Pre-paid return labels not being provided by Amazon
As a clothing seller who has to provide 'free' returns (double charged for outbound and inbound postage) our account has always been setup for Amazon to provide buyers with pre-paid return labels. As of this week we have had a huge number of Amazon messages from buyers stating that Amazon are not providing pre-paid return labels (some getting annoyed as they don't understand we are forced to use Amazon returns and cannot opt out of Amazon's forced return system), but unpaid labels.
Our return settings have not changed and still state Amazon Pre-Paid label, but these are not being provided to buyers. Every return that we have had back this week has NOT had a pre-paid label.
We have reported to seller support who are utterly clueless as usual and are just sending cut and paste irrelevant replies.
Case ID 10041533762
Can someone from Amazon please escalate this as we are getting more and more annoyed buyers, and as we cannot opt out of the return system we cannot fix the issue with Amazon not providing customers with labels.
@Winston_Amazon@Maya_Amazon@Sarah_Amzn
Pre-paid return labels not being provided by Amazon
As a clothing seller who has to provide 'free' returns (double charged for outbound and inbound postage) our account has always been setup for Amazon to provide buyers with pre-paid return labels. As of this week we have had a huge number of Amazon messages from buyers stating that Amazon are not providing pre-paid return labels (some getting annoyed as they don't understand we are forced to use Amazon returns and cannot opt out of Amazon's forced return system), but unpaid labels.
Our return settings have not changed and still state Amazon Pre-Paid label, but these are not being provided to buyers. Every return that we have had back this week has NOT had a pre-paid label.
We have reported to seller support who are utterly clueless as usual and are just sending cut and paste irrelevant replies.
Case ID 10041533762
Can someone from Amazon please escalate this as we are getting more and more annoyed buyers, and as we cannot opt out of the return system we cannot fix the issue with Amazon not providing customers with labels.
@Winston_Amazon@Maya_Amazon@Sarah_Amzn
12 replies
Seller_ZJhFeE3tNKzfh
Can't help with your issue (worst we get is that the Evri QR codes don't seem to work when the customer goes to scan them in the shop)
But you can opt out of the Prepaid Return Label Scheme
What if I want to opt out of APRL?
If you do not want to offer APRL, you can opt out any time from November 1, 2022, by contacting Selling Partner Support. This change will need up to three days to take effect. By opting out, you are still required to adhere to the new returns policy which means that, if you have a default return address in the UK, for all automatically authorised return requests within Amazon’s returns policy we request you either issue your own pre-paid return labels to customers or offer a returnless refund.
Seller_tRuvBEHDedp4q
I think the OP is correct - items in clothing have to offer free returns whatever the return reason. Unless there has been a recent policy change, it was not possible to opt out in that category. But yes the policy details now seems to imply you can opt out so I am no longer sure to be honest.
However, this scenario happened to me once on one particular SKU (a hat). With all my other SKU's, Amazon issued a pre-paid label. On this particular SKU they did not. In the end it came down to the weight/dimensions attached to the product. As these were too large, Amazon said they could not issue a standard returns label and I had to provide my own to send to customer. The item in question was a hat so well within courier parameters.
If you used Buy Shipping to get the outbound label, Amazon will use whatever weight/dimensions you used when you bought the label. If you did not use Buy Shipping, Amazon use the weight/dimensions attached to the ASIN.
So my advice is to check the settings for the ASIN as they may have changed, or your saved settings if using Buy Shipping.
One final piece of advice - the order of the dimensions you enter makes a difference. I cannot remember the exact formula Amazon use but they do not simply check the height, width, length. They use something like 2 * (height + width) + length and if this value is above 220 then they will not issue a label. So the ordering of the dimensions makes a difference. Lets say dimensions are 35 x 35 x 65
If you entered 65 x 35 x 35 then 2 * (65 + 35) + 35 = 235
However, if you entered 35 x 35 x 65 then 2 * (35 + 35) + 65 = 205
So although in both cases the actual volume of the parcel is exactly the same, because of the way Amazon calculate it the ordering of the dimensions makes a difference - hence one way they wont issue a label, the other way they will.
Seller_CK4uVgepFK2eb
Had the same problem today.
No settings have been changed at all
Returns are being auto-authorized still but no label is being provided. This is clearly an issue which could cause real frustration for both buyers and sellers.
Had I not inspected the returns I would have been oblivious to the fact no label was included, and so I have now created and attached labels. Thankfully in our case this was caught and rectified very quickly.
I'd recommend sellers dig into their returns to be sure that all customers have labels.
Simon_Amazon
Hello @Seller_sdciVpJlMHpt3,
Here Simon from Amazon, happy to try to help.
The team is aware of the issue and they will provide an answer on case ID 10041533762.
I will monitor the case but please let me know if you have any update from your end.
Best,
Simon
Seller_qaeFM8emsINcu
We had this issue once, some of our warehouse team had changed the weight of some items when they were in the "Buy Shipping" section of the order from 1 or 2 kg to 16kg+ (there was a fault where no labels were available for something under 15kg) but this stops a customer getting a pre-paid returns label as the max weight for Evri or RM is 15kg.
Check one of the orders where the customer hasn't been given a pre-paid label to see what the package weight was when the label was purchased.
