Returns - can we deduct original postage cost?
If a customer wishes to return an item to us because they decide they just do not want it can we deduct the original amount of postage from the item cost when we recieve it.
We offer free standard delivery, obviously there is no such thing. It costs us to send it.
Once we have the item back could we deduct the orginal cost of postage. I can imagine people will be upset as we send heavy items so they would lose around £10.00 from an item which costs £60.00. They will have also paid the cost to get it back to us in the first place.
I assume if they try to the return on the basis of its unfit for purpose or the item is defective we would have no chance at recovering cost. We get a few who try cleaning products and just say they do not work or are defective. They will send either an empty or half empty container and want a full refund. If they open an A-Z claim they win unless they purchased more than 30 days before the claim.
4 replies
Seller_esvgLzKXw2YAl
No, you cannot deduct the original cost of postage from a return, no matter what the reason is.
If it’s a change of mind return, the buyer pays the cost to return to you.
For defective etc, then you must bear the return cost.
Seller_bi8rGHHcLpoVs
You have to refund the full amount paid including postage. The only exception is when the buyer has chosen an upgraded more expensive shipping method, then you can just refund them the product price and standard shipping.
Seller_bhSWqoVh7Pn98
You cannot deduct anything from the so-called ‘free’ shipping (which in my opinion should be re-named something like £39.99 ‘Including UK Standard Shipping’ ), as you say there is no such thing as ‘free shipping’ it is included in the items price.
Returns also put up the items price as you have to cover the shipping amount, pay Amazon’s refund processing fee and labour to proces everything. I think Buyers should have to pay the costs at least, but they are not made to of course on Amazon.
You can deduct the extra cost if they paid more for Premium 1-day or 2-day shippiung, gift wrapping, etc.
You can also charge for using your pre-paid courier/post returns label, or courier collection.
If the item has any marks on it, partly used as you say, then you can deduct for that, if up to 50% deducted you tend to win an A-Z Claim, but they can still add bad feedback.
So, say sold for £40, but not as new, deduct 50% = £20 and they used your courier, say £12 = £8 refund due.
I’d email the Buyer and send photos though if deducting any amount, other than pre-agreed courier/post return cost.
You cannot charge excessively if say the item has the slightest mark. You also cannot charge as they checked the item, and then put back in the box slightly wrong, so you just have to pack it again,etc. Buyers are allowed to check items and then return ‘as new’ if unwanted.
Seller_FGrlSKDjwty1z
Thanks all for the replies. I have not deducted anything as of yet. Not too fussed about the returns when the buyer does not want it. The ones where they use the product and say its defective and either send an empty container or half used container back. Tried not refunding once got an A-Z claim so paid the refund. This product has stacks of reviews of 4 and 5 stars. The same product on our website does not get requests for refunds or complaints so either Amazon customers are just plain unlucky or just want a refund… Anyway on wards and upwards;)
