Supplying a pre-paid return label to an EU customer
Hi
We sell via FBM to the EU. We have had a request from a Spanish customer for a pre-paid label to return her order to us. When I go to the return settings we are enrolled into the Amazon pre-paid returns label for Spain but the customer is saying that she has tried to request a return label through Amazon and has been unable to. I'm now not sure what to do as the order is over 80 euros so I don't want to simply issue a refund without the item being returned. The customer is saying that the item is damaged though so it we are responsible for the return postage. We have a Royal Mail Business account for the UK and EU and a Parcelforce account but have never issued a return label as Amazon has always done this for us. I'm not sure why it is not working for the customer is this case. Does anyone have any advice please. Is there a way for us to issue a pre-paid label through our Royal Mail account and if we do this will we also have to pay customs once the return reaches the UK?
Any advice will be gratefully received.
Supplying a pre-paid return label to an EU customer
Hi
We sell via FBM to the EU. We have had a request from a Spanish customer for a pre-paid label to return her order to us. When I go to the return settings we are enrolled into the Amazon pre-paid returns label for Spain but the customer is saying that she has tried to request a return label through Amazon and has been unable to. I'm now not sure what to do as the order is over 80 euros so I don't want to simply issue a refund without the item being returned. The customer is saying that the item is damaged though so it we are responsible for the return postage. We have a Royal Mail Business account for the UK and EU and a Parcelforce account but have never issued a return label as Amazon has always done this for us. I'm not sure why it is not working for the customer is this case. Does anyone have any advice please. Is there a way for us to issue a pre-paid label through our Royal Mail account and if we do this will we also have to pay customs once the return reaches the UK?
Any advice will be gratefully received.
0 replies
Seller_Nprc5XWvdLYk9
RoyalMail used to have a returns label system
but it needed an annual license fee and setup
it was effectively a freepost address in Europe that European customers could return parcels via
and then the seller was billed for each package that came through
but RoyalMail discontinued it a few years ago and there as far as I know has not been a replacement yet.
If they have the original label/package - sometimes "return to sender" will work.
Simon_Amazon
Hello @Seller_Kd7y3upUf2G34,
Here Simon from Amazon, happy to try to help.
Have you managed to issue a prepaid return label in the end?
I'm attaching a help page that might be useful for you: Upload a prepaid return label.
Best,
Simon
