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Royal Mail claim denied as they say Amazon should claim
Hi,
I authorised a return via Amazon with a royal mail label (purchased via Amazon) tracked and insured. The return didn't get back to me and the buyer filed a successful A-Z. This means I cant do a safe-t claim as seller support told me to.
I have tried to claim from Royal Mail who say that the contract is with Amazon and therefore Amazon are the only ones that can claim. Amazon say that this is not correct and that I must claim. I have complained to Royal Mail with no success. Seller Support are clear it isnt their issue.
Anyone know what I can do about this? It wasn't a cheap item. :-(
17 replies
Seller_ZJhFeE3tNKzfh
Amazons policy states you need to claim via Royal Mail.
As you have found, Royal Mail say amazon must claim. We have complained to amazon numerous times on this but they refuse to change their system or at least make Royal Mail aware of the process.
Personally - I'd do a letter before action here to Amazon, as its there screwup of a policy that's got you into this mess.
When you say not cheap, how much is not cheap? As you can only claim up to £100 anyway via Royal Mail.
Seller_fPbx43Xyah9QB
If you go from your seller central hub to analytics-tax document library, you will see all your Amazon invoices in there for FBA, FBM fees, and also returns labels. If you open the Royal Mail invoice, you will see that it is Royal Mail that invoice you directly, and has the Royal Mail vat number.
As RM effectively invoice you directly (Amazon just facilitate it) your contract is with Royal Mail.
Personally I would send a copy of this to Royal Mail and ask them to process the claim without any further delay. The invoice carries the return tracking numbers for your labels.
Seller_RlZVPg3d6ZUGP
Did they actually send it? What point on the tracking is it lost?
Seller_7pTs15IYXmTOB
And this is yet another reason why I would never buy amazon shipment labels. I can however see that this was a returns concern presumably Amazon issuing the label. Thanks for this post, I have once again decided not to use amazon postage services wherever I can help it.
Amazon is wrong, they need to compensate. What does your tracking state?
You say that the return was "insured". So amazon should be compensating you surely?
PS: Royal Mail would only offer you postage price and purchase price, they would not offer the sales price from what I understand.
Seller_iwDZC5h1MCUbw
go to Analytics - Tax Document Library you will find an invoice called Royal Mail. The invoice is from the Royal Mail addressed to you, it breaks down all the return tracking numbers. This is your proof of purchase for the returns label. Royal Mail can't then fob you off.
Seller_7pTs15IYXmTOB
I have been repeating this like a stuck record for years! Amazon has to be socially responsible with refund, reimbursement and related policies. They must leave enough money for running our business, many policies are ruining our business instead.
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