Seller Fulfilled EU Remorse Return Postage Payment
Dear Fellow Amazonians,
Please can I have some advice on an issue.
1. Buyer orders from Germany.
2. We send to Germany from UK
3. Buyer opens a return with the reason "no longer needed"
4. We offer a German returns address and a pre-paid label is issued by Amazon.
5. We receive the return in Germany and refund checking the box for "Deduct return postage" as it is a remorse return (not fashion).
6. Buyer opens an A-Z for the deducted postage of €4.76 and wins. We receive a defect.
7. We appeal based on the fact that it was a remorse return and we offer a local returns address but we lose.
ADVICE NEEDED:
Have the rules changed? What have we done wrong?
Please no smart comments - I don't want to be on trial - I'm just genuinely trying to understand where we have gone wrong.
Many thanks
Mrs T
Seller Fulfilled EU Remorse Return Postage Payment
Dear Fellow Amazonians,
Please can I have some advice on an issue.
1. Buyer orders from Germany.
2. We send to Germany from UK
3. Buyer opens a return with the reason "no longer needed"
4. We offer a German returns address and a pre-paid label is issued by Amazon.
5. We receive the return in Germany and refund checking the box for "Deduct return postage" as it is a remorse return (not fashion).
6. Buyer opens an A-Z for the deducted postage of €4.76 and wins. We receive a defect.
7. We appeal based on the fact that it was a remorse return and we offer a local returns address but we lose.
ADVICE NEEDED:
Have the rules changed? What have we done wrong?
Please no smart comments - I don't want to be on trial - I'm just genuinely trying to understand where we have gone wrong.
Many thanks
Mrs T
4 replies
Seller_ZJhFeE3tNKzfh
As far as I can tell, you've done nothing wrong - its likely just the sap who read the A-Z claim doesn't know amazon policy so just did the easiest thing which was refund the customer.
I'd appeal it all the way.
