This question is specific to returns with a 'buyer pays' return reason, for example 'no longer required'

I have recently been asked by a couple of buyers to arrange to have a return item collected rather than the buyer taking the item to the post office or drop off point. Some of the items I sell can be up to 25kg in weight so I understand that it may be difficult to get the item to a post office or drop off point, so I help where I can. I fully explain to the buyer within the Amazon message system that there is a charge that will be deducted from the refund and detail exactly how much that charge will be. 100% of the time the buyers have accepted and been happy that I can help. To date I have not had an issue.

It is always the case that my cost for having the item collected and returned is higher than the amount Amazon would charge the customer for a return label that the customer would take to a drop off point.

However I am concerned that when refunding a return that I have arranged to have collected there is not an option to deduct the cost of the return shipping within the partial refund page. Nor is there any 'shipping cost' option in the returns system.

The only options I see are:

Product received is not as described or expected

Product received contains damaged and/or missing items (multi-pack)

Product received contains a slight defect and/or is damaged

Insufficient inventory

Product received contains missing accessories and/or parts

Order and/or item did not arrive on time

Price match

Product received is materially different (catalogue error)

None of which really cover it. In the past, I have always spoken with the buyer and explained that I was going to use the general adjustment or price match option and it has been fine. If the customer were to dispute this with Amazon I know I would end up losing any case that may be opened and the buyer would be refunded the cost of the return shipping costs.

Is there a way around this that allows me to have the item collected and then corrected detail why I have made a partial refund?

Hi Guys - Sorry this is a bit of a repeat thread but the last wasn't very clear.

The issue - Amazon Business customers, there is no way to either cancel, refund, or partially refund them. The button / option simply doesn't exist.

So for example I have an Amazon Business customer today who has received a damaged parcel. For any other customer I would just refund in full and move on, but as I have no option available I'm stuck. I have had cases raised with Amazon SS for months but with no response.

Has anyone got a DEFINITIVE step by step METHOD of how to deal with these orders? Preferably without annoying the customer even more.

Any help much appreciated

Just wondering if anyone else has seen a delay in customer refunds.

Today I have refunded 2 orders and both are still showing pending. Typically I get a refund email several hours later… but the first one was 12 hours ago.