a to z claim on a return
Who is liable for a lost parcel when Amazon provide the return label?
The return tracking status has not moved for some time.
Yet an a to z has been ruled against us for not refunding the customer and debited from our account.
Any advice on the appeal or a reality check on what to expect?
a to z claim on a return
Who is liable for a lost parcel when Amazon provide the return label?
The return tracking status has not moved for some time.
Yet an a to z has been ruled against us for not refunding the customer and debited from our account.
Any advice on the appeal or a reality check on what to expect?
2 replies
Seller_ZJhFeE3tNKzfh
it’s a reality check.
Unfortunately the terms of the amazon prepaid label policy and refund at first scan state that for lost returns you are supposed to refund the customer then make a claim with the courier (in reality this is nigh on impossible as the labels are on amazons account).
It is highly unfair though to expect to keep track of all returns to check which ones haven’t arrived AND refund at first scan has also failed. You MAY be able to get amazon to at least strike the ODR from the a to z, we have in the past when stating it is unfair to expect to know to refund when of course Amazon labels should be refunded at first scan.
Seller_rGtEcZnu0JTRD
Loads of threads on this one, the short is answer is that you will be found liable as you have paid for the label, as Amazon charge you for it as soon as they provide the customer with it.
Amazon will tell you that you have to claim from the courier, reality is that you can't as it was purchased on Amazons account, so they will only accept a claim from Amazon.
One of the mods was trying to escalate this issue a while back, but don't think it went anywhere to be honest.
This is one of those times that you just can't win.
