Another A-Z claim - buyer return

Here’s the story,

• Order shipped to buyer
• Tracking shows delivery to buyer
• GPS shows delivery at buyers’ address
• Buyer opens return request ‘too small’
• A week later buyer contacts us to say ‘Item was collected by Royal Mail for return on the 27th of January, see attached tracking document. When can I expect a refund?’

THE ABOVE ALL CLEARLY SHOWS THE PACKAGE ARRIVED, WAS UNSUITABLE AND WAS BEING RETURNED.

Tracking provided by the buyer for the return shows that the package has been collected by Royal Mail, but not delivered back to us,

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We’ve got it

Item was collected as per request on 27-01-2023.

Tracking number:XXXXXXXXXXXXX

Service used:Royal Mail Tracked Returns 48™

Friday 27 January 2023
14:47
Item collected

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• A-Z opened ‘Package did not arrive’
• Amazon granted
• Appeal sent with all of the above
• Appeal rejected. We have to pay £30 because the buyer’s return package was not delivered back to us.
• Royal Mail say we cannot claim as we are not the sender

I am appalled that we have been charged £30 because the courier that the buyer/Amazon have used haven’t delivered the return to us. How is this our responsibility or anything to do with us? It is surely the buyer/Amazon to resolve with the carrier used.

SAFE-T claim can’t be submitted as an A-Z has been opened.

Can’t believe some of the stuff we have to deal with on here. Other platforms are so much less hassle.

Any advice would be welcome.

@Maja_Amazon. Why are you punishing sellers with the return process? You just take money from us and then close down the case. It’s abysmal.