Amazon return

RFW

raspo said:

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?

You need to contact Seller Support further on this before an A to Z claim is raised.
Get on to live chat, that's the best option to get specific help. If they're wishy washy ask for it to be referred to a supervisor/manager.

Seller Support aren't always useful but they're your best option at this time.

If you want to try and get taken a little more seriously you can try Tweeting the problem to Amazon help who will refer you to an email address that may get you a little better support.

You need clarification on whether the postage was paid for and tracking details. You also want Amazon to reassure you that you won't be out of pocket for either their, the buyer's or Hermes' error.

raspo

RFW said:

raspo said:

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?

You need to contact Seller Support further on this before an A to Z claim is raised.
Get on to live chat, that's the best option to get specific help. If they're wishy washy ask for it to be referred to a supervisor/manager.

Seller Support aren't always useful but they're your best option at this time.

If you want to try and get taken a little more seriously you can try Tweeting the problem to Amazon help who will refer you to an email address that may get you a little better support.

You need clarification on whether the postage was paid for and tracking details. You also want Amazon to reassure you that you won't be out of pocket for either their, the buyer's or Hermes' error.

The buyer wrote and told me that amazon sent them a label, they printed it, put it on the box and dropped it at a parcel shop.

On my amazon account I have not been charged for the return. I wrote to the buyer to ask if they had to pay anything for the return.

Thanks for advice to tweet - I may try that, although I wish I knew for sure first who paid for the shipping - to me it looks like thus far I have not been charged, and I suspect the buyer didn't pay either.

raspo

I've confirmed with the buyer that they were sent a prepaid label and just dropped the parcel off - looking at amazon seller pages the intention is that amazon is going to charge me for that return postage at some point. The question is why amazon would ever put people into the position of having their goods at risk. This should be something you opt into, not out of. What positive is there to potentially losing your item?

BelMalinois

You only get charged for the label when it gets a first scan so if a buyer never drops a parcel off the label, whilst generated, never gets charged to you. I assume you have clicked on the tracking details in the return i.e. the tracking number that shows under the return rather than a tracking number the buyer may have given to you? Apart from a glitch that's the only thing I can think of.

raspo

BelMalinois said:

You only get charged for the label when it gets a first scan so if a buyer never drops a parcel off the label, whilst generated, never gets charged to you. I assume you have clicked on the tracking details in the return i.e. the tracking number that shows under the return rather than a tracking number the buyer may have given to you? Apart from a glitch that's the only thing I can think of.

The tracking does it show it dropped at the parcelshop and then one move, I think, but there is no charge for it on my account. And the tracking number on the stuff the buyer sent matches inside the seller central thing on amazon. So based on what you are saying, I should have been charged for it, but haven't, it seems.

RFW

raspo said:

The buyer wrote and told me that amazon sent them a label, they printed it, put it on the box and dropped it at a parcel shop.

On my amazon account I have not been charged for the return. I wrote to the buyer to ask if they had to pay anything for the return.

Thanks for advice to tweet - I may try that, although I wish I knew for sure first who paid for the shipping - to me it looks like thus far I have not been charged, and I suspect the buyer didn't pay either.

I mostly use FBA and rarely get a return when using FBM so I''m not overly familiar with that side of it.
However, who paid for postage doesn't really matter at this stage.
For there to be a refund Amazon and/or the buyer should have to show that the item has been returned to you.
If there is tracking that it was collected but not delivered then the refund should be down to Amazon if they provided the buyer with the postage.

If there is a problem between the buyer and Amazon has to who paid for postage then that's their problem.

I wouldn't be confusing Seller Support with details of who you think may have or should have paid, Seller Support are usually confused as a default setting so no need to add to it!

For Seller Support you want to tell them that buyer says they have returned item but there is no tracking that you have seen and you certainly haven't received the item. So from there you want their reassurance that no funds will be taken from you to fund a refund.

raspo

RFW said:

raspo said:

The buyer wrote and told me that amazon sent them a label, they printed it, put it on the box and dropped it at a parcel shop.

On my amazon account I have not been charged for the return. I wrote to the buyer to ask if they had to pay anything for the return.

Thanks for advice to tweet - I may try that, although I wish I knew for sure first who paid for the shipping - to me it looks like thus far I have not been charged, and I suspect the buyer didn't pay either.

I mostly use FBA and rarely get a return when using FBM so I''m not overly familiar with that side of it.
However, who paid for postage doesn't really matter at this stage.
For there to be a refund Amazon and/or the buyer should have to show that the item has been returned to you.
If there is tracking that it was collected but not delivered then the refund should be down to Amazon if they provided the buyer with the postage.

If there is a problem between the buyer and Amazon has to who paid for postage then that's their problem.

I wouldn't be confusing Seller Support with details of who you think may have or should have paid, Seller Support are usually confused as a default setting so no need to add to it!

For Seller Support you want to tell them that buyer says they have returned item but there is no tracking that you have seen and you certainly haven't received the item. So from there you want their reassurance that no funds will be taken from you to fund a refund.

But they have already said the buyer duly sent the parcel, so really should receive a refund. I can say I haven't gotten the return certainly, and not refund, but won't the buyer just file A to Z? So far I am letting the buyer know that I am speaking with amazon to try and resolve this, so they don't file.

raspo

They have come back and said that the selling partner can file a claim with the carrier (Hermes - so £20) and that I can exempt high value items from this system.

I am going to chat with my solicitor friend soon, but I suspect he is going to say that these are onerous terms, to allow someone to not protect your property - and that they should be opted into, not opted out of. Why would anyone want their assets put at risk by amazon. This makes no sense.

But I am worried I am getting off track getting selling support to help me resolve this instead of preparing for a legal argument.

RFW

raspo said:

But I am worried I am getting off track getting selling support to help me resolve this instead of preparing for a legal argument.

You seem to be jumping to conclusions based on anecdotal experience of others. Seller support, or higher, at this stage, are the only ones who can resolve this one way or another. As far as I can tell you aren't currently out of pocket. You should be doing as much as possible within Amazon to make sure that remains the case.
It's wise to keep all documentation related to this but until you're actually out of pocket I can't see why you would be considering legal action. Even on an AtoZ claim you have a right to contest (admittedly not very long) and then appeal if it goes against you.

raspo

RFW said:

raspo said:

But I am worried I am getting off track getting selling support to help me resolve this instead of preparing for a legal argument.

You seem to be jumping to conclusions based on anecdotal experience of others. Seller support, or higher, at this stage, are the only ones who can resolve this one way or another. As far as I can tell you aren't currently out of pocket. You should be doing as much as possible within Amazon to make sure that remains the case.
It's wise to keep all documentation related to this but until you're actually out of pocket I can't see why you would be considering legal action. Even on an AtoZ claim you have a right to contest (admittedly not very long) and then appeal if it goes against you.

Yeah, sorry to give the impression I am taking legal action. I am just thinking ahead. It's true that I am basing on anecdotal experiences of others - but I think it's more likely that the anecdotal experiences are very similar. 

Amazon have already essentially said that if I cared about my merchandise, I could have specifically exempted it from their policy which is to ship things with almost no compensation cover.

I'm not sure what else to say other than your suggestion, which is that I have not received my item in return, and when I do, I will be most happy to refund. Then they are going to say again that I can claim my £20 from Hermes and that I could have exempted my item from their policy which default is that my merchandise is in peril. The buyer is ultimately going to file an AtoZ because they returned the item via amazon. They won't think it's their fault Hermes lost the parcel. 

Isn't the whole point of A to Z that the buyer will never be out of pocket? Who is the other pocket? Amazon can just take money away from me. 

The only thing to stop any of this happening is being able to say something to them to convince them that they shouldn't do what they normally do, and I can't think what that would be, apart from the fact that of course I don't agree to my goods being put at risk by default because that's better for amazon. But that's how their solicitors write their policy.

What would you do? Keep repeating that you are most happy to give a refund when the goods are returned? And then figure out what to do next when they take the money an A to Z?