Auto-authorised return not arrived. Customer chasing refund. What next?

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Seller_nzd3XpaZpr8Gb

Auto-authorised return not arrived. Customer chasing refund. What next?

A customer messaged today - “Still not received my refund”

The return was auto-authorised on the 23rd July and posted the same day but the parcel was never delivered back to us.

Am I meant to open a case with SS and tell the customer to hang on? Surely an AZ will be granted in the meantime. Should I refund first?

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13 replies
Tags:Customer, Refunds
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13 replies
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Seller_68Z4Z2pEilwLE

This is where Amazon will tell you to give a full refund , and put a claim in with carrier , although you cant as its not your contract …

Glad im not part of this anymore

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Seller_sFEUMUfeW5484

You can view the tracking id for the prepaid label, what does it say?

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Seller_sFEUMUfeW5484

Why can’t amazon just use the sellers RM account, if linked, to product tracked return labels, that would at least be better for us.

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Seller_xnT1avGbCVR1Z

I had one of these, tracking shows buyer posted, but then no further tracking once reached sorting office

Called RM saying Amazon provided the returns label on their account, not mine, and tell us we have to refund and claim, but how are we supposed to when return label is not issued from our account, the lady simply said put a claim in as you usually would

So followed procedure for claim with RM, added in comments box ‘Amazon issued return label, tracking not updated’, next day claim approved

My account manager told me they have been working closely with Amazon, so guessing they will honour claims for Amazon issued returns, just don’t publicise it

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Seller_GsHdiHPyF9wPc

Hi everyone,

We had already many times situation like that and we sell expensive goods.
So, if Amazon provides lable to customer and the item was lost during return, we have to Refund Buyer in Full. We tried different ways, but Buyer usually opens A-Z via Amazon Support and after that Amazon granted full refund to Buyer from our account and it affected our raiting. And it is was never possible to get insurance for lost parcel from Royal Mail or Hermes because they say that you don’t have contract with them, only Amazon can get insurance refund for lost parcel. But Amazon rejects this information and told each time via Live Chat to contact courrier comapny, but it is impossible to get something from them, because you don’t have contract and the lable was orderd by Amazon. Is it possible that Amazon gets insurance back for lost parcels from carrier companies and earns this way?

I think the best way is to collect all cases and after to try to resolve this unfair sytuation via court. And the best way to do it all together with other Sellers. It is possible to do something against Amazon only if Sellers are united.

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