MFN Returns Prepaid
Hey all hope you had a good bank holiday
In regards to MFN returns just a few questions:
I have signed up for the prepaid label return, I understand I can charge this label fee back to the customer ( depending on return reason ) by ticking the box "charge amount". Are they aware of this cost before submitting their return and/or is there somewhere I can write a policy to make them aware?
Thanks :)
MFN Returns Prepaid
Hey all hope you had a good bank holiday
In regards to MFN returns just a few questions:
I have signed up for the prepaid label return, I understand I can charge this label fee back to the customer ( depending on return reason ) by ticking the box "charge amount". Are they aware of this cost before submitting their return and/or is there somewhere I can write a policy to make them aware?
Thanks :)
35 replies
Seller_ZJhFeE3tNKzfh
How the amazon prepaid return label (APRL) system is supposed to work is..
- the customer is supplied a label (normally Evri or Royal Mail Tracked 48)
- When the label is scanned on drop off, the label is charged to your account
- at the point of scan, if the customer is liable for the return costs, they are refunded MINUS the cost of the label (this is refund at first scan)
- if you are liable for the return costs, then the customer is refunded in full (again refund at first scan)
You don't need to write anything in your policy as such - because its just amazons standard policy.
Seller_tRuvBEHDedp4q
In theory - but I am currently finding many items are being returned but the refund has not been initiated by Amazon.
What I do when I get something back is go into Manage Returns, enter the tracking number from the label into the search box, and then if it says 'Prior refund applied' I ignore. If it does not I manually process the refund. I do this on same day return is received which should stop any A-Z Claim for non refund.
Seller_CtjwhmxNQjf3Y
There is a technical issue that i have reported but to no joy. When the customer downloads/prints the label it shows as "Carrier picked up the package" which is incorrect as they haven't at this stage handed it over. And, as expected royal mail have no information on the package.
Currently filing a safe-t as it hasn't entered their network in 20 days and safe-t claim team tell me it handed over when it isn't and we keep going back and forward? any ideas of how to fix this?
Seller_ZJhFeE3tNKzfh
that message has always been incorrect. That message triggers when the label is generated, but refund at first scan should nt take place until the parcel is dropped off, at which point the notification message does change
So I can’t work out what you would actually open a safe t claim for as refund at first scan shouldn’t have taken place
Seller_CtjwhmxNQjf3Y
Thanks for your reply. Whether is it Evri or Royal Mail every single return I get they refund when the label is printed. It has been going on since auto returns began.
Royal Mail show on tracking they have no information for the parcel. On the phone they say it’s not handed to them. Safe-T state no refund as it’s in the network.
Kind of leaves me in a pickle. I’m new to this and wondered what your thoughts would be on how to resolve? I’m also not sure on how I able to tag Amazon people onto my issue within the forum, if you’d be able to assist?
Thanks
Seller_ZJhFeE3tNKzfh
I’ll be honest if you have customers being refunded at the point the label is generated, it would appear to be exclusively happening to you.
It’s not happening to us, the message normally changes to ‘Return or Replacement or Exchange Collection succeed’ and it’s at that point the refund at first scan occurs.
can you double check an order and see it states Prior Refund Applied in Manage Returns?
Also to tag a mod iyou type @ enter a name and you MUST click a name from the drop down that appears. If the name isn’t in blue they arent tagged
@Winston_Amazon
Seller_CtjwhmxNQjf3Y
Hi There,
Thanks for your help again. I have never seen "return or replacement or exchange collection".
202-2519538-1003501 @Winston_Amazon This order is showing as prior refund issued under tracking ID RM "Carrier picked up the package"" QY408889169GB .
Royal Mail state it isn't in the network so why is a prior refund issued? Every return i get prior refunds are given upon buyer printing and not being handed into network?
Seller_ZJhFeE3tNKzfh
I'd say I've not personally heard of an order that was Refund at First scan without an actual scan.
For that return - what does it look like in your Manage Returns section? Here is an example - does it say Prior Refund Applied in green?
Seller_CtjwhmxNQjf3Y
Hi There, yes it states "prior refund applied" in green and then without any courier scans in any network showing, i go and check the order page and the refund has already been all calculated.
Seller_CtjwhmxNQjf3Y
No A -Z claims. It is a perculier happening
Sakura_Amazon_
Hello @Seller_CtjwhmxNQjf3Y,
Could you provide the ID of the case with Seller Support where you explained your situation?
I read all the comments, and as I understand it, the order 202-2519538-1003501 was refunded before the carrier scanned the package and picked it up from the buyer, correct?
What is the current situation of the package? Was it collected by the carrier?
Regards,
Sakura
Seller_K8edOfPu9HEmN
Carrier picked up package means nothing apart from it's not yet been taken to the post office or Evri collection point. All it means is the tracking code has been set up and recognised on the system.
Seller_IQo80d99W2DzP
Remember is it very hard to make a claim using Amazon provided pre-paid returns postage labels.
Evri = £20 cover, but it goes around in circles if trying to claim, Evri say as an Amazon account, contact them, and Amazon say contact Evri to claim. In the end most give up, as costs more than £20 in wasted time.
RM = £150 cover, they are better at claims, but still can advise to claim from Amazon, which Amazon ignore.
Amazon or the Buyer often choose Evri, and then if your item is over £20 you take the risk. RM generally only for up to 2Kg, and if an expensive item again you take the risk.
My advice is opt out if you can.
Sakura_Amazon_
Hello @Seller_7ME0IyNn6TGVC,
This is the information that I found in About Our Returns Policies:
In many cases, we’ll provide you with a pre-paid returns label. If the item you purchased is not eligible for Free Return, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund. For returns from within the UK, costs start at £3.99. International return costs start at £8.09. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the item(s) you’re returning. We’ll always display the most accurate return costs and methods available for your item(s) in our Returns Support Centre when you create your label.
This policy is available to buyers. I am also leaving a link to Prepaid Return Labels FAQ.
Regards,
Sakura
Seller_KlbXZHzQGSDZv
The other point to note is that buyers are fully aware of the system and may use it to get free returns then you need to safe t claim and have the aurgement with amazon. Any item worth <£3.35 your better of getting the customer to bin then.
