SFP - Terms and Conditions
Morning
Can anyone confirm where I can find our terms and conditions for selling on prime?? Only reason I ask is that I have had several customers be refunded for no reason over the last couple of months, when I questioned it I was advised that if a prime customer wants a refund they can have one, without having to return goods etc - how is that fair?
SFP - Terms and Conditions
Morning
Can anyone confirm where I can find our terms and conditions for selling on prime?? Only reason I ask is that I have had several customers be refunded for no reason over the last couple of months, when I questioned it I was advised that if a prime customer wants a refund they can have one, without having to return goods etc - how is that fair?
18 replies
Seller_ZJhFeE3tNKzfh
There you go. Specifically....
Customer returns requirements and policies
Sellers agree to accept customer returns for all Prime items in accordance with the Amazon Returns Policy. Prime items will have auto-authorisation of returns initiated in the return window of such items (when sellers enrol the items in Prime, no further action is needed for returns to be auto-authorised). Amazon may make case-by-case exceptions to the returns policies, including accepting returns for Prime items fulfilled by sellers past the stated return window. Sellers agree that Amazon may charge the costs of any such returns, refunds or other adjustments and concessions related to Seller-Fulfilled Prime items to the seller's account.
and...
Customer service
All post-order contacts regarding Prime items will be directed to Amazon Customer Service. Amazon Customer Service will provide, and have sole discretion in determining, all post-order customer service to Prime items including customer returns, refunds and adjustments to Seller-Fulfilled Prime items (such as returnless refunds, partial or full refunds, changes to fees charged by sellers, changes to the shipping speed and shipping price for an order, refunds of the shipping charge, cancellation of an order or returns including a refund outside the stated return window). Sellers agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Seller Fulfilled Prime items to the seller's account.
Seller_VHHjXRfBGam7u
When Amazon CX refund - the process is a Safe T claim - even for INR if you're using buy shipping and not Amazon shipping to ship, if you're using Amazon shipping then process a claim through the portal for INR.
When the item isn't returned or Amazon CX give a refund without return then the Safe T claim process covers you.
Seller_FjZa2rknr164p
now that they have safe-t in place I find it very easy to accept, if CS refund - you can open a claim and Amazon will compensate you in 99% of cases providing you have used buy shipping etc also Amazon takes the emotion out of it so you dont have to go back and fourth over it and take's note of which buyers are getting refunded all the time. hopefully making the platform safer in the long run
Seller_tRuvBEHDedp4q
Was this what Support said?
As per usual they have given incorrect advice.
Yes any customer can ask to return an item for any reason within 30 days of receipt - but they cannot just ask for a refund and be granted it because they are a Prime customer. They still have to return the item (assuming this was NOT an international sale).
When a customer asks to return an item Amazon will give then a pre-paid returns label. When the customer actually returns the item and the label is scanned, this initiates a full refund by Amazon (as per Refund on first scan policy). If you do not get the item back then you issue a Safe-T claim as it was lost by the courier.
However - if this was an international sale, and you have not provided Amazon a return address in the country the item was posted to, then yes the customer may be granted a returnless refund (see international returnless refund policy).
