Are pre-paid return labels must?
Do I have to provide pre-paid return labels for my FMB returns (shipping internationally to Canadian customers)? I am a bit confused here, because:
1. I understand that as a general rule, For items not directly sold or fulfilled by Amazon, the customer may need to pay for return shipping, depending on the seller’s policy.
2. On the other hand, on Amazon.ca, it says the customer can request an A-to-Z Guarantee Refund if they wanted to return an item but the seller didn't provide one of the following:
- A return address within Canada.
- A prepaid return label (with a valid tracking ID).
- A full refund of the item without asking you to return the item.
So basically in order to avoid A-to-Z claims, sellers have to provide prepaid return labels regardless what our seller's policy says.
Is that correct?
Are pre-paid return labels must?
Do I have to provide pre-paid return labels for my FMB returns (shipping internationally to Canadian customers)? I am a bit confused here, because:
1. I understand that as a general rule, For items not directly sold or fulfilled by Amazon, the customer may need to pay for return shipping, depending on the seller’s policy.
2. On the other hand, on Amazon.ca, it says the customer can request an A-to-Z Guarantee Refund if they wanted to return an item but the seller didn't provide one of the following:
- A return address within Canada.
- A prepaid return label (with a valid tracking ID).
- A full refund of the item without asking you to return the item.
So basically in order to avoid A-to-Z claims, sellers have to provide prepaid return labels regardless what our seller's policy says.
Is that correct?
3 replies
Seller_7LrAV0m5llaI7
You don't have to provide a prepaid return label to a Canadian Customer on the Canadian Marketplace, but you do have to provide a Canadian returns address if you are shipping internationally to a Canadian customer.
"if they wanted to return an item but the seller didn't provide one of the following"
-A return address within Canada.
-A prepaid return label (with a valid tracking ID).
-A full refund of the item without asking you to return the item.
So basically in order to avoid A-to-Z claims, sellers have to provide prepaid return labels regardless what our seller's policy says.
It's "one of the following".
Josh_Amazon
Hello @Seller_sDpmZ4w4PDYa1,
Josh here from Amazon. Thanks for contacting our Forums!
Adding to @Seller_7LrAV0m5llaI7's post, you can also reference the Returns to Third-Party Sellers help page on Amazon.ca which says the following:
"Third-party sellers are encouraged to respond to customer return requests within 24 hours. Sellers must:
- Provide a return address within Canada (sellers may or may not refund your return shipping costs);
- Provide a return address outside of Canada and refund your return shipping costs; or
- Offer you a full refund without requesting that the item is returned.
If a seller does not offer these methods to return your items, you may file an A-to-z Guarantee claim to seek help with your return."
You can also go to the following resources for more information:
Returns, refunds, cancellations, and claims
I hope this information helps. In case you need further support you can always reach out to our Seller Support team.
Kind Regards,
-Josh
