Seller-Fulfilled Returns Showing "Unknown Tracking Number"
Amazon Community,
We recently went live with a new product which is seller-fulfilled. When a return is initiated by the customer, it is being accepted as an "address label" with "unknown tracking", therefore customers are being forced to reach out weeks later asking where their refund is. Has anybody had an issue like this and any recommendations on how to have the Amazon system produce an "Amazon label" so that tracking is provided and refunds are automatically issued. Our other products are seller-fulfilled as well but their returns are "Amazon labels" and produce the proper tracking number. I have reached out to Amazon support several times and they are no help and do not understand the issue properly.
Thank you!
Seller-Fulfilled Returns Showing "Unknown Tracking Number"
Amazon Community,
We recently went live with a new product which is seller-fulfilled. When a return is initiated by the customer, it is being accepted as an "address label" with "unknown tracking", therefore customers are being forced to reach out weeks later asking where their refund is. Has anybody had an issue like this and any recommendations on how to have the Amazon system produce an "Amazon label" so that tracking is provided and refunds are automatically issued. Our other products are seller-fulfilled as well but their returns are "Amazon labels" and produce the proper tracking number. I have reached out to Amazon support several times and they are no help and do not understand the issue properly.
Thank you!
0 replies
Seller_Hi7wbO2Kbo6bl
Why do you make the buyer do that? Why do you not refund upon receipt?
Or are you saying that in every instance you have not received the item back?
And if so, why do you want automatic refund?
Seller_f4a7xAPCCSMqD
This usually means that a prepaid return shipping label was not provided, just the return address where they need to send it. These customers would need to purchase their own shipping label to return it, so if they are asking where their refund is, I would ask for the tracking number for the label they purchased.
I believe you need to go into your return settings and make sure the label type is set to Amazon Prepaid.
Quincy_Amazon
Hello @Seller_zgOxgBSzTyjDL
Thank you for posting your inquiry to the Forums.
Amazon provides customers with prepaid return shipping labels on your behalf through Buy Shipping services. US sellers are automatically enrolled in the prepaid returns label program per Amazon's Return policy. Return requests that are out-of-policy or category-exempt will be sent for manual authorization. This help page provides additional detail on the requirements for prepaid returns. Please note that there are items that are ineligible for prepaid returns such as items classified as dangerous goods. After reviewing this help page, please advise whether the item that you are listing falls in this category or if you are still experiencing this concern. Please feel free to include the case ID number(s) opened with support as well and I can take a look.
Regards,
Quincy_Amazon
