Free return?
When a customer asks for a free return are the wanting a refund without having to return the item or are they asking for a free return label? Amazon directed a customer to ask me for a free return. I intially told the customer that I can't do anything because it was auto authorized. He then replied the Amazon told him to contact me. I told him that I am not in the business of giving stuff away for free.
21 replies
Seller_9JJibZdWFZ9IB
Good day,
Make sure you account is set up that the customer covers the return shipping. We have the same thing and we have customers asking for free returns which means they want a free return label. We let them know that we do not have free returns and per our return policy the customer is responsible for return shipping. If they try to claim the site says free returns we explain that if the item is fulfilled by Amazon it may have free retruns but if it is fulfilled by the Seller than more than likely it won't be free returns. I try to word it nicely even if they are being beligerant because Amazon doesn't like it if you say I am not in the business of giving stuff away for free no matter how true it is.
Seller_GYBivd6QH6hzX
To be clear, the "Amazon directed me to..." line isn't actually the case. You'll sometimes get a message from "Amazon Customer Service" saying this or that, but all they're actually doing is transcribing what the customer told them.
The customer can open a return request through their order details page, and Amazon will provide a label (usually prepaid, but it will depend). That is the way, and the only way.
SEAmod
Hello @Seller_MyRvl9mYbqtNs
Thank you for visiting the seller forums.
As noted by another seller posting here, Amazon Customer Service responds to buyer questions regarding orders fulfilled by third party sellers. In doing so, they pass on to you the buyer's communication.
Alternatively, buyers may also contact you using the Buyer-Seller Messaging Service through Seller Central. Whether or not the order qualifies for a prepaid return mailing label, or a refund of the label cost, depends on the reason for the return.
Seller_WtOwWhtSrFjva
This is a trick. Once you do anything, then Amazon will not longer honor its policy. It is how they get free stuff. I bet you have not heard from them since you told them no.
Seller_xlf3vF516IRli
Since it's Auto-Authorized, they should have gotten a return label included in that authorization. What I would have responded with was:
"Per Amazon Policy, This order requires it to be returned to us before a refund can be issued. Since you have Requested and been provided a return label, there is nothing further for us to do on our end until we receive your order returned to us using that label. We are sorry, but we do not issue refunds without returning the merchandise. Anything the Customer Service Agent may have told you to the contrary is inaccurate, and we apologize for the confusion. Once we receive your returned item, we will process a refund. You can access that label by clicking on the order in question, and clicking "view return label & instructions". It will take you to the return label you have already requested for this order. Thanks and have a good day."
And end it there. Do not respond further on this subject. You will have provided them with all the information they need to return the item per policy.
Seller_ArJhBa0D5u08m
Amazon has created monsters with their 75 return reasons. Buyers just expect everything for free now, including the products themselves with the new "returnless refunds", where they get to keep the item, and their money. It's insane. Then we get a "return fee" from Amazon on top of losing the product and profit from sale. WHAT A TRUE SLAP IN THE FACE TO SELLERS. ONLY ON AMAZON do I get returns, to the tune of about $3500 a year. That adds up. No other venue we sell on do we go through the return extortion like here on Amazon. making money is easy on here. Keeping it is where we run into trouble. Buyers EXPECT free stuff on here. There's Tiktok videos and Youtube clips explaining in full detail on how to legally shoplift products off Amazon, using Amazon's own policies. Amazon clearly knows this, and still allow it and even encourages it. Now they are making an additional dollar off a return. THAT was their answer to curve returns. All it does it make Amazon an extra dollar on each item, doesn't help the seller in any way, we still lose our money. Fix what's obviously broke! You created the return monsters, FIX IT!
Seller_H0HMCByQU0Wmn
AMAZON EVERYTHING CHARGE TO SELLER. When you reclaim to amazon... Amazon seller support team is very low to give you solution. no phone to contact.
Seller_CW0P5hgbsiqWX
"Amazon directed a customer to ask me for a free return."
Don't Do It... Don't Do It... Don't Do It.
The buyer is correct, Amazon did instruct them to ask you, and here is why.
All those Safe-T claims submitted by sellers over the past year have been collected to sort out what Amazon calls, BAD APPLES. Those are the buyers who have been documented as abusing the Amazon return system. Those buyers are allowed to purchase on the site buy NOT return items on the site.
Amazon simply tells the buyer the item is not eligible for a return and contact the buyer to see if they will accept the return. Don't Do it.
We tell the buyer making the request that they did not pay us for the item, they paid Amazon. Amazon has provided them with a return system that must be followed. You must process your return thru the Amazon site. If Amazon is denying your return feel free to ask Amazon why this is happening.
We never here from them again.
Seller_A2YijVKZuCEdp
We let them know that we do not have free returns and that according to our return policy, the customer is responsible for return shipping
