A problem with the Amazon returns system

bobcoates

I seem to have found a problem with Amazon's system for returning items.
It seems the only way now is to take it to a partner retailer or Post Office along with a QR code they give you and they sort it.

The problem is I tried the main Post Office and four retailers in my town and all came up with virtually the same response, "We can't accept it. The machine is broken. It's always breaking and the system is a real problem for us so we are closing our support for it.  The only way we accept returns now is  if they have the return label already printed and affixed".

Now that would be fine except Amazon appears to no longer offer the option of printing your own label. So what can you do?

I contacted Amazon and they couldn't find a way round it so offered me a refund without me returning the faulty item. That's great. But I'm loathed to buy anything expensive off Amazon now in case it's faulty and I can't return it.

Anyone else had this problem?

Flugelhorn

i have only been offered the options of printing the label myself or having it printed at the local shop (which worked) - can't amazon send you a link to print your own label?

bobcoates

Flugelhorn: Having it printed at the local shop is what I wanted, as Amazon didn't offer printing the label yourself.

But it seems the shops can no longer accept it.  I  have done this previously at the shop I went to today, but they and everyone else it seems, don't do it anymore.

Amazon send me a link to print my own label:  well I'd have been happy with that but they didn't offer it.

The problem therefore is, how am I supposed to return it.

RFW

bobcoates said:

I seem to have found a problem with Amazon's system for returning items.
It seems the only way now is to take it to a partner retailer or Post Office along with a QR code they give you and they sort it.

The problem is I tried the main Post Office and four retailers in my town and all came up with virtually the same response, "We can't accept it. The machine is broken. It's always breaking and the system is a real problem for us so we are closing our support for it.  The only way we accept returns now is  if they have the return label already printed and affixed".

Now that would be fine except Amazon appears to no longer offer the option of printing your own label. So what can you do?

I contacted Amazon and they couldn't find a way round it so offered me a refund without me returning the faulty item. That's great. But I'm loathed to buy anything expensive off Amazon now in case it's faulty and I can't return it.

Anyone else had this problem?

Do you know if it was a third party seller and not a Prime purchase?
Amazon usually have quite a few options for returns. There's usually a choice of options, including collection. It may depend on the size and value too. On more expensive items they tend to use DPD for returns.

bobcoates

It was a Prime (next day) delivery and the web page says "Sold by QUANWANG LTD, delivered by Amazon."

When I've returned things previously I've always selected the "print your own label" option and never had a problem.
With this item, this option was not available. The only option was to take it with a QR code to one of four places, none of which accept them anymore due to problems they were having with the system.

RFW

bobcoates said:

It was a Prime (next day) delivery and the web page says "Sold by QUANWANG LTD, delivered by Amazon."

When I've returned things previously I've always selected the "print your own label" option and never had a problem.
With this item, this option was not available. The only option was to take it with a QR code to one of four places, none of which accept them anymore due to problems they were having with the system.

Did you see what the return address was?

Returns tend to give various options including drop off and collection with print/no print variations. I've not heard of this before so wondering what's happened.
Another possibility is your location are you anywhere considered remote?

GadgetGuru

If you go through online chat, or actually speak to someone at Amazon, they can usually change it and email you a label to print yourself. 

bobcoates

There was no return address given or displayed.

I'm in central England so would in no way consider it a remote location.

I've had another delivery from Amazon and just to check I've gone through the process of returning it to see what options I have.

This item is sold and delivered by Amazon (a book).

The options I'm presented with are...

No box or label needed  -  Asda Store, Post Office, Evri Drop off

Box required, no label needed  -  Post Office/Royal Mail drop-off, Royal Mail Pick-up

These are the same options as previously and Asda, Post Office and Evri were all tried but all said they no longer accept them without a return label on.

There is no option to print out your own return label.

In a nutshell the problem is, Amazon no longer lets you print your own label and none of their delivery partners will accept it any longer without that label.

OVOcomputersaysno

so I have recently had problems returning low value items that have been supplied by Chinese suppliers and although amazon returns supposedly allow this the suppliers must block certain return reasons requested by AI . The return page allowed me to get as far as selecting drop-off location and then blocked me when I entered " no longer required " as return reason but when I changed this to " wrong item sent " it allowed me to print drops-off QR code . this is presumably because the supplier will still receive monies from amazon . I couldn't care who gets monies as long as I get my legitimate refund ; you may have to jump through these amazon hoops to get the outcome you're entitled to !   I use Amazon for approx 1 order a day so this may also have an effect on how Amazon handle my returns . 

RFW

OVOcomputersaysno said:

The return page allowed me to get as far as selecting drop-off location and then blocked me when I entered " no longer required " as return reason but when I changed this to " wrong item sent " it allowed me to print drops-off QR code . this is presumably because the supplier will still receive monies from amazon .

That's more to do with the law than anything to do with Amazon. If you receive a faulty item or one not as described in another way then it is the seller who will pay for the return. If you change your mind then the seller does not have to pay for return postage. There are some products that a seller can refuse a return on under change of mind returns.