When will the Amazon/Evri returns QR code issue be acknowledged and resolved?
Yet again, A-Z claims open purely because the QR code issued by Amazon does not work at the Evri terminal for FBM orders. At a rough guess, it seems to be around a 30-40% failure rate, on a system that is nothing to do with sellers. What's worse, is that Amazon class these against ODR, where there's nothing we can do!
Latest one, an item of branded clothing ordered; that doesn't fit as expected so the customer opens a return. No problem at all. Or it shouldn't be. The customer is issued with a QR code by Amazon, that doesn't work at the parcelshop. Customer contacts us and we give clear return instructions - which the customer doesn't like, they want a new QR code, so goes straight to A-Z.
Item eventually returned and refunded promptly but we're hit with an ODR strike due to the faulty return label system used by Amazon and its contracted partner.
I've appealed against the impact on ODR but hold little hope since there should have been no grounds to open an A-Z, for an item as described, before it was even returned.
Sadly, looking at the many locked threads about the issue, it seems that nothing will do, "put up and shut up" or simply a tool to try to frustrate and force FBM sellers towards FBA
Hi, we strongly dispute that this should be counted against our ODR. The customer ordered an item of clothing, it did not fit and they wished to return it. However, the Amazon returns label did not work - a common occurrence and something that sellers have NO influence upon. As is the correct procedure, we instructed the customer to return the item for a refund. It should be noted that there was no problem with the item, there was no fault and it was not different to what was ordered.
The A-Z claim was opened against US because the AMAZON/EVRI system failed - we do not influence this in any way.
The customer returned the item and a refund was duly issued - however, this then marked the claim as an order defect against us. WHY? The only thing defective is the Amazon/Evri system which fails to recognise the issued QR codes on a regular basis.
As this is nothing to do with us as a seller, and we did everything necessary to facilitate return and refund, and issued the refund promptly upon return, the ODR defect for this order should be struck from our account. It is absolutely unreasonable to hold sellers to account for an Amazon/Evri system which regularly fails to work
When will the Amazon/Evri returns QR code issue be acknowledged and resolved?
Yet again, A-Z claims open purely because the QR code issued by Amazon does not work at the Evri terminal for FBM orders. At a rough guess, it seems to be around a 30-40% failure rate, on a system that is nothing to do with sellers. What's worse, is that Amazon class these against ODR, where there's nothing we can do!
Latest one, an item of branded clothing ordered; that doesn't fit as expected so the customer opens a return. No problem at all. Or it shouldn't be. The customer is issued with a QR code by Amazon, that doesn't work at the parcelshop. Customer contacts us and we give clear return instructions - which the customer doesn't like, they want a new QR code, so goes straight to A-Z.
Item eventually returned and refunded promptly but we're hit with an ODR strike due to the faulty return label system used by Amazon and its contracted partner.
I've appealed against the impact on ODR but hold little hope since there should have been no grounds to open an A-Z, for an item as described, before it was even returned.
Sadly, looking at the many locked threads about the issue, it seems that nothing will do, "put up and shut up" or simply a tool to try to frustrate and force FBM sellers towards FBA
Hi, we strongly dispute that this should be counted against our ODR. The customer ordered an item of clothing, it did not fit and they wished to return it. However, the Amazon returns label did not work - a common occurrence and something that sellers have NO influence upon. As is the correct procedure, we instructed the customer to return the item for a refund. It should be noted that there was no problem with the item, there was no fault and it was not different to what was ordered.
The A-Z claim was opened against US because the AMAZON/EVRI system failed - we do not influence this in any way.
The customer returned the item and a refund was duly issued - however, this then marked the claim as an order defect against us. WHY? The only thing defective is the Amazon/Evri system which fails to recognise the issued QR codes on a regular basis.
As this is nothing to do with us as a seller, and we did everything necessary to facilitate return and refund, and issued the refund promptly upon return, the ODR defect for this order should be struck from our account. It is absolutely unreasonable to hold sellers to account for an Amazon/Evri system which regularly fails to work
5 replies
Seller_ZJhFeE3tNKzfh
We have tended to get the ODR taken off where this is the issue - but it shouldn't happen in the first place. The fact that any issue with the QR code is always opened as a Defective Item A-Z shows there is a gap in the system.
I doubt anything will happen though. They still haven't fixed the ability to actually be able to easily claim for Prepaid Returns that are lost by Evri or Royal Mail - and even the mods have gone quiet on the issue now.
Seller_DtCmrKGDOhXgr
Yes, I tried to follow on, on existing threads to add our voice - but all were locked. It seems like any issues about the returns QR system are just to be locked. Taboo subject.
