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_CtjwhmxNQjf3Y
Hi Sakuma,
I don't have a case ID with support open just a SAFE-T ccase
Sakura_Amazon_
Hello @Seller_CtjwhmxNQjf3Y,
Thank you for letting me know about the SAFE-T claim. I have contacted relevant Partner Team to review it.
I will let you know if I get any updates.
Regards,
Sakura
Sakura_Amazon_
@Seller_CtjwhmxNQjf3Y,
I am still waiting for an answer, but I have reached out to the Team again .
I will keep you updated.
Regards,
Sakura
Sakura_Amazon_
@Seller_CtjwhmxNQjf3Y,
I am coming back with an update. The Partner Team reviewed your case and provided me with this information:
For this return, there are two different return tracks generated. The one that you provided was not used, but the buyer used another one that ends in 74033GB.
As this tracking shows the current status as “in transit,” the order is not eligible for any reimbursement under the SAFE-T policy. If a package is lost in transit, damaged in transit, or undelivered, the liability is with the carrier. If you are experiencing such transportation issues, we recommend that you contact the carrier directly to file a claim, as such shipments are not eligible for reimbursement from Amazon.
Regards,
Sakura
Seller_ZJhFeE3tNKzfh
But @Sakura_Amazon_ its also the case that the couriers (for whom AMAZON provide the labels) will in many cases not actually entertain claims from us sellers because we are neither the sender, and hte label is on amazons account. Royal Mail for example tell us as the label is amazons, amazon must claim.
Its been like this since Prepaid return labels were launched. When are amazon going to do something about this?
Sakura_Amazon_
@Seller_ZJhFeE3tNKzfh,
Do you have any cases open that could work as an example? The case shows the Royal Mail response as well. I would need it for an investigation.
Sakura
Seller_ZJhFeE3tNKzfh
no offence Sakura but I’ve gone round this merry go round for two years now.
Frankly, Amazon must know there is an issue. And they simply don’t want to fix it.
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.
