How to charge return shipping when customer refuses delivery?
We are an FBM seller and shipped an order of 12 packages using our own UPS account. The customer initiated a return through Amazon, but instead of following the normal return process, they refused delivery at the time of arrival.
As a result, the entire shipment is now being returned to us automatically and is still in transit.
When reviewing refund options in Seller Central, I don’t see any way to deduct return shipping costs — even though the return was initiated by the customer and refusal wasn’t due to a defect or seller error.
What is the proper way to handle refunds in this case? Can I deduct return shipping once the packages are received? Any advice would be appreciated.
How to charge return shipping when customer refuses delivery?
We are an FBM seller and shipped an order of 12 packages using our own UPS account. The customer initiated a return through Amazon, but instead of following the normal return process, they refused delivery at the time of arrival.
As a result, the entire shipment is now being returned to us automatically and is still in transit.
When reviewing refund options in Seller Central, I don’t see any way to deduct return shipping costs — even though the return was initiated by the customer and refusal wasn’t due to a defect or seller error.
What is the proper way to handle refunds in this case? Can I deduct return shipping once the packages are received? Any advice would be appreciated.
4 replies
Seller_4zBzdtgCyS9EI
How to charge return shipping when customer refuses delivery?
You can't.
NR_Amazon
@Seller_JDLzn0xRfby05 Hello there!
Please note that Sellers can include custom return instructions specific to an individual return when you authorize the return, and/or apply instructions that are applicable to all returns. This can include information about the return shipping costs and any restocking fees falling on the buyer, and ultimately being deducted from the refund. This can be accomplished in your return preferences.
In other situations, the responsibility for return shipping costs depends on the reason for the return. I am linking the return reason codes here for reference.
Let me know if you have any further questions!
Regards,
NR_Amazon
