Customer returns label. Who pays?
A customer recently had a return auto authorized. The reason for returning “no longer required”.
I just noticed that I have been charged £3.30 for the returns label. I have already received the return and refunded the money, but it was not obvious that I would have to pay extra for the postage.
It was also not an option to charge the customer for the returns label. After all if they changed their mind then they should pay for the returns label. Or thats what I thought…?
Seller_DROodOAYHftnc
Yes, you have to go through the manage returns route to be able to deduct the postage cost from their refund.
5 replies
Seller_rGtEcZnu0JTRD
There is a button you have to tick when processing the refund, and this will automatically deduct the postage you have paid - providing of course that the return is one of the reasons that Amazon allow you to re-charge. No Longer Required is one of the options where you can, as long as it is not in an except category such as clothing.
Seller_qTYNRbA8MrDT8
I didn’t notice the button. Do you have to go through orders>manage returns? I think I just searched for the order id via orders>manage orders and refunded from that page. Maybe the button is only available from the other route.
Seller_DROodOAYHftnc
Yes, you have to go through the manage returns route to be able to deduct the postage cost from their refund.
Seller_qTYNRbA8MrDT8
Thank you everyone. I understand it now.
Seller_ZQyopdiwkUHOZ
Who is responsible for the return costs depends on the Category the item is (e,g Clothing/Fashion it’s always Seller no matter the reason), and the return reason. For most Departments ‘No Longer Required’ is the Buyer’s responsibility, but Amazon’s returns system provides the returns label automatically and charges you if it’s used to return the item. When the item comes back, you then need to select the option to deduct the Returns Label Cost from the refund when processing.
