Amazon CS Telling Customers To ask us to reproduce QR Codes?!
Hi Everyone,
I was wondering if anyone else has encountered this. We have maybe 1-2 tickets like this a week. To my knowledge, is there no way for us to redo an Evri return QR code? This has to be done by Amazon itself. If so, why is Amazon's customer service team forwarding complaints they should be dealing with to sellers??
Is anyone able to shine some light? Maybe we are just missing something here, where we can reprocess these QR codes?
Example AMZ message below!
Amazon CS Telling Customers To ask us to reproduce QR Codes?!
Hi Everyone,
I was wondering if anyone else has encountered this. We have maybe 1-2 tickets like this a week. To my knowledge, is there no way for us to redo an Evri return QR code? This has to be done by Amazon itself. If so, why is Amazon's customer service team forwarding complaints they should be dealing with to sellers??
Is anyone able to shine some light? Maybe we are just missing something here, where we can reprocess these QR codes?
Example AMZ message below!
10 replies
Seller_B2YoW9uS6JPc6
Hi,
We have the same issue, might be we missing something.
The QR codes are generated by Amazon and as a seller we do not have access to create or recreate these QR codes. We did get negative feedback due to this issue, which was technically not our fault and Amazon did not remove that feedback.
"Absolutely awful experience buying from this company. multiple QR codes for refund not working and seller unwilling to listen. Now I’m stuck with a pair of boots that don’t fit and no chance of a refund."
The above feedback left by the customer. We even provided the return label link to the customer and tried to resolve but customer prefer to leave us the negative feedback. We opened the case but the Amazon did not remove the feedback. Amazon seller support feels like robots.
Seller_QgnlRdJJaJLON
We had this as well.
Amazon operate on a a different planet to everyone else.
As another example, the survey question today was something like "How easy is it to speak to a real person at Amazon" What planet are they on - have they ever tried their own Seller Support ???
Seller_ZJhFeE3tNKzfh
Yep, seller support have been doing this for years at this point.
They just don't know the processes amazon have put in place, because the customer service simply don't have the breadth of training.
From our point of view, we were lucky as have our own Royal Mail return system and could provide QR codes.
All I'll say is amaazon will not change. If you don't have your own means of supplying a QR code I would go back and advise...
'Return labels are supplied by Amazon themselves. We do not have any means ourselves to provide a QR code unfortunately. I would advise you ask Amazon again to provide a QR code, or alternatively return the item at your own cost (agree a suitable method at a cost you are happy with) and we will refund you this cost if you can supply your proof of payment.'
Seller_ZQyopdiwkUHOZ
Used to get this all the time. Customer Service reps don't know how their system and policy works, so they just send the customer back to us.
I started telling customers to ask for the refund request to be cancelled and reset, that way they'd be able to open the return from scratch. Usually that worked, but occasionally, especially if the customer tries to full explain the situation to customer services, it would come back to us again.
Funny thing, since switching to providing the returns labels ourselves, we never get people asking for QR codes anymore. They just use the label.
Seller_Nprc5XWvdLYk9
it is possible for sellers to access the customer's return label from the returns screen.
Seller_fLJ3Hdgrt17Ze
Hello, Yes, we’ve been experiencing the same issue for quite some time now. Please let us know if anyone has found a solution or workaround to navigate this problem. Thank you all!
Seller_CJAn9FclIoBJn
We are dealing with the same - the customer asks Amazon CS for a new QR code as theirs does not work. Amazon CS send the email to us even though we do not generate the returns label. And round and round we go we just reply as if we were speaking to Amazon CS and say that we cannot help as we do not issue the label. If pushed we ask the customer to return and we pay their costs on top. They are usually not that happy about that either - next thing that happens is that they then start asking for a collection.... Pain in the back end Amazon CS are just trained to push it to the seller which that aggravates the customer as we cannot help!
Seller_5O5zhdG1GYxjg
We too are experiencing this more and more frequently.
We always reply to the customer explaining that the QR code is generated by Amazon and not something we can do - but of course they don't always believe us and get annoyed at us and leave negative feedback.
But ultimately we don't have a way to generate the QR code so always direct the customer back to Amazon, as Amazon need to fix this.
I may be delusional, but hoping that if it becomes a major task load for the CS Reps it might make Amazon take action.
