Seller says they returned something, not arrived and no tracking. Amazon telling me to refund anyway
So the title really
Customer says they returned an item, I don't have it, I asked for tracking number they don't have one but thinks they got a label off Amazon
Spoke to live chat and they told me to refund and fill out a safe-T claim and the safe-T claim
I have never heard of this before
Any ideas?
Seller says they returned something, not arrived and no tracking. Amazon telling me to refund anyway
So the title really
Customer says they returned an item, I don't have it, I asked for tracking number they don't have one but thinks they got a label off Amazon
Spoke to live chat and they told me to refund and fill out a safe-T claim and the safe-T claim
I have never heard of this before
Any ideas?
10 replies
Seller_ZJhFeE3tNKzfh
DO NOT refund yourself and try to Safe-T claim. It won’t let you as you will have refunded yourself. @Winston_Amazon another case of seller support giving this incorrect advice.
If the customer has used an Amazon label, then first check if refund at first scan has taken place. You can also find the return in Manage Returns which will show the tracking code for the label generated and where it is in the system.
At this point it will depend upon what the return status is.
If it indicates the label was never used then you can respond as such. If the item has been returned but lost by the courier you would need to refund the customer then claim for the loss via the courier. You will likely find this is not an easy process.
Seller_ClXXrSNsyNxyN
Thanks all I can see on the returns page that it is a Hazmat return(?) and that I have not authorised a label
Seller_ClXXrSNsyNxyN
Sorry the only details it has are :
Postage label details:
Label Type: Address label
Overall Return Information
Order Date: 24 June 2024 22:03:39 BST
Request Date: 04 July 2024 15:40:43 BST
Approval Date: 04 July 2024 15:40:43 BST
Total Order Value: £38.99
Delivery Address: removed
Return Address removed
Seller_ZJhFeE3tNKzfh
if it was hazmat then it won’t have generated an amazon prepaid label, though you should more than likely been advised to approve the return yourself and either provide a return address or a label depending on the return reason.
That being said it looks like Amazon did provide an unpaid address label, so if the customer has just stuck that in a postbox it won’t have gone anywhere. If the customer has no proof of actually sending the return, then there is little they can do. Your line would be you have not received the return and to request they provide a proof of postage and tracking number.
Seller_ClXXrSNsyNxyN
Your line would be you have not received the return and to request they provide a proof of postage and tracking number.
Cheers this was the line I am taking but that live chat did not help
Seller_B1ACPItaAiHWQ
i would only refund when i have the item back for inspection in my hand ! almost all packages are insured with any courier and most of them have basic tracking on parcels.... so it will be ther issue to take up with ther courier to get a refund on ther lost item.
Seller_hn7XSYWaxjJOq
don’t refund as you will not get your money back on a safe T claim. I have had a return with Amazon tracking and it confirms it was never delivered back to me tried az and Amazon refused as it was not their responsibility
Seller_2BSBgE3FJzlK4
if you havent received the return, do not refund. simple.
Sarah_Amzn
Hello @Seller_ClXXrSNsyNxyN,
I'm Sarah with Amazon.
We're hosting an "Ask Amazon" event with the Safe-T team on September 10th.
You can find more details here.
We invite you to participate and ask questions about Safe-T processes and get expert replies.
Kind regards,
Sarah.
