Ridiculous A-to-Z for automatically deducting the return labels cost on the first scan.
Long story short: The customer ordered the item, and returned it within 30 days with the reason "Incompatible or not useful for the intended purpose (Buyer Comment: Does not fit)". The return was refunded on the first scan and according to Amazon's return policy, the return label's cost was (automatically) deducted from the final refund. So far so good.
But then, the customer filled A-to-Z for the remaining £4.02, which was granted, and the appeal of course was rejected.
The conclusion is that I have done nothing wrong, Amazon automatically processed the whole return/refund action and I have lost £4.02 for the label and additionally, ODR has taken a hit.
This is not the first time. Unfair and frustrating.
The faulty system where sellers are always guilty even if they proceed according to Amazon's own procedures and policies.
EDIT:
I am just sharing "Why was my appeal denied?":
Because you did not refund the order within two business days, the claim amount has been debited from your seller account.
Nightmare.
Ridiculous A-to-Z for automatically deducting the return labels cost on the first scan.
Long story short: The customer ordered the item, and returned it within 30 days with the reason "Incompatible or not useful for the intended purpose (Buyer Comment: Does not fit)". The return was refunded on the first scan and according to Amazon's return policy, the return label's cost was (automatically) deducted from the final refund. So far so good.
But then, the customer filled A-to-Z for the remaining £4.02, which was granted, and the appeal of course was rejected.
The conclusion is that I have done nothing wrong, Amazon automatically processed the whole return/refund action and I have lost £4.02 for the label and additionally, ODR has taken a hit.
This is not the first time. Unfair and frustrating.
The faulty system where sellers are always guilty even if they proceed according to Amazon's own procedures and policies.
EDIT:
I am just sharing "Why was my appeal denied?":
Because you did not refund the order within two business days, the claim amount has been debited from your seller account.
Nightmare.
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
yes, it took several explanations but fortunately we were able to reach a clear understanding on what is the exact issue.
I'm glad we were able to reach a solution!
Sorry @Sarah_Amzn Where has that 7 days come from?
@Seller_ZJhFeE3tNKzfhI will for sure follow up with the partner team where did this policy came from but, considering that the whole issue was not understood in the first place, might have led to not accurate replies.
To avoid any confusion or lost information is better to create a new thread in case of future issues. I or my colleagues will make sure to check them and assist you.
Kind regards,
Sarah.
0 replies
Seller_ZJhFeE3tNKzfh
Yep - absolutely ridiculous. If you've appealed - you can email managingdirector@amazon.co.uk, but also should share your case ID with seller support here.
Beyond that, you'd be looking at a letter before action to amazon, for a whole £4.02.
Seller_KlbXZHzQGSDZv
Sounds like you would be responsible for the return postage does not fit or not useful for intended purpose our never going to wi suck it up nd move on your waste more time than its worth to try to convince amazon otherwise.
Seller_HwaQlgFnhSuGS
Your items look like clothing to me. So you cover return cost in full. See: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GKUY8GVEZ5DZ89QR
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
I'm Sarah with Amazon.
Can you please share the Order ID/Case ID so I can see how I can help?
Kind regards,
Sarah.
