Returns & Refunds
Hi all, we have had a buyer open a return with the reason ‘item defective’ - then in the notes they have put that the item is too big. The title, description and bullets all state the correct size. They have clearly donw this to get a free return, but it is an abuse of the system. So we have gone to refund the original amount less the £3.85 shipping and Amazon does not allow it - does anyone know what we are meant to do in order to get our return shipping charge back? Cheers
Returns & Refunds
Hi all, we have had a buyer open a return with the reason ‘item defective’ - then in the notes they have put that the item is too big. The title, description and bullets all state the correct size. They have clearly donw this to get a free return, but it is an abuse of the system. So we have gone to refund the original amount less the £3.85 shipping and Amazon does not allow it - does anyone know what we are meant to do in order to get our return shipping charge back? Cheers
23 replies
Seller_64jziShTiTjOq
I may be wrong but I thought the reply label costs £3.35, not £3.85. If so, that may be why you can’t deduct it. If the £3.85 is your outward shipping, you can’t deduct it from the refund
Otherwise, Yes, it is an abuse of the system but nothing you can about it
Seller_sFEUMUfeW5484
The reason the buyer chose for the return, excludes teh “charge” box from the new return screen.
The ONLY way you can now deduct anything, is to do a partial refund. BUT you will need to select one of the reasons in the list and a % to deduct, then provide a photo.
Seller_xUKHc5xSYJmI4
I would recommend keeping it simple. Take a photograph of the order upon receipt and inform the customer you have checked the product and found *********************** therefore in accordance with the returns policy we deducting X amount from the refund. I know on other platforms the system allows the buyer upload a short video which proves very usual in preventing, detecting and investigating claims.
I know from experience you cannot always assume anything until the order has been returned.
However from our experience all the claims where they alleged the items are defective were all false claims. Our own video footage shows how the order was picked, packed and quality inspected before dispatch and the same on return. Therefore we applied to deductions to the refund accordingly.
Just be aware since the induction of the new prepaid returns policy some are excessively repacking the order so it exceeds the product dimensions and weight.
Seller_64jziShTiTjOq
Here is an announcement that you may have missed
Seller_xUKHc5xSYJmI4
Sorry but I sound like broken record 
According to the Amazon prepaid returns label policy if the buyer uses the prepaid label, for the following reasons then seller can deduct the prepaid postage costs from the refund:-
- Accidental Order
- Better Price Available
- No longer needed or wanted
- Performance or quality not adequate
- Incompatible or not useful of Intended purpose
- Part not compatible with existing system
- Excessive installation or did not install
Seller_bjLTRhM57WpUX
I have had a similar issue. Amazon has issued an automatic return label for £3.35.
I have had the item back now and went to do a partial refund, but cannot do so as buyer states “incorrect item sent”.
The item was correct, just that the buyer has decided that they do not like the shade of colour.
So the true reason for the return is that the buyer has changed their mind (or should have bought a different colour).
The item retails for £7.80, so this type of return loses us money. Before this new rule came in it was only 96p to return the item, which we could swallow if needs be.
Seller_bhSWqoVh7Pn98
What type of item is it?
If clothing, shoes, watches and jewelery, then those are free returns anyway. So Sellers pay to ship them and also to take back returns.
Amz now make more money on returns than they do in a Buyer keeping something (especially on FBA).
If incorrect reason given, then report Buyer, and you can deduct 3.35GBP (as long as you are in the UK and a UK Seller).
The problem is the only way you can deduct the amount is by 2 methods, neither of which Amazon really accept:
1st: From Returns Section: Deduct a % and then they want 2x photo as well as proof, so it would be the outer parcel photo and I’d suggest a note on it saying deducting RM label cost and second photo showing item size was as per listing.
2nd: From order screen, then partial refund, but all reasons other than Price Match are saying the Seller did something wrong, like send out the wrong item, etc. So then you can enter in an amount (remember that is EXCLUDING VAT).
I was suggested the latter by SS, and an email to the Buyer to inform refund issued and say why 3.35 deducted.
SS was trying to say though to just refund the Buyer in full is so much quicker and report them.
Seller_saK5Ah2SaNYjL
We sell mugs. We have a permanent, constant return reason “too small”.
Reason is that they searched for “a pint mug” and ours came up in search. No idea why. Our mugs are not pint mugs, most are half pint to be technical. Pint is not mentioned anywhere. I have never used the word “pint” in keywords.
This is Amazon’s fault. Why are our mugs coming up in an irrelevant search? Oh and they get a free return (on us) because the product “didn’t match description”.
All our listings show size and capacity.
