Amazon Returns Issue
Hi There,
We are having an issue with customers using Hermes to return items in the UK. (Hermes is the only option Amazon offer fo returns at present)
Items (4 now) have gone missing and not reached us, customers are opening A-Z claims and winning, Amazon however have agreed not to let these affect our metrics, but still deducting the A-Z claim from us.
They have said Hermes is not their problem and we should speak to them, Hermes has said they cannot talk to us as Amazon is their customer, we are going in circles here.
Amazon Returns Issue
Hi There,
We are having an issue with customers using Hermes to return items in the UK. (Hermes is the only option Amazon offer fo returns at present)
Items (4 now) have gone missing and not reached us, customers are opening A-Z claims and winning, Amazon however have agreed not to let these affect our metrics, but still deducting the A-Z claim from us.
They have said Hermes is not their problem and we should speak to them, Hermes has said they cannot talk to us as Amazon is their customer, we are going in circles here.
0 replies
Seller_bhSWqoVh7Pn98
I had exactly the same issue this last week. It has been already highlighted as you say Amazon say contact Hermes, and Hermes say contact Amazon, so going around in circles and getting nowhere.
I wonder if @Jessica can assist, because, as you say Buyers are now winning A-Z Claims, and Hermes rightly say it is a parcel sent via Amazon Tier 5 Account, so Hermes say to contact Amazon to resolve and Amazon have to put in a loss claim (which then Amazon would be paid and not the Seller, and a maximum of £20 anyway).
The A-Z Claim our Buyer just won, also counted against us, which considering we never received a return, how can that be our fault. We should only have to refund when the return has been received back with us, and in tact (Hermes say that parcel was mislaid and now on the way to Amazon Warehouse as the default address on their system).
Previously, no Hermes claims were possible, as now, but A-Z Claims not being won. Now A-Z Claims seem to be the way Amazon Customer Services are reacting, which is unfair, as it should be if the parcel has not been delivered back to the Seller, then a refund should not apply.
Hermes is a terrible option to use for returns, but was Amazon’s choice, as such if any issues Amazon should sort out the claims, and pay the Sellers a bit like Safe-T Claims.
Amazon were using Royal Mail Tracked Returns 48 for parcels under 2Kg, which at least had £100 transit cover and a claim was possible. RM also had not needed a claim so far, as a far better parcel carrier.
But now all RMA authorised returns seem to be using Hermes (Amazon’s choice). Hermes have already damaged several items, and we had to raise with Amazon. Now, losing items, plus A-Z claims counting against Sellers even though they have not received the item/s.
Any other Seller resolved these issues?
Seller_JdozeOAZofvET
why can’t they just use another service?
someone returned blink camera to me cause it went half price the next day, they paid £11 for guaranteed next day and got here day after, but they just sent it to the address i sent them on a message.
Seller_NoMNQDGnEW5Bx
And when you actually do get them back hermes leave them on your back doorstep in the pouring rain so yesterdays return is a soggy mess I’m currently trying to dry out before seeing if it’s still in new condition 
Seller_B4VbHpnDLDLAU
Unfortunately this has been going on since it all began. And Amazon will not respond in here.
We’re having daily emails now with
- Slow returns arriving back
- customer claiming they can’t get a QR code to scan, we state it’s not our account then CS email to ask us to re issue the label that we have no access to.
- buyers state they have no Hermes drop of point near them.
- buyers state they have no printer so can’t print off,
- and as above the claims are round in circles
But Hermes are correct it’s not our account to claim.
I honestly feel until a number sellers start writing physically with LBA to retrieve funds from amazon that this will be the norm. As cases Via here go unnoticed.
It’s a horrid system for all, and it’s being abused massively
Seller_68Z4Z2pEilwLE
No Sorry , removed my listings when this policy came in
( Has anyone else noticed , that they have removed the inventory report , so you cant even exclude high value items )
