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_7ME0IyNn6TGVC
Thank you for your reply :)
So in theory I need not ever look at the "manage returns" screen again?
Seller_ZJhFeE3tNKzfh
In theory yes.
In practice - some returns (though in our experience a very small percentage) do still need manually approving. Generally these are often items flagged as hazmat, but we've got some random ones as well. Sometimes you also get return requests outside of 30 days which you could choose to approve.
ALSO - for some reason, some returns don't refund at first scan, even if they get scanned! In these instances, you are supposed to refund within two working days of the item being returned. Here you can chose to deduct the label costs if the customer is liable for the return (and hope they haven't in hte interim opened an A-Z claim because you haven't refunded quick enough.
I would also get aquainted with the rules around returns lost in post. Its an absolute nightmare to actually claim via either Royal Mail or Evri, as the labels aren't actually yours, they are amazons.
Seller_7ME0IyNn6TGVC
Thank you for your time and response it is very helpful :)
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_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.
