Do I have to return postage price in this case?
Hey guys,
Quick question, would you refund the postage cost to a buyer in the case from below? The buyer bought a £8 Special Delivery return postage and are now requesting full refund on the postage as well. However, the return was not due to any fault on our side. My question is, if I don’t refund them the return postage, can they open and win and A to Z claim?
P.S. - The item cost was already fully refunded to the buyer.
Thanks for your help!
Do I have to return postage price in this case?
Hey guys,
Quick question, would you refund the postage cost to a buyer in the case from below? The buyer bought a £8 Special Delivery return postage and are now requesting full refund on the postage as well. However, the return was not due to any fault on our side. My question is, if I don’t refund them the return postage, can they open and win and A to Z claim?
P.S. - The item cost was already fully refunded to the buyer.
Thanks for your help!
Seller_SITNVuZK87zGK
Regulations stipulate that in the case of change of mind, you refund the cheapest available postage method. If the customer upgraded postage (ie by selecting a Premium delivery option) you still only refund the cheapest postage option you offer (ie nothing if you offer free delivery or whatever your standard postage cost is)
0 replies
Seller_SITNVuZK87zGK
Regulations stipulate that in the case of change of mind, you refund the cheapest available postage method. If the customer upgraded postage (ie by selecting a Premium delivery option) you still only refund the cheapest postage option you offer (ie nothing if you offer free delivery or whatever your standard postage cost is)
Seller_DTufFoxJuMU0M
Why did you offer an unpaid mailing label, and why did Amazon not generate a paid one on your behalf?
In this case I would say that Special Delivery was not the cheapest method that the customer could have used, they could easily have sent this by tracked 24 for £3.99 which would have been delivered the next day, compensated them appropriately and had proof of delivery, in fact the argument could be made that they wanted it there in a hurry, and could have used tracked48 at £3.29.
Regardless “no longer needed” is a return reason that is payable by the buyer (assuming its not clothing or some other category with free returns)
I would politely remind the customer that your obligation if fulfilled, I don’t think they can open an a-z if they have been refunded in full
Seller_DTufFoxJuMU0M
I’m still amazed that they didn’t generate one, they do it automatically now for literally every order whether we want them to or not.
So why didn’t they do it for you?
Seller_ZH0KF88nZ2OHx
I have no idea … I just recently started dipping into Seller Fulfilled (did strictly FBA for years), so don’t know the ins and outs of it just yet. However, had 2 returns thus far, and for none of them had Amazon provided an auto return label… just either seller provided paid label, or Amazon un-paid label…
Seller_SITNVuZK87zGK
Yeah sorry I miss read your initial post, assumed you were referring to outgoing postage.
In the case of return postage for a change of mind return (and as your item was hazmat ugly need to supply a label) it was completely the customers choice to return by special delivery. You’ve nothing additional to refund.
Seller_WIndmNYDp7rQF
Change of mind returns.
By UK legislation, the seller does not pay for the return shipping cost.
Seller_tRuvBEHDedp4q
Amazon also does not generate return labels automatically if the item is heavy or dimensions too large.
And they use a volume calculation like no other so the order you set the dimensions makes a massive difference.
I cannot remember exactly what the order is now but they use something like
(2 * length) + (2 * width) + height
and if this is above 300 then they will not issue a label.
Length, width, height may be in a different order and 300 may not be the value they test against - but you get the idea
So if you said length = 100, width = 50, height = 40 we get 340 and so label not generated
But if you set length = 40, width = 50, height = 100 we get 280 and they produce label
I had this exact problem once with hats I sell in that when customer wanted to return Amazon would not issue a label but would ask me to send customer a pre-paid label (as hats in fashion I had to fund the return) - and it was all down to the order of the dimensions I had entered. Changed the order and voila - it was ok and Amazon issued return labels.
Seller_SHpe5c4eREBFN
I’ve had returns for the same product, where some with have been provided with a pre-paid Amazon label and others with an unpaid label. There’s no obvious reason why, maybe reason codes although I have not analysed it too deeply as I cannot influence it.
Seller_ZH0KF88nZ2OHx
In my case the product was quite small … 3-400 grams and about 15cm in length, so that’s not the reason why they did not generate a pre-paid label.
My assumption is that it was Hazmat (contained a Li-Ion battery inside it), that’s the only outlier that I can see.
