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Pinned by community managerAmazon returns
Want to learn more about prepaid returns for your seller-fulfilled orders?
We provide buyers with prepaid return shipping labels on your behalf through Buy Shipping services.
Here are some tips and details you need to know about using prepaid returns for your seller-fulfilled orders:
Keep your account up-to-date:
- Set up a default UK return address
- Maintain accurate product weight and size information
Return process:
- You'll receive an email when a buyer requests a return
- Use the Manage Returns tool to track all returns
Shipping and costs:
- Royal Mail handles return delivery through Buy Shipping services
- We'll charge you for the label cost when the buyer uses it
Returnless resolutions:
- You can offer refunds or replacements without requiring a return
Reports:
- Check your Settlement, Payments, and Return reports for details on prepaid returns
Exemptions:
- Some categories are automatically exempt (e.g., Handmade, digital items)
- You can request exemptions for high-value items (£100+) in certain categories
Appeals:
- You can appeal refunds you believe were incorrectly authorised.
For more detailed guidelines, visit our Prepaid returns for seller-fulfilled orders page.
Unjustified feedback has resulted in our account being 'At risk of deactivation'
We have received unjustified and factually incorrect negative feedback from a customer who appears to be trying to take advantage of our business. Due to the lack of feedback we receive for the thousands of orders we ship (4 pieces of feedback in the last year), our account health is now impacted and could well rest in this state for a very long time as, in our experience, it is not likely that much further feedback will be received to offset this unfair rating.
Customer Feedback
Amazon should not allow these sellers. I received the wrong item and was told to return it for a postage refund, but the seller claims they "did not receive my return." Amazon denied my claim, saying the correct item was received despite the seller admitting their mistake. Reading reviews, I see this is a pattern. Avoid this seller; Amazon can do better.
Actual Events
1) Order despatched correctly on time.
2) Courier attempted to deliver a day earlier than Amazon's Automated Shipping estimate. Item was left with a neighbour.
3) Customer raised a return request with the following notes: " Missed estimated delivery date Item has arrived early and delivered to neighbours. Item is needed for Wednesday where a family member will be waiting as we are abroad."
4) Customer raised an A-Z Claim, which was withdrawn. Comments on this claim as follows: "Customer comments: Is anything missing? No. Do you want to return the item? I've already returned it. Could you provide more details? Return package delivered to seller, but I haven't received my refund yet. Do you have a tracking number? Yes. Reason Code: REFUND_RELATED". Note: Evri return tracking shows the following: "We're expecting your parcel to arrive with us soon and we'll update your tracking once we've received it". So it appears the return has not been picked up yet (several weeks after the return was approved).
5) Claim withdrawn: Dec 20 with no action requested of us or taken by us. We assume this was handled either automatically by Amazon or by a representative but we cannot confirm either way.
6) We never received the return. If we had, we would have processed and refunded.
7) Factually incorrect negative feedback received. as shown at the top of this message.
Back to the customer's comments, we have not interacted with the customer in any way due to their privacy settings in place stopping us from contacting them. We were not involved in the A-Z process at all. We have also not admitted any mistakes as cited by the customer above.
Request to Moderator
Please can you review and preferably have this incorrect feedback removed to enable us to start selling again? We do not set delivery dates as this is done automatically by Amazon and we note that related feedback will be automatically removed if the issue relates to a delivery date different to Amazon's promised delivery date. Order ID: 204-4677970-6338735
Thank you in advance for your assistance.
Negative feedback stating not received but received the item via tracked postage
Hi
I have a customer leaving negative feedback stating that the item has not arrived when it in fact did arrive. Not only that, it arrived via tracked delivery, along with a photograph of the recipient receiving the item.
Feel free to check the tracking out on royal mail, i'm. not allowed to post the link:
Tracking number: TQ562284924GB
Is there a way to get amazon to remove this feedback that isn't along the usual route? i have tried via the help chat and been told it would be removed only to receive a generic response to tell me that it doesn't qualify.
I have opened 3 cases and again each time been told with generic responses that it doesn't qualify.
How can it not qualify....what more can a seller do? It seems so unfair to be penalised in my seller account.
Any suggestions would be appreciated
Amazon Safe-T claim denied.
So firstly, Happy new year to you all!
Recently I have had an amazon Safe-T claim denied after following amazons own instructions to the letter.
A customer bought an item from me and after a month the customer opened a return and it was auto accepted by amazon.
Upon receiving the return it was very clear the user had installed this incorrectly (computer part) as the PCB was snapped off and certainly not how it was sent otherwise there would have been alot of noise.
I contacted seller support on how to best handle this situation as if I don't accept a refund or give a partial refund then A-Z claims order defects etc.
The seller support rep instructed me to open a Safe-T claim. I went through the process by which time amazon had already refunded the customer in full.
The claim asked me to provide pictures of the damaged item to which I did and it is clear the part is broken beyond repair or use making the value of the item £0
After a day or so the Safe-T department asked me to provide a picture of the returned package label to which I also did. After another day or so I get claim denied without an actual reason, I have the option to appeal but I have no idea what the actual reason the Safe-T claim was denied for, what is the point of this service if they are just going to deny every claim. I am now £156. down, down the item of the broken item and amazon are doing nothing... It's getting beyond a joke on here with the constant stream of scammers and fraudsters lack of seller support etc. I am getting sick and tired of being exploited on here and looking at other forum posts others are too.
@Seller_XUNeUuvrQDpgP @Seller_Huz6FT08OxHAR
Can either of you take a look into this please?
Order number 203-5901918-1594708
Another day, another SAFE-T claim denied, another time Amazon steals from us
I'm done. I'm so over it.
SAFE-T claim denied. Not FBA or SFP. Customer returns to us their disgusting worn old jeans - not even the same style we sold them - photographs to prove. Prior refund applied. Put in the claim and its denied without explanation.
As far as we are advised by Amazon, SAFE-T claims are allowed in the cases below...
'In case of pre-paid return labels:
The customer has misused our return or refund policy.
The item was damaged by the customer and returned to you in unsellable condition.
The returned item is materially different or missing parts.
The customer requested a replacement instead of a refund, and you successfully provided a replacement.
The outbound and/or return shipping label was refunded, even though the buyer was responsible for paying for outbound and/or return shipping as per the Return reason codes for pre-paid returns.'
I've highlighted the sections that would apply.
But nope. No reason given as to why, but yet again we've been denied. I have a list of other cases ALL with the same outcome.
Robbing gyspies.
Refund Initiated Emails for Orders that do not exist???
i have been getting occasional emails from amazon regarding refunds they have issued, but when i do a search for the order number there is no record. Everything in the email is correct, the ASIN, Product name etc so it's definitely a genuine email, but i cannot locate the order so have no way of checking it. I also cannot find any record of the refund in the payments section, so it's really weird, and rather worrying. Have they actually issued a refund or not?
I tried contacting SS and their response was
"We are unable to locate order ID 204-4019111-4102746 in your account. We cannot proceed for an investigation without it. Please create a new case with an order ID that belongs to your account"
Then when i show them the refund email i received their heads seem to explode and i get sent around the houses again.
Anyone else had anything like this?
Fighting Amazon’s Feedback System for Justice
I can't find a human review for a feedback policy violation. This is clearly against Amazon's policy, but my request was denied the moment I submitted the message below to the feedback management team.
The buyer didn’t contact us about any issues, and their order was delivered within the promised time frame. Despite this, they left the following feedback. The feedback doesn’t even reference the order they placed with us, and the buyer is not responding to my messages. Yet, the feedback is not being removed.
Has anyone had a similar experience? If so, how did you resolve it?
Kept telling me it was out for delivery, arriving tonight, etc. Then suddenly told me the package was lost. Very disappointing as this was my UK granddaughter’s specially requested Christmas gift and I live in the U.S.and try and send her something she really wants since I do not see her very often.
My response to feedback manager team 12:14 and same second got response of decline my request.
Dear Amazon Feedback Team,
I am writing to request a review of feedback left by a customer regarding their recent order. According to the tracking information, the order was successfully delivered on December 15th. Please find the tracking details below for your reference:
The feedback states that the delivery was repeatedly delayed and later marked as lost. However, the tracking details clearly show no such delays or issues. This discrepancy suggests that the customer may have confused our store with another seller, as the details in their feedback do not align with the facts of this order.
As per Amazon's feedback guidelines, feedback should accurately reflect the buyer's experience with the seller. In this case, the feedback appears to be factually incorrect and unfairly impacts our seller performance metrics.
I kindly request that this feedback be reviewed and, if deemed appropriate, removed or revised to reflect the accurate circumstances of this transaction.
Thank you for your assistance in resolving this matter. Please let me know if you require any additional information.
Best regards,
Customer opened a return and has returned a different item (Serial numbers do not match)
What should I do in this situation. If I notify the customer then I can imagine they will panic and open A-Z claims etc. So far I have opened a case only. Some advice would be greatly appreciated.
Thanks
Customer Complaint - Missing half an order - received the full order - Now wants a refund.
As we are winding down the business on Amazon, I have today received a message from a customer that they have received their order, yet according to the customer, they are missing half the items.
Now for every order we send, we use product barcodes, then implement the weight for the order into Click & Drop, to ensure accurate picking and packing is achieved. As I was the one packing this order, I know full well that all the correct items were in the parcel, and the weight & size of the box also matches the system I have in place. The proof of delivery image also shows the size of the box which was used, and I have just checked it with the same size label and the same box used to double check I sent the full amount. On top of this, I've just done a stock count of the products that the customer ordered and I have sent the correct quantity ordered.
The customer has contacted Amazon Customer Service, and the seller has also messaged me too. Now, given that I have double checked everything, I am very certain this customer is trying to fraudulently get a refund, even though they have actually received the correct quantity.
What would be the best cause of action regarding this? Advice is always welcome.
Thanks.
Amazon Buy Shipping
Can someone explain to me how it works because seller support is useless and is unable to answer or help. I bought the delivery service via the Amazon Buy Shipping via DPD option, sent the parcel and the parcel got stuck in the depot and there has been no update for several days. I call DPD and get information to contact Amazon because they are the owners of the account, I contact Amazon and get information to contact DPD.
A-z are a joke - Why do they not read and comprehend the claim and appeal?
I would appreciate some help if possible.
Try to make it brief as it’s tedious these small value items, but I’m a person of principle and will fight my corner!
Customer orders 2 items, returns one, REFUND AT FIRST SCAN AUTOMATED BY AMAZON, we receive the return 2 days later.
Customer messages nearly 2 MONTHS later to say no refund received.
I explained it was authorised and the payments are managed by Amazon and to contact them.
A-z opened by customer, naturally, we lose,
we've appealed and lost again as Amazon have said we didn’t refund within 2 working days!
How is that possible?
Of course, we are unable to appeal again, now customer has the kept items, we lost the money, the time, the fees the cost of the returned item and a mark on our ODR.
Is there anything we can do now?
Thanks for any advice.
@Seller_DNQGSsdC7DccM @Seller_j9Bd91CW3ZVpr @Seller_TSXM2A5nxWSuH @Seller_Huz6FT08OxHAR @Seller_XUNeUuvrQDpgP@Seller_gAhPNiLrkfTcr @Seller_hnDMgUKxMh1V4@Seller_mIRnuhdx7l5sN@Seller_fgtTzyHQfOM1x
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