A-Z granted for customer return which has not been received
@Spencer_Amazon@Sarah_Amzn@Julia_Amzn
Im needing some help with order 203-7105365-9311506. This buyer has posted this item back but appears royal mail have lost it. Customer has since been granted a refund via A-Z and despite appealing the A-Z team the item has been delivered back to us which it hasnt and royal mail tracking shows the same.
Your help is much appreciated.
A-Z granted for customer return which has not been received
@Spencer_Amazon@Sarah_Amzn@Julia_Amzn
Im needing some help with order 203-7105365-9311506. This buyer has posted this item back but appears royal mail have lost it. Customer has since been granted a refund via A-Z and despite appealing the A-Z team the item has been delivered back to us which it hasnt and royal mail tracking shows the same.
Your help is much appreciated.
0 replies
Seller_ZJhFeE3tNKzfh
A failing of the A-Z system unfortunately.
For returns lost in the post where the Amazon prepaid return labels are used then the customer is SUPPOSED to get a refund at first scan. If the item is then lost by the courier you the seller are supposed to claim from the courier (with difficulty generally) and refund the customer in full.
Amazon also state that an A-Z cnnot be opened if the customer doesn't contact you first, though I believe a return request being opened classes as 'contact'
Some of this may not have occurred in your scenario. Hoping someone from the mod team can help you though.
Sakura_Amazon_
Hello @Seller_LrOi5Val3Iifg,
Thank you for sharing the order ID.
According to our Prepaid returns for seller-fulfilled orders help page, when a return is lost in transit:
"What happens if the return is lost or damaged in transit?
You will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, and the item was not refunded through refund at first scan, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement."
As @Seller_ZJhFeE3tNKzfh has also mentioned, your best course of action would be to file a claim with Royal Mail for the lost package.
Regards,
Sakura
