Why are Out of Policy returns Auto-authorised?
Going round in circles with Seller Support. Customer returned an item they purchased over 12 months ago. In a message they claimed "I have been paying an extended warranty every month since the purchase. I spoke to Amazon directly and was told that my warranty would be accepted. They told me that you would contact me with details of return postage labels."
They have returned the item to us but all Seller Support say is issue a partial refund if its not in the condition you sent it!
When we question why an Out of Policy return is auto-authorised then they just cut and paste this
To change your return authorisation settings:
1. Click on the Settings menu in Seller Central.
2. Select Return Settings from the drop-down list.
3. Under Return Authorisation and Prepaid Labels, select your preferred return authorisation setting.
Which is a joke because there's nothing to change unless setting our own RMA will stop auto-authorisation? Even than that option is technically for In Policy returns, there is nothing about Out of Policy returns on the settings page!
Why are Out of Policy returns Auto-authorised?
Going round in circles with Seller Support. Customer returned an item they purchased over 12 months ago. In a message they claimed "I have been paying an extended warranty every month since the purchase. I spoke to Amazon directly and was told that my warranty would be accepted. They told me that you would contact me with details of return postage labels."
They have returned the item to us but all Seller Support say is issue a partial refund if its not in the condition you sent it!
When we question why an Out of Policy return is auto-authorised then they just cut and paste this
To change your return authorisation settings:
1. Click on the Settings menu in Seller Central.
2. Select Return Settings from the drop-down list.
3. Under Return Authorisation and Prepaid Labels, select your preferred return authorisation setting.
Which is a joke because there's nothing to change unless setting our own RMA will stop auto-authorisation? Even than that option is technically for In Policy returns, there is nothing about Out of Policy returns on the settings page!
3 replies
Seller_ZQyopdiwkUHOZ
Amazon have in the past offered their own extended Warranty for products sold by third party sellers that has caused confusion with the Buyers contacting Sellers, thinking the seller of the Warranty was the seller of the product.
If the person purchased that, my guess is the Customer Services agent didn't understand what was being said to them and so just went with the simple method of passing it on to you.
You need to talk to the Buyer and find out what they mean by purchasing the extended warranty. If it was this, then Amazon are the ones they need to talk to, as they're the ones who provide the cover.
