Manual return request automatically refunded by Amazon
i got this email from Amazon for a return request by a buyer. Even if i didn't take any action Amazon refunded the buyer without my consent and also the buyer didn't return the item. I'm so called enrolled in Amazon US' return policy so Amazon provides prepaid label to customer for the return but in my case he didn't return it and i ask Amazon why! And i got this response. Why my item was refunded without returned?
We understand your concern about the return on Order ID - 112-1876995-1809035.We certainly understand how important it is for your business. We apologize for any inconvenience caused to you. We're committed to providing you with required support. Based on your previous correspondence, we understand that the buyer did not return the product to you but was refunded.In that case, please know that Amazon automatically authorizes US return requests that fall within Amazon’s return policy, including items with seller-filed SKU exemptions from the Prepaid returns for seller-fulfilled orders. Return requests that are out-of-policy or category-exempt will be sent for manual authorization.When a buyer requests a return, Amazon will send you an email stating the reason for the return. If the buyer's request does not comply with our return policies, we will inform you in the email.Note: You must respond to return requests that require manual authorization within 24 hours. You are required to issue a refund within two business days of receipt of a return. If you do not take action regarding the refund, Amazon may refund the buyer on your behalf and charge the amount to your seller account. In addition, if you refuse to accept the return of an item and Amazon determines that it is materially different, you might be held responsible for any A-to-z Guarantee claim or chargeback dispute that is filed.Additionally, please know that Refunds are a permanent action and cannot be reversed by Seller Support.For more information on seller-fulfilled returns, go to "Manage returns":https://sellercentral.amazon.com/help/hub/reference/G200708210Please know that we strive to put in our best to help you make selling a better experience, however there are situations where we have to express our inability to meet your requirements and expectations.We apologize for any inconvenience and appreciate your diligence in understanding the Amazon policies and procedure.To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
Manual return request automatically refunded by Amazon
i got this email from Amazon for a return request by a buyer. Even if i didn't take any action Amazon refunded the buyer without my consent and also the buyer didn't return the item. I'm so called enrolled in Amazon US' return policy so Amazon provides prepaid label to customer for the return but in my case he didn't return it and i ask Amazon why! And i got this response. Why my item was refunded without returned?
We understand your concern about the return on Order ID - 112-1876995-1809035.We certainly understand how important it is for your business. We apologize for any inconvenience caused to you. We're committed to providing you with required support. Based on your previous correspondence, we understand that the buyer did not return the product to you but was refunded.In that case, please know that Amazon automatically authorizes US return requests that fall within Amazon’s return policy, including items with seller-filed SKU exemptions from the Prepaid returns for seller-fulfilled orders. Return requests that are out-of-policy or category-exempt will be sent for manual authorization.When a buyer requests a return, Amazon will send you an email stating the reason for the return. If the buyer's request does not comply with our return policies, we will inform you in the email.Note: You must respond to return requests that require manual authorization within 24 hours. You are required to issue a refund within two business days of receipt of a return. If you do not take action regarding the refund, Amazon may refund the buyer on your behalf and charge the amount to your seller account. In addition, if you refuse to accept the return of an item and Amazon determines that it is materially different, you might be held responsible for any A-to-z Guarantee claim or chargeback dispute that is filed.Additionally, please know that Refunds are a permanent action and cannot be reversed by Seller Support.For more information on seller-fulfilled returns, go to "Manage returns":https://sellercentral.amazon.com/help/hub/reference/G200708210Please know that we strive to put in our best to help you make selling a better experience, however there are situations where we have to express our inability to meet your requirements and expectations.We apologize for any inconvenience and appreciate your diligence in understanding the Amazon policies and procedure.To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
0 replies
Seller_XSqPquQH4FvW1
Apparently you didn't reply to the buyer within 24 hours & authorize the return.
Tatiana_Amazon
Hi @Seller_ki9CDMD9M6QlP,
Thanks for bringing your question to the Seller Forums -- I just wanted to clarify a few points and provide a bit more information on what may have happened:
1. To ensure a consistent return experience for our customers, we do require all sellers to comply with the Amazon returns policy and in most cases, prepaid return labels are required and automatic. You can learn more about that policy here.
2. For certain product types, a manual return authorization might be required. As stated in the correspondence with Seller Support, you have 24 hours to respond to an authorization request. Sellers are still required to follow the Amazon Return policy for returns requiring manual authorization. There will be two options for processing this type of return:
- You will be prompted to either use the Return Merchandise Authorization (RMA) number generated by Amazon or enter a custom RMA number of your own.
- When you approve a buyer's return request, you will have the option to use either an Amazon generated unpaid return label, or upload your own custom prepaid return label. For more information, go to Upload a prepaid return label.
You can visit this help page on Authorizing Returns for more information on the process.
3. To clarify the point above, Amazon provided a prepaid label and processed the refund on your behalf because the manual authorization process was not followed within 24 hours. If the return is authorized within 24 hours and one of the options in point is chosen for processing, then Amazon will not intervene by providing a prepaid label.
I do hope the information above helps clarify the situation. To reiterate, it is extremely important to respond to and authorize return requests within the given timeframe to mitigate any confusion.
Let me know if you have any questions.
Tatiana
