Customer was refunded even though item not returned
I’ve never had this situation before. A customer started a return over a week ago. The item was never returned but I have just been informed by Amazon that they have now refunded the customer.
Amazon know the item has not been returned as the return process is now totally controlled by Amazon. The customer now has a free product which I would like Amazon to refund me for, where do I go from here with this, as to me it amounts to theft. The reason they gave for the return was faulty item but in their own words they said it “would not work with their system”, which does not mean the items are faulty.
Any advice much appreciated.
Customer was refunded even though item not returned
I’ve never had this situation before. A customer started a return over a week ago. The item was never returned but I have just been informed by Amazon that they have now refunded the customer.
Amazon know the item has not been returned as the return process is now totally controlled by Amazon. The customer now has a free product which I would like Amazon to refund me for, where do I go from here with this, as to me it amounts to theft. The reason they gave for the return was faulty item but in their own words they said it “would not work with their system”, which does not mean the items are faulty.
Any advice much appreciated.
Seller_AC6R8q0fSB4tN
I will see if I can find out who the courier is just in case. Thanks again for the advice.
51 replies
Seller_7VbclcPFFRTnc
Looks possibly like a refund on first scan
Have you checked the tracking number on the courier website ?
Seller_AC6R8q0fSB4tN
Thanks for getting back so quickly. The return is no longer showing in seller central, so I have not seen any tracking number. When the return was showing and I clicked on it, use to just say something like “picked up by carrier” I think.
Seller_7VbclcPFFRTnc
Go to orders - manage returns and click on the All tab
It will show the order.
Click on the tracking number and post what it says
Seller_AC6R8q0fSB4tN
Thanks I have found it now. It states " Return or Replacement or Exchange Collection succeed", then when I click the tracking number it says something like “post office counter”.
I assume from this that the item has just been handed in to a post office and got its first scan, like you said. But surely I should be able to receive the item and inspect it before I issue a refund.
Seller_7VbclcPFFRTnc
No unfortunately, it’s the refund on first scan policy that came in last year
Seller_SITNVuZK87zGK
Not since refund at first scan was introduced last year no.
If there are any issues with the returned goods, you would need to file a safe t claim.
Seller_AC6R8q0fSB4tN
I suspect when I get the pack of two items back they will not be faulty and the customer has stated they are faulty in order to get a free return. I believe the real reason for the return is that she bought the wrong product for her needs because she didn’t read the description.
So if I find the items are in perfect working order, she will have made a false claim, do I take action by starting a safe t claim or do I just put it down as a loss as I think I would only be able to claim the cost of return shipping back if anything.
Seller_SITNVuZK87zGK
You can action a safe-t claim for a refund of the cost of the return shipping label yes, if you believe a false return reason has been used.
Seller_AC6R8q0fSB4tN
Okay thank you I will see when it is returned and decide at that point. Thanks to both of you for being so helpful and quick to respond, if only Amazon could be more like you at sorting out problems.
Seller_SITNVuZK87zGK
One final point, as there is a chance it could happen.
If the return gets lost in the post, you are required by amazon policy to claim via the courier. Sadly, this is not always easy to do.
Seller_AC6R8q0fSB4tN
I will see if I can find out who the courier is just in case. Thanks again for the advice.
Seller_7VbclcPFFRTnc
It should say carrier name just above the tracking number on the return
Seller_LQdbIT3WV5PV5
I have had this too. Customer returned it via Royal Mail and the item never arrived. Refund was processed to customer upon the 1st scan. I contacted Amazon and they advised that it was down to me to claim for it via Royal Mail. It is basically a no win situation for the seller.
Seller_lnQKaZJGTX769
seems to happen more often now. Rememember the customer is king with amazon. you are a surf to them
Seller_1vyLJePYDN9hf
Where can I see the return tracking number / auto-generated label? I have had one of these last week, the buyer autmoatically being refunded £90 was the first I knew there was an issue. It has not come back to me and I don’t know how to check if the buyer has even returned it.
Seller_XLRct2fNrcwok
Amazon is a law unto its self , the day of reckoning will come !!
Seller_CszMeLyCnKpeE
Ive honestly never been left out of pocket by Amazon but i have had situation like this where the buyer has been refunded without me receiving the item back (That was before this refund on first scan came in also and i never did get it back)
Amazon covered the refund after about 2 weeks of stress for me in constant attempts to get some help & fairness but even in less stressful transactions, ive never been left out of pocket by them
