Refunding of item but not return cost due to customer order error.
I had a customer order a game from me but it is for the wrong system so he has returned it. Got this back this morning so how do I go about not refunding the return postage cost (£3.35) as in my opinion this is his error? I've added a screenshot as to be honest it is as clear as mud what has already been refunded or not. Thank you for your help in advance.
Refunding of item but not return cost due to customer order error.
I had a customer order a game from me but it is for the wrong system so he has returned it. Got this back this morning so how do I go about not refunding the return postage cost (£3.35) as in my opinion this is his error? I've added a screenshot as to be honest it is as clear as mud what has already been refunded or not. Thank you for your help in advance.
0 replies
Seller_ZVAz3d5lZuGid
I think, though not 100% sure as never had to do it - that you need to open a Safe-T claim.
Seller_ZJhFeE3tNKzfh
first of all, has the customer actually returned the item?
Standard practice is
- Customer opens a return request
- Amazon provide a prepaid return label
- Customer returns and is refunded at first scan
Looking at the above the customer has been refunded through first scan, but Amazon have deducted the label value (I think). It’s showing you could still refund the return shipping of £3.35, so there’s nothing more to do.
Seller_ZQyopdiwkUHOZ
Did it receive a refund on first scan?
It should have in theory, in which case Amazon should already have deducted the return postage from the refund and you don't need to do anything.
If the customer selected an incorrect return reason to get the return for free, you need to open a Safe-T claim demonstrating the Buyer selected the wrong return reason to reclaim the postage.
The missing refund amount there seems to be the £3.35 that Amazon say is the price of the return label, so I don't think you need to do anything. That seems right. I don't have personal experience though, as all our items are fashion, so have free returns for any reason.
