Customer unable to return item (apparently ineligible)
Hi,
I’ve had a customer receive the wrong item. My mistake although i’m still not quite sure how it happened. I advised for them to start a return, label would be auto generated etc. Originally the customer stated they wanted the item collected. I advised that we only have an account with Royal Mail so that service was not available. The customer now stating that they can’t return the item because the system is stating that its ineligible for return.
Does anyone know why this would be the case? I’ve never encountered the problem before. Is there another way on the system for me to generate a returns label without them having to start the process?
Thanks
47 replies
Seller_lljyzgTxr5fgI
Is the item a liquid? Quite often Amazon will not allow returns of liquids. We have had this issue with printer ink in bottles. Any issues with such things means refunds are generated without return and Amazon advise us to bin the item. As for your particular case, does the item actually need to be returned to you or can you just send the correct item without return?
Seller_DROodOAYHftnc
The cynic in me is saying are you sure he has received the wrong item ?, and he is now using every trick in the book to try not to return it.
Seller_VaGSBBB9pRzA5
We’ve had the same issue with just one item we sell. It makes no sense as we only sell FBA but when someone tries to return they get the “ineligible for return” message.
Fortunately being an FBA item the problem is easily solved by the customer contacting Amazon Customer Service.
We have raised this with SC and are awaiting a reply.
Seller_KKcTTZzy6Jd6Q
Items above 2KG, containing fragile materials (glass, ceramic, etc.), liquids or hazardous materials (hazmat) are all ineligible for Amazon’s prepaid labels, the customer can usually still open a return request though and the seller can then provide a mailing label themselves.
Seller_xUKHc5xSYJmI4
Is the order outside the returns period?
Seller_VaGSBBB9pRzA5
We’ve just had negative feedback left for us because of “ineligible for return” message.
The item in question is a dog toy so no reason for the message to come up.
Requested removal of feedback - denied!
Is it my imagination or is feedback irrelevant to the seller becoming nearly impossible to remove?
Seller_wqciCXuQbNS4p
We find that all feedback for FBM orders is permanent and all appeals denied. FBA, they’re more understanding.
Seller_qHzcAWcsPVCfg
Almost all our stocks are in Beauty and clearly ineligible for return, if opened but Amazon in 15 years has never given fig about that and allow all buyers to open a return.
We even had a buyer in Germany who wrote “why can I not try out these mascaras like I do in the shops and then return them (at your cost) if I do not like them” ! ! ! !
Amazon gave her back the money paid in full.
Is this “ineligible for return” message a new thing?
Seller_cedsnRIkO32W2
Royal Mail do offer collections, not sure how, surprised myself but I saw the postie today and asked if he had anything for me and he told me he was just on collections today…
But to avoid an issue with A-Z claim, I’d recommend setting up an account with Hermes and just absorbing the cost.
Seller_vTCC47DVMGUB8
Had the same thing last week.
We had been out of stock of the item that they claimed we sent for 5+ weeks, I said that I was unsure how we could have sent the wrong item but to return it.
Not heard back since.
