Dear Amazon Seller Forum Members,

I am writing to express my frustration with an issue we recently encountered involving a return request and Amazon Customer Service’s handling of the situation.

Here’s the situation:

• A buyer purchased an item from us for $205 and later decided to return it, citing they no longer needed the product.

• As per our standard policy, we generated and sent a prepaid return label through Amazon’s system, ensuring the buyer could return the product at no additional cost to them.

• Despite this, the buyer failed to use the provided label.

Now, to our surprise, Amazon Customer Service has messaged us, insisting that we physically send a return label to the buyer’s address.

This is unreasonable for several reasons:

1. We already provided a prepaid return label via Amazon’s platform, which is the standard process for returns.

2. Sending a physical label incurs additional costs (printing, packaging, and shipping fees), which we should not be forced to bear when the buyer already has a digital label.

3. The buyer’s lack of action or refusal to use the provided label should not result in additional penalties for us as sellers.

I have attached the screenshot of the message from Amazon Customer Service for reference.

This situation seems unfair to sellers, as we are already going above and beyond by providing prepaid return labels for buyer-initiated returns. Forcing us to send a physical label adds unnecessary costs and complexity to the process, which feels unjustified in this scenario.

Has anyone else experienced a similar situation? How should we address this issue with Amazon to prevent unnecessary expenses on our part?

Looking forward to hearing your thoughts and advice.