Amazon support told customer that Amazon would refund return shipping cost
Here are the basics:
- Customer initiates a return on multiple boxes of our large/heavy product (shipped FBM, not FBA). This return is exempt from Amazon's prepaid label program, and our Return Settings were set to give the customer an unpaid address label. (We have since changed this setting to "Seller Prepaid" for exempt returns).
- The customer ends up contacting Amazon support instead of us. Amazon support tells him to take the shipments to UPS and pay for return shipping. In the email they say the following - "We will process a refund on the shipping fee you paid"
- The customer pays over $600 in return shipping costs. We receive the shipments back and refund him the product costs. Customer then emails the receipts to Amazon, and when he is denied the return shipping cost refund he files an A-to-Z Claim and emails us.
- I explain to him that he was responsible for return shipping in this case as he had over-ordered our product and was returning it not due to any defect or mistake on our part. I agreed with him that the Amazon customer service rep should not have advised him to pay retail rates at the UPS Store with the promise of being refunded.
He sent me a screenshot of his email with Amazon customer support, and to me it's pretty cut-and-dried. The rep clearly states that Amazon would refund him the shipping cost. Had he not been told this and contacted us instead, we would have been able to provide him with return shipping labels at less than half of what he paid. I feel bad for the customer, and I did update our settings to make sure this shouldn't happen again, however we can't refund him ~$600 without taking a huge loss. I recognize that the customer is ultimately responsible in this case, but I'd like to see a fair resolution given the situation.
I tried submitting a ticket on his behalf, but was told that "Seller support cannot help with customer issues", and that Amazon does not refund return shipping costs. Is there a way to get this case looked at to help this customer out?
Case ID 16922322341
Thanks! -Josh
Amazon support told customer that Amazon would refund return shipping cost
Here are the basics:
- Customer initiates a return on multiple boxes of our large/heavy product (shipped FBM, not FBA). This return is exempt from Amazon's prepaid label program, and our Return Settings were set to give the customer an unpaid address label. (We have since changed this setting to "Seller Prepaid" for exempt returns).
- The customer ends up contacting Amazon support instead of us. Amazon support tells him to take the shipments to UPS and pay for return shipping. In the email they say the following - "We will process a refund on the shipping fee you paid"
- The customer pays over $600 in return shipping costs. We receive the shipments back and refund him the product costs. Customer then emails the receipts to Amazon, and when he is denied the return shipping cost refund he files an A-to-Z Claim and emails us.
- I explain to him that he was responsible for return shipping in this case as he had over-ordered our product and was returning it not due to any defect or mistake on our part. I agreed with him that the Amazon customer service rep should not have advised him to pay retail rates at the UPS Store with the promise of being refunded.
He sent me a screenshot of his email with Amazon customer support, and to me it's pretty cut-and-dried. The rep clearly states that Amazon would refund him the shipping cost. Had he not been told this and contacted us instead, we would have been able to provide him with return shipping labels at less than half of what he paid. I feel bad for the customer, and I did update our settings to make sure this shouldn't happen again, however we can't refund him ~$600 without taking a huge loss. I recognize that the customer is ultimately responsible in this case, but I'd like to see a fair resolution given the situation.
I tried submitting a ticket on his behalf, but was told that "Seller support cannot help with customer issues", and that Amazon does not refund return shipping costs. Is there a way to get this case looked at to help this customer out?
Case ID 16922322341
Thanks! -Josh
5 replies
Seller_4zBzdtgCyS9EI
I'd tell the customer to open a claim against Amazon at the BBB, as he has their promise to pay in writing.....
Seller_Ha6JyVvDK6Ybs
Id call BS on the customers and let them deal with Amazon but still be prepared for Amazon to screw you the seller as Amazon is always out to get us.
Seller_24FzucbyGtgZS
My opinion is that unless we as the seller make the mistake, or the product has a factory defect the buyer should ALWAYS pay the return shipping costs and NOT receive a refund on the original shipping costs.
Of course as long as its not Amazon's money that will never happen.
Quincy_Amazon
Hello @Seller_fKSXU93GgETHi
Thank you for posting your inquiry to the Forums.
In this case, the buyer would have to reach out to customer support for additional guidance and assistance for reimbursement. They can follow the following steps:
- Log in to their Amazon.com account
- Navigate to the Help page
- Select something else
- Select I need more help - this will open a new window to chat with an associate
Regards,
Quincy_Amazon
