Buyer Faulted Return code- Expedited shipping costs were refunded to the customer
I have noticed that many sellers are experiencing the same issue. Recently, we had a customer who opted for 2-day air shipping for a product. While we offer free shipping, we do charge for 1-day and 2-day air options. The return code provided was "no longer needed," and the customer received a full refund, including the 2-day air shipping fee.
Unfortunately, this has happened to me multiple times before. I filed a SAFE-T claim, but there wasn't an option in the new SAFE-T system that corresponds to this refund error. I've encountered resistance from the SAFE-T claims team when seeking resolution. Although I have requested to escalate my case to a supervisor, they have declined to do so.
I would appreciate any guidance on my next steps regarding this issue. If there are any moderators who can assist, please let me know.
SAFE-T claim ID: 10220-60082-2472034
Thank you,
Adam
Buyer Faulted Return code- Expedited shipping costs were refunded to the customer
I have noticed that many sellers are experiencing the same issue. Recently, we had a customer who opted for 2-day air shipping for a product. While we offer free shipping, we do charge for 1-day and 2-day air options. The return code provided was "no longer needed," and the customer received a full refund, including the 2-day air shipping fee.
Unfortunately, this has happened to me multiple times before. I filed a SAFE-T claim, but there wasn't an option in the new SAFE-T system that corresponds to this refund error. I've encountered resistance from the SAFE-T claims team when seeking resolution. Although I have requested to escalate my case to a supervisor, they have declined to do so.
I would appreciate any guidance on my next steps regarding this issue. If there are any moderators who can assist, please let me know.
SAFE-T claim ID: 10220-60082-2472034
Thank you,
Adam
19 replies
Seller_kvThVlwzQqXAu
@Joey_Amazon I saw your message on a different post. Would you please check out this case for me and help to get this escalated?
Thank you,
Adam
Seller_FufI331lPupx8
I noticed this in the new safe-t claim page also. I have filed these claims under I was overcharged for the label and have been refunded for expedited shipping this week.
Seller_y79MQHIY0I76X
There isn't much recourse. Buyer gets what buyer wants..err..didnt want. You know what I mean. We see it all the time. I've tried filing claims but if the item is in "original condition", we just eat the cost of the shipping out and shipping back. Something *has* to give eventually.
Seller_C2NiEkAU4xTGT
We are being charged for return shipping for EVERY return, no matter what the reason for the return is, in addition to the price of the item AND the initial shipping cost.
Seller_ORQtG7VJkFtXK
I've experienced this also. On the claim, I use "Other". I've had a number of them granted and reimbursed. But, the last one I did was denied 4 times. I gave up. I'm starting to think refunding this shipping is all on purpose by Amazon as it would be so easy for them to program not to refund this.
Seller_jBMfqt7iaNhLO
We have of course the same issue, but what I want to know is why some safe-t claims are granted and some are denied over and over. Same sales details, same claim wording, but some cases get shipping refunded, some are denied until cases are closed. Is the safe-t claim department a overseas call center where they get paid by the number of responses? It is frustrating to say the less.
KJ_Amazon
@Seller_kvThVlwzQqXAu Thanks for sharing those details and the SAFE-T Claim ID.
This was not an error, and that may have confused the original claim request.
Refund at First Scan for seller-fulfilled returns
Whether a refund is buyer-faulted or seller-faulted affects whether the return label fee is withheld from the refund. The outbound shipping amount is refunded to the customer, irrespective of fault.
I asked the claims team to review your SAFE-T Claim. Did you include details showing your outbound shipping cost?
Seller_aV9yoRo24MdxL
Annnnnd this is exactly why we stopped offering expedited shipping options on Amazon.
Another example of Amazon policies making it worse for the retail customer.
Seller_ORQtG7VJkFtXK
This is interesting. I just had to do one to get back the expedited shipping. I submitted the claim, 5 minutes later I received a status changed email. It was granted! Here's the verbiage I used:
Buyer was refunded the expedited outbound shipping. This should not have been refunded. This was an optional expedited shipping chosen by the buyer. Please reimburse for $xx.xx.
