke of this system is Amazon authorise everything to be sent back 2nd class tracked small parcel at a cost of £3.35 to the seller, Before all the auto authorised rubbish, we would decide if we wanted the item back or just refund the customer and they kept it, for instance if the item purchased was worth the cost of the return. A small item we would send Royal Mail large letter for instance at a cost of approx 80p. We do not now nor will we ever offer returnless refunds because of the item cost without a manual decision from one of us in the store, so an auto authorised return for a small item costing £3.60, could be sent back via large letter at a small cost now is returned tracked for £3.35, reason depending, we then deduct this cost from the refund and the customer gets back 25p
At the end of the day, it is not the money that is the embuggerance, it is the lack of being able to make a decision for our selves on how to treat the return that makes the whole thing cobblers.

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Seller_4K2qdiWADHllq

I have had 2 returns so far where I have paid £3.30 for each, both not my fault but customer put down as if it was my fault, first one I didn’t know you can offset the costs which I should have therefore partially refunded. The 2nd is where the item is just £1.99 so even if I didn’t refund, I still lose out by over £1.50 as amazon still takes their fees from the £1.99. I told amazon about this and their answer was for me to have returnless refunds, so if the buyer messes up and blames me I lose my item and also they get a refund giving them free items of mine.

As to the reason, the item was not as described, well I asked the customer the reason why you believe it’s not as described as it is 100% as described, you received the exact item as described in the listing, well nowhere in the product description it mentions that my rubber rings can be used for bracelets even though I know some customers would buy them for that use, but anyway this customer read a customer review saying it fits their bracelet so the buyer purchased it due to that reason and then it didn’t fit their bracelet so then done a not as described reason for a return. Truth is I can’t control what buyers reviews are left, that is out of my hands and not my fault. I mentioned this to amazon and they seemed to not care, I ended up deciding to to refund the customer which they may open an A-Z and I’m out of pocket, never seen such an easy way of allowing buyers to fraud sellers. At least give us an option to sort it out with the buyer first like give us several days and if still not resolved then do an automated returns label maybe.

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