Issue with free returns not being offered to buyer
I have a buyer who wants to return an order to me that is valued over $200. I offer free returns, but when the buyer attempts to return, the only option they receive is to pay a fee to UPS. This is a FBM order that is within return policy, so I am not sure why this customer is only receiving an option that requires them to cover shipping cost. Has anyone else experienced this? Can you offer some advice for me to assist the buyer? Thanks!
Issue with free returns not being offered to buyer
I have a buyer who wants to return an order to me that is valued over $200. I offer free returns, but when the buyer attempts to return, the only option they receive is to pay a fee to UPS. This is a FBM order that is within return policy, so I am not sure why this customer is only receiving an option that requires them to cover shipping cost. Has anyone else experienced this? Can you offer some advice for me to assist the buyer? Thanks!
2 replies
Danny_Amazon
Hey there @Seller_YzSU6N6yXDrD1- thanks for this post!
Good on you for offering free returns for items. I am wondering if perhaps your free return settings were set up as SKU specific, and possibly this SKU was not included? You may also wish to run through the points on this page to help determine if there are any item level or account level issues that may be impacting your experience.
Following that, it may become necessary to create a case with support for more technical troubleshooting!
Best,
Daniel
