Amazon not providing buyers prepaid return labels
I am FBM and as of about a month ago I noticed that for whatever reason about half of my return requests are not being provided a prepaid return label by Amazon even though my settings allow for every return to receive one. Once a buyer opens a return and I look at the return in "Manage Returns" and click on "More Information" and tracking status about half of the returns show a tracking number (via the prepaid label automatically generated) and the other half show "tracking status not available" which are the ones that aren't getting the labels correctly. There is no rhyme or reason as to why some are getting and some aren't (ie value of item) and this has only been happening for about a month and has since resulted in an A-Z claim and negative feedback for two separate orders. Not sure why I even bother reaching out to seller support as the first rep told me the buyer had to contact USPS and the second said Amazon will mail them a label for a "small fee." Can someone help me figure this out?
Amazon not providing buyers prepaid return labels
I am FBM and as of about a month ago I noticed that for whatever reason about half of my return requests are not being provided a prepaid return label by Amazon even though my settings allow for every return to receive one. Once a buyer opens a return and I look at the return in "Manage Returns" and click on "More Information" and tracking status about half of the returns show a tracking number (via the prepaid label automatically generated) and the other half show "tracking status not available" which are the ones that aren't getting the labels correctly. There is no rhyme or reason as to why some are getting and some aren't (ie value of item) and this has only been happening for about a month and has since resulted in an A-Z claim and negative feedback for two separate orders. Not sure why I even bother reaching out to seller support as the first rep told me the buyer had to contact USPS and the second said Amazon will mail them a label for a "small fee." Can someone help me figure this out?
17 replies
SEAmod
Hello @Seller_aJh3Eq80eI1gn
I am here to help. You are right. Amazon does not always provide a prepaid return label which results in a buyer refund at first scan by the carrier. Refer to the help page linked below for detail information.
- https://sellercentral.amazon.com/help/hub/reference/G200708210
Specifically, pay close attention to the section titled Return authorization which section reads as follows:
- 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. For more information, go to Authorize a return request.
Of note in that section excerpted above, we at times will send return requests to you for manual authorization, as follows:
- 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.
The bottom line is that you should monitor the Manage Returns page in Seller Central to be sure you are handling manual authorizations in a timely manner. We ask you to do so in 24 to 48 hours. If you don't issue your manual authorization, then Amazon will refund the buyer.
Susan
Seller_XBEzQ87CxcDUV
Hey @Seller_aJh3Eq80eI1gn, I think I may have discovered the reason for these lack of prepaid return labels. Are your returns set up to go to a PO Box? If so, Amazon might not be providing those prepaid return labels for return items over 1 LB. It looks like Amazon may have switched to UPS exclusively for returns exceeding 1 LB and if that is the case, they might not be able to generate a UPS label for a PO Box. We are set-up for a PO Box return address as well. I went through all of my returns and the items under 1 LB *ARE* generating Amazon Prepaid Return Labels and the ones over 1 LB *ARE NOT*. Could that be the case with you?
Seller_9PcsTCN0ancqb
We are experiencing the same thing. @SEAmodI agree with you that it seems to be a pattern for products over $100.
Freight is expensive on a product that is at that price point and weighs over 50lbs.
When we don't provide a call tag we are hit with an A-Z claim which results in a lost product and revenue. No other platform has this policy, but hoping this glitch is fixed!
