Amazon issuing pre-paid postage labels for non-returnable items
I recently encountered an issue with Amazon's return policy. A customer who purchased powder from me returned the item using Amazon's pre-paid label service. Upon receiving the returned item, I found it was clearly opened and used. I initiated a Safe-T claim, but it was denied on the grounds that refunds are the seller's responsibility as the item was non-returnable. This situation raises a question: why did Amazon issue a pre-paid return label instead of directing the customer to me, the seller?
This isn't the first time I've had to bear the cost of a tracked 48 delivery for an item that ends up in the bin due to its condition. In my opinion, Amazon should implement a system that requires customers to contact the seller before initiating a return process or leaving negative feedback. This approach could be beneficial for both parties. For example, I don't always check feedback, so when a customer posts a negative comment saying, 'I ordered 3 days ago and haven't received anything,' or "the product arrived broken" and rates me with one star, it's detrimental to both of us. The buyer's query remains unanswered, and I receive unjustified negative feedback.
From my experience, many issues that have resulted in negative feedback on various platforms could have been resolved had the customers contacted me directly. There's a clear need for a more effective communication channel between buyers and sellers to address such issues promptly.
Amazon issuing pre-paid postage labels for non-returnable items
I recently encountered an issue with Amazon's return policy. A customer who purchased powder from me returned the item using Amazon's pre-paid label service. Upon receiving the returned item, I found it was clearly opened and used. I initiated a Safe-T claim, but it was denied on the grounds that refunds are the seller's responsibility as the item was non-returnable. This situation raises a question: why did Amazon issue a pre-paid return label instead of directing the customer to me, the seller?
This isn't the first time I've had to bear the cost of a tracked 48 delivery for an item that ends up in the bin due to its condition. In my opinion, Amazon should implement a system that requires customers to contact the seller before initiating a return process or leaving negative feedback. This approach could be beneficial for both parties. For example, I don't always check feedback, so when a customer posts a negative comment saying, 'I ordered 3 days ago and haven't received anything,' or "the product arrived broken" and rates me with one star, it's detrimental to both of us. The buyer's query remains unanswered, and I receive unjustified negative feedback.
From my experience, many issues that have resulted in negative feedback on various platforms could have been resolved had the customers contacted me directly. There's a clear need for a more effective communication channel between buyers and sellers to address such issues promptly.
4 replies
Seller_GNZnVcGNo6mDw
The concerns you raise have been around a very long time.
Seller_SnNztJIII3ZP5
Do you not get a message in the "manage returns" section. Even though Amazon may issue a return label I usually message the customer telling them that the cost of a label may be deducted from the refund as well as answering some issues which can then be addressed without the need for the customer returning the item
Seller_ZJhFeE3tNKzfh
@Seller_Fg2fqaWOnEtha it’s worth noting you can actually opt out of the APRL scheme, you apparently just have to contact seller support.
The bullet point was added to the APRL policy at some point in November 2022 by the looks of things, but Amazon of course didn’t publicise it as it doesn’t benefit them to do so.
If you opt out you still have to provide prepaid labels as required, though obviously it gives you far more control over the returns process for FBM orders
