Issue with Buyer Return
Buyer requested return of a book because "bought by mistake." Amazon issued a return label. The book has not been received. The post office says the tracking number was never scanned. Seller support that I should file a claim with the carrier (USPS), but I assume it was returned Media Mail, so a claim will go nowhere. Do I have to issue a refund under these circumstances? I have not contacted the buyer.
Thanks for any help.
Issue with Buyer Return
Buyer requested return of a book because "bought by mistake." Amazon issued a return label. The book has not been received. The post office says the tracking number was never scanned. Seller support that I should file a claim with the carrier (USPS), but I assume it was returned Media Mail, so a claim will go nowhere. Do I have to issue a refund under these circumstances? I have not contacted the buyer.
Thanks for any help.
10 replies
Seller_Hi7wbO2Kbo6bl
If Amazon issued a return label it will not be for Media Mail.
Formerly the rule of thumb was if Amazon believes it to be under one pound, the return was USPS First Class package. Over that weight and they go through UPS.
I have not yet learned if Amazon switched to Ground Advantage for the light packages.
I advise you not to refund unless you receive the book back. It sounds as if they buyer has not bothered to send it.
Seller_qTJiCxRI8PpIZ
No, you do not have to refund unless the buyer returns the book. If the label was never scanned they may have gotten lazy and decided not to bother returning it. That has happened to me many times before.
Seller_RvUi5iXjTxcNb
There are some customers who submit a return request but never actually return it to a carrier. It happens. In this case, if you've gotten nothing back yet. You don't refund. But you should in preparation, message the customer to see if you can reach them. Or if you can still call them about it, if Amazon hasn't already redacted their contact number to to the customer. I would leave a message to check up on their status of reshipping the return. Just to show you have good faith in servicing them. And if they don't reply but later do an A-to-Z, at least you have proof you tried.
Seller_waD5es6ha7259
You are not obligated to do anything with the buyer. They must return the item. If they don't, then just wait, it will fall off in about 30-32 days and be no refund.
The worst is what I just had. Buyer requested a replacement. I didn't notice it was a replacement order and shipped it with the rest of my orders.
Buyer has failed to return the original item and now has both (one paid for and one free). Have to wait until the return falls off to file a claim for original not returned.
Seller_NaEy7NOsIT9d8
And roughly half of those requesting a return never follow through and send the thing back. So don't be in a rush to refund.
Seller_WVzHFA6EjPZX3
DO Not Refund until it is returned to you and you inspect book to make sure it is even correct item. 50% of customers never return items they open claim on, a lot of them will open a return hoping seller has a refund with out return policy and they will get their money back and keep item. This just encourages more bad behavior buy customers. Never refund on a return unless you dont care and dont want item back, even if customer opens an A-Z Claim if they have not returned item, you can respond to Amazon with NO RETURN NO REFUND and request they close claim since buyer did not return item just attach the tracking number to the claim, if they do their work they will see no scan by USPS for the return tracking and case will close in your favor.
Seller_LyYw7fQRKc5G7
Until you have positive tracking on a return, do not refund.
Amazon will often refund on RFS(refund at first scan) of the return label. You will need to read up on RFS for the details.
