Invoice by amazon order refunded by them but not returned to us
We have had this happen a number of times now. Amazon have refunded an "invoice by amazon" customer and the goods have not been returned to us. We are unable to do a SAFE-T as it says that order is not eligible. We have contacted support and just keep getting the same message saying they are looking into it and will get back to me. This has been going on 3 weeks now. Last time it went on for months and then they shut the case.
Is there anyone from @amazon that can help me get our money back.
20 replies
Seller_fsSDdjI8sdIjl
We have seen this several times too. We just withdrew from the program in the end as we got nowhere.
Seller_THSKm3EKnHSWe
@Winston_Amazon @Maja_Amazon @Julia_Amazon
Would any of you be able to help me with this?
thanks
Julia_Amzn
Hello @Seller_THSKm3EKnHSWe,
Apologies for the delayed response.
I want to check if there is any update on your case.
Cheers,
Julia.
Julia_Amzn
Hello @Seller_THSKm3EKnHSWe
Hope you are doing well.
Our partner team has reviewed your case. Based on the policy Ineligible items for prepaid returns:
Amazon does not always provide prepaid return shipping labels for auto-authorized returns. One of those scenarios is:
• Items that do not conform to carrier agreed weight and dimensional guidelines and items classified as Hazmat (Hazardous Material) by Amazon. Such products will not get a pre-paid label. Instead, either the customer or Amazon Customer Service may reach out to the seller to provide a Hazmat-compliant label to return the product. Seller must provide such a label to the customer and refund the customer within two business days of receiving the product back.
The recommendation is that you submit a new Seller Support case and ask to pass a Hazmat-compliant label to the buyer through Seller Support processes for Invoice By Amazon orders. The buyer will then be able to send your product back using this label.
Please let me know if you have any additional questions.
Best,
Julia.
Seller_THSKm3EKnHSWe
@Julia_Amzn this reply is nothing to do with our case.
this was our original post.
We have had this happen a number of times now. Amazon have refunded an "invoice by amazon" customer and the goods have not been returned to us. We are unable to do a SAFE-T as it says that order is not eligible. We have contacted support and just keep getting the same message saying they are looking into it and will get back to me. This has been going on 3 weeks now. Last time it went on for months and then they shut the case.Is there anyone from @amazon that can help me get our money back.
Case id 10515883942
Julia_Amzn
Hi @Seller_THSKm3EKnHSWe, thank you for your response.
Did you provide the seller with the Hazmat pre-paid label? You mentioned here that the product was never returned to you.
Seller_THSKm3EKnHSWe
They sent a return request so would of had the Amazon returns and hazmat label to download the same as other customers but not quite sure what that has to do with the customer not returning the items and how we can make a claim to get our money back. @Julia_Amzn
Julia_Amzn
Hello @Seller_THSKm3EKnHSWe,
I mentioned that Amazon did not provide a prepaid return label because the product in question is classified as hazardous material. My question is: did you follow this policy, or did you provide a prepaid label for your customer?
Julia_Amzn
Hello @Seller_THSKm3EKnHSWe,
Currently, the reimbursement does not extend to IBA orders.
However, the IBA team is working to improve the claims process for these orders. While we can't share specifics or timelines just yet, we'll be sure to update Sellers as soon as there are any changes in this regard.
