Customer returned item but is lost in transit
Hi,
We have a customer who tried to return an item. They have provided proof of postage from the Post Office. The tracking has shown no scans since 25/10/22. The label, I assume, was provided by Amazon. The customer opened an A to Z case which Amazon decided in the customers favour. I appealed the decision on the grounds that we did not provide the label and that they should be contacting Amazon in regards to this. We lost the appeal. How can we claim for this lost parcel? We can’t claim for it through our Royal Mail account as label was not sent by us? Shouldn’t Amazon be claiming for it?
1 reply
Seller_SITNVuZK87zGK
As per the amazon prepaid return label policy, if an order is lost in transit, you should refund the customer and claim via the courier. I have never tried to claim via Royal Mail for an amazon label, so not sure of the process, but that is the policy.
Going on the dates you’ve noted, refund at first scan would not apply, but it’s probably worth a read of that policy as well for future returns.
