100% Refund deduction not possible for a return request
Every week, we encounter at least one fraud attempt where a customer returns their old equipment, falsely claiming that the item they received was damaged. However, they are unaware that the units we ship have their serial numbers scanned and recorded. As a result, when they return a different item, they are not eligible for a refund.
When we attempt to close the return request through the "Returns - Issue Refunds" section and try to deduct 100% of the refund, the system consistently throws an error:
"System Error - There was a system error. Please try again in 15 minutes."
Even after waiting 15 minutes, the issue persists.
Despite repeatedly raising this with the Seller Support team over the years, the problem remains unresolved for years. As a result, we are forced to issue a 1% refund to the customer—despite the fact that they do not deserve it.
Can someone from the Amazon team please investigate this issue? We are happy to cooperate.
100% Refund deduction not possible for a return request
Every week, we encounter at least one fraud attempt where a customer returns their old equipment, falsely claiming that the item they received was damaged. However, they are unaware that the units we ship have their serial numbers scanned and recorded. As a result, when they return a different item, they are not eligible for a refund.
When we attempt to close the return request through the "Returns - Issue Refunds" section and try to deduct 100% of the refund, the system consistently throws an error:
"System Error - There was a system error. Please try again in 15 minutes."
Even after waiting 15 minutes, the issue persists.
Despite repeatedly raising this with the Seller Support team over the years, the problem remains unresolved for years. As a result, we are forced to issue a 1% refund to the customer—despite the fact that they do not deserve it.
Can someone from the Amazon team please investigate this issue? We are happy to cooperate.
0 replies
Seller_RlZVPg3d6ZUGP
I believe you have to just refund them 1p so that it'll let it be processed - not sure they will ever change this but at least it shows you've followed procedure
Seller_ZQyopdiwkUHOZ
Yeah, it's a ridiculous system glitch. We just set it to 99%, but we only take around a 12p hit doing that for most of our products, so it's not a huge deal. Obviously even 1% for you would be more than £1.50, so you'd rather not have to do that.
Bear in mind, if you don't do the refund reduction and the buyer makes an A-to-Z claim, the claim will almost certainly go in their favour, and probably automatically, leaving you struggling to win an appeal.
If I were you, I would do the 99% reduction.
Seller_vNGUliyBfm8re
echo the 99% feedback you already got but also fully document with easy to read notes on why you're taking such a huge deduction and add photo records of the serial numbers outbound/inbound easily for Amazon to understand as this will certainly go to an A to Z
lastly contact the buyer and make them fully aware of your actions with regards to the refund and send them the proof/reasoning you have, politely. This is as about as by the book you can go in this situation for when the a to z comes your way you did everything reasonably possible to avoid the claim.
Seller_khHWH9PkvZxh3
It's absolutely not possible to give no refund. Even with photo's of clearly worn/dirty t-shirts returned to us I couldn't get a deduction. 'Customer Help' desk told me the maximum was 50% but even that didn't work. Didn't issue a refund but Amazon did eventually as it was scanned as delivered back to us. I filed a Safe-t claim with all the evidence and we were refunded.
Seller_yWV6zONKqjpCD
Yeah this is ridiculous. What do you do about prior refunds? On nearly all of our returns Amazon has already refunded the buyer on our behalf. The only thing left to perform a refund reduction on is the £2 postage, which then leads me to submit a SAFE-T claim. As we all know this then get denied.
