Return - Amazon refunded and charged us return shipping - the return was bogus
We received a request from a customer for a return on a "like new" book. The claim was the book had highlighting and had writing. Amazon refunded for the item and shipping. In addition they charged us for return shipping even though we told the customer to keep the book. The customer having a free shipping label paid for by us decided to return the book. This is one case I am glad the book was returned. Why? Dumb customer.
The book came back in like new condition as we stated but with other damage from the customer. There were no markings on the book what-so-ever. Now we have to go through the process of getting our money back from Amazon for the book and shipping both ways. What will Amazon do with safety claim I wonder? What will they do about the complaint on our record?
I thin it is a crime for Amazon to abuse sellers like this. Why not just call us all liars and criminals and get it over with? One thing is obvious to me now Amazons AI is the enemy of the people and should be excecated post haste.
2 other items here.
1. shipping cost on this item was $5.61. Amazon charged the customer 5.26 on shipping. Does the automatic shipping price on Amazon not change when prices go up? Apparently not. Our shipping cost was based on the price based on weight.
2. We have no idea what the return shipping label cost because Amazon no longer shows the cost on the return page. Was return shipping charged to us USPS 5.26, 5.6 or UPS 12.49. Amazon hates it's sellers without doubt.
From other forums I see this is not a new issue.
I understand Sellers who get bogus returns lack much in the way of recourse. They can file what's called a return theft claim, but that doesn't guarantee they'll be made whole.
how do we file that? wheres the link?
Return - Amazon refunded and charged us return shipping - the return was bogus
We received a request from a customer for a return on a "like new" book. The claim was the book had highlighting and had writing. Amazon refunded for the item and shipping. In addition they charged us for return shipping even though we told the customer to keep the book. The customer having a free shipping label paid for by us decided to return the book. This is one case I am glad the book was returned. Why? Dumb customer.
The book came back in like new condition as we stated but with other damage from the customer. There were no markings on the book what-so-ever. Now we have to go through the process of getting our money back from Amazon for the book and shipping both ways. What will Amazon do with safety claim I wonder? What will they do about the complaint on our record?
I thin it is a crime for Amazon to abuse sellers like this. Why not just call us all liars and criminals and get it over with? One thing is obvious to me now Amazons AI is the enemy of the people and should be excecated post haste.
2 other items here.
1. shipping cost on this item was $5.61. Amazon charged the customer 5.26 on shipping. Does the automatic shipping price on Amazon not change when prices go up? Apparently not. Our shipping cost was based on the price based on weight.
2. We have no idea what the return shipping label cost because Amazon no longer shows the cost on the return page. Was return shipping charged to us USPS 5.26, 5.6 or UPS 12.49. Amazon hates it's sellers without doubt.
From other forums I see this is not a new issue.
I understand Sellers who get bogus returns lack much in the way of recourse. They can file what's called a return theft claim, but that doesn't guarantee they'll be made whole.
how do we file that? wheres the link?
0 replies
Seller_tA49ZfprDZiYK
I just found this.
Amazon has the RFS program that you are a part of. All you ever need to say is to a buyer is, go to the order page for this return and select RETURN ITEM.
Telling the buyer to send the item back for a full refund or replacement is a mistake, because that is not what Amazon's return policy says exactly. Amazon buyers know how to scam sellers.
Your buyer simply called Amazon Customer Services and say, "this buyer wants me to pay for returning the item and that is not how Amazon works". The Service Rep will refund the buyer on the spot from your account with no return necessary. And yes, the buyer can lie and make up any story they want, They will use your own statement against you.
The refund has been issued and the transaction is closed. there is nothing left to do. But look at it this way, you have learned a lesson for the next return.
While Amazon puts up a nice up-front spin for new sellers, once you get into selling you will find there is a lot of dysfunction going on, and with Amazon's "The Buyer Is Always Right", philosophy, sellers always seem to some out on the losing side.
Seller_CW0P5hgbsiqWX
"I think it is a crime for Amazon to abuse sellers like this."
Well it's not. Amazon position is if you do not like our policies, then leave the site.
"Why not just call us all liars and criminals and get it over with?"
That is because Jeff Bezon designed the business to always believe the buyer over the seller. And look what that got him, a ship to play in the Mediterranean on.
"We have no idea what the return shipping label cost because Amazon no longer shows the cost..."
We ship FBM and the return label cost is always displayed on our page.
"From other forums I see this is not a new issue."
It all started with the RFS program. Prior to that beginning, FBM sellers handled their own returns and refunds. Amazon just wanted all FBM sellers to share in the fraud that FBA sellers were forced to accept. That way, Amazon Customer Service could stop hearing the complaint, "If I buy from Amazon, I get a free return, but when I buy from a 3rd party seller I don't. Why? ". That sentence often got the buyer a full refund from Amazon own account, not the sellers.
Seller_p8252tdwUuvk6
As long as you used Amazon Buy Shipping and the book was refunded via the RFS plan and not you, you can SAFE-T claim this and probably* win.
Not to minimize your objections (or feelings because I've had them too), but the 30 day no questions asked refund policy is an industry standard now on most sites. The buyer gets to choose what the return reason is, and some times there is a mistake or dishonesty, and that's why the SAFE-T claim is there. Amazon just has a much larger slice of market share, so you're just going to see more complaints like this.
So if I were you, I would file a SAFE-T claim (if you can't find it, it will come up in a Google search). Word it nicely and cordial, explain all the costs that you would like refunded, and share as many pictures as you can (including the damage caused by the customer and how much it downgraded the condition). More importantly, make sure that you state that the customer chose the incorrect return code (state whatever it was), and instead say that the return code should have been "no longer needed."
Good luck!
*if it went to A-to-Z, you'll have to go in that direction. No highlighting may be harder to prove but mention that you can provide more photos if needed.
Seller_keSnEDesLFVwv
This makes more work for the Amazon employee. So they will never take you up on your offer.
Give them all possible proof at the beginning.
Seller_GMDa6MxkJwkCv
Type the order number on the payment page and you should be able to see all the transactions related to this order.
Seller_IFRrkIcoHoGF8
Safe T claims are a joke. They deny cases that are abusing the seller, sometimes no matter how much picture evidence you have and no matter how many times you appeal. Good luck.
Seller_2UkjhY9D9b6bj
Yeah in the future - instruct the customer to return the item via amazon.
You can handle your returns one of two ways:
1. Have Amazon auto-apply refund at first scan - upon receipt complete a Safe-T claim
2. Have Amazon wait for your authorization for a refund - upon receipt, do your due diligence and determine whether to give a restocking fee and/or charge for return shipping
The ball is in your court, but when you bifurcated the process, you took your power out entirely.
Lessons learned
