Amazon return

raspo

Hi all

I sold a fairly expensive used item on amazon (£300) and the buyer wanted to return it since it was a gift and the intended recipient didn't want it. SInce it was fulfilled by me (I delivered it), amazon sent the buyer an hermes label to ship the item back to me. It was received at a parcel shop and never went anywhere, and now hermes says it must be lost. Of course the buyer wants a refund. To me that sounds like I should be able to make a claim for the value of my lost item - because surely if amazon promotes the buyer returning my goods via some uninsured means, then amazon is responsible for it? Any help gratefully received

RFW

raspo said:

Hi all

I sold a fairly expensive used item on amazon (£300) and the buyer wanted to return it since it was a gift and the intended recipient didn't want it. SInce it was fulfilled by me (I delivered it), amazon sent the buyer an hermes label to ship the item back to me. It was received at a parcel shop and never went anywhere, and now hermes says it must be lost. Of course the buyer wants a refund. To me that sounds like I should be able to make a claim for the value of my lost item - because surely if amazon promotes the buyer returning my goods via some uninsured means, then amazon is responsible for it? Any help gratefully received

What have Seller Support said?

I can't tell from this if you have contacted them. If the seller ends up with an AtoZ Guarantee claim then you'll find it much trickier to get your money back.

BelMalinois

This has happened to other sellers and all you'll get is £20 compensation plus the return label cost back from Hermes. Amazon will do nothing except refund the buyer from your funds if they open an A-Z claim.

You can opt out of automated returns for high value items to ensure this doesn't happen again. When you say it was dropped off at a Parcel Shop, was this a shop or a locker? One scam is scanning returns at a locker but not putting them inside - buyer gets automatic refund.

raspo

Amazon is insisting that they only gave the buyer a preprinted label w my address, but that it was not paid for, and that the buyer had to pay to send it. I am sceptical because the buyer wrote to me to contact Hermes - if I paid to send something back I wouldn't be contacting the other party to chase it up. If amazon sent them a prepaid label to send a £300 item back w no or minimal compensation, shouldn't they (under law - in a perfect world) be responsible for returning goods insured so that my goods were not at risk due to them?

raspo

BelMalinois said:

This has happened to other sellers and all you'll get is £20 compensation plus the return label cost back from Hermes. Amazon will do nothing except refund the buyer from your funds if they open an A-Z claim.

You can opt out of automated returns for high value items to ensure this doesn't happen again. When you say it was dropped off at a Parcel Shop, was this a shop or a locker? One scam is scanning returns at a locker but not putting them inside - buyer gets automatic refund.

I think the Hermes tracking says:

Parcel from Amazon MFN Tier 5
We've received your parcel from the Parcel Shop and it's on its way

The whole thing has seemed a bit funny to me, as it was a used clothes steamer sold, and the fairly young buyer said it was being returned because it was purchased as a gift and the recipient didn't want it.It was only used once and so was expensive compared to most used ones, but maybe that is me being suspicious. But I hand couriered it because something about it didn't seem right, and then when they returned it, I wasn't surprised, then (surprise) it went missing. So somehow I am not shocked to think people are leaving things outside parcelshops etc. I wonder if Hermes will give me all the details - since I didn't arrange it and it looks like it was arranged by amazon.

raspo

RFW said:

raspo said:

Hi all

I sold a fairly expensive used item on amazon (£300) and the buyer wanted to return it since it was a gift and the intended recipient didn't want it. SInce it was fulfilled by me (I delivered it), amazon sent the buyer an hermes label to ship the item back to me. It was received at a parcel shop and never went anywhere, and now hermes says it must be lost. Of course the buyer wants a refund. To me that sounds like I should be able to make a claim for the value of my lost item - because surely if amazon promotes the buyer returning my goods via some uninsured means, then amazon is responsible for it? Any help gratefully received

What have Seller Support said?

I can't tell from this if you have contacted them. If the seller ends up with an AtoZ Guarantee claim then you'll find it much trickier to get your money back.

RFW said:

raspo said:

Hi all

I sold a fairly expensive used item on amazon (£300) and the buyer wanted to return it since it was a gift and the intended recipient didn't want it. SInce it was fulfilled by me (I delivered it), amazon sent the buyer an hermes label to ship the item back to me. It was received at a parcel shop and never went anywhere, and now hermes says it must be lost. Of course the buyer wants a refund. To me that sounds like I should be able to make a claim for the value of my lost item - because surely if amazon promotes the buyer returning my goods via some uninsured means, then amazon is responsible for it? Any help gratefully received

What have Seller Support said?

I can't tell from this if you have contacted them. If the seller ends up with an AtoZ Guarantee claim then you'll find it much trickier to get your money back.

Seller support said they just sent the buyer a label with my address which the buyer will have had to pay to send (they said this after I contacted them asking them (amazon) them making a claim on the shipping they -amazon- arranged. They also suggested it is only fair the buyer gets reimbursed, as the buyer has returned the item, to which I responded that I have had buyers return empty boxes, and this was a higher cost item and the item needed to be returned to me to be refunded.

The buyer has not yet started an A to Z, but then I have messaged them saying that I need the information, receipt etc. so that I can make a claim with Hermes.

I don't really care about my situation with the buyer or amazon and I would be happy to start a small claim against the buyer if they file A to Z or amazon, if it turns out they sent a prepaid label to my buyer, which didn't insure the goods. People must try this?

BelMalinois

To find out whether this was a label purchased through Amazon click on:

Reports, Payments, Transaction View, then Delivery labels purchased on Amazon

It will show there under the order number if you supplied the label.

You can also view the order number in "returns", click "Edit Authorisation" and the Hermes label will show there.

Go to the Hermes website and input the tracking number there to see what shows.  Auto returns have been on amazon for a few months now so this definitely looks like you've paid for the label. 

raspo

BelMalinois said:

To find out whether this was a label purchased through Amazon click on:

Reports, Payments, Transaction View, then Delivery labels purchased on Amazon

It will show there under the order number if you supplied the label.

You can also view the order number in "returns", click "Edit Authorisation" and the Hermes label will show there.

Go to the Hermes website and input the tracking number there to see what shows.  Auto returns have been on amazon for a few months now so this definitely looks like you've paid for the label. 

Okay, there is no charge to me for the return. So amazon must be right that the buyer was sent a label with my address, which they had to get to Hermes somehow with some sort of payment or they wouldn't have accepted it?

Is there any chance Hermes took the item with the label and is waiting for someone to pay for it? It has a tracking number however - no one issues a tracking number without a payment? Even if it's for something tied to an amazon return?

BelMalinois

Is a return open on Amazon? If so unless you specially exempted the item from automated returns, a return label will have been automatically authorised. If a return is open does the Hermes tracking number show (click edit authorisation to view it)?

You state that it shows "Parcel from Amazon MFN Tier 5". I've only seen this when the label has been paid for under authorised returns labels.

raspo

It does not show under the area you told me to check (Reports, Payments, Transaction View, then Delivery labels purchased on Amazon) any order number relating to this order. The last one was an order in August. But the tracking on Hermes does show "Parcel from Amazon MFN Tier 5"

It doesn't sound right. When I get home I can upload screen shots.

raspo

Here are the delivery labels detailed - for all settlement periods. This just happened in October and you can see the last one was in August.