Amazon providing misleading return shipping labels
@SEAmod
We have a major problem with the way that Amazon provides return shipping labels when a buyer opens a return for multiple large items. Here is a summary of one such case for order# 112-2092272-3678653
- The buyer opened a return request for 3 TVs on May 22. Amazon provided 1 UPS return label for all 3 TVs despite the fact that the TVs were shipped to the buyer using 3 separate labels. UPS tracking# 1ZF2C2469087740723
- We messaged the buyer to explain that they would need 3 return labels in order to return all of the TVs and provided 3 prepaid FedEx return labels.
- The buyer attempted to return all 3 TVs using the 1 UPS label. The UPS employee made 3 copies of the same label to put on the boxes even though this is not the proper way to ship 3 TVs. They would have needed to put all 3 TVs in 1 large box for the 1 shipping label to work. The buyer even provided photos of how the TVs shipped with copies of the same label at the UPS store.
- We only received 1 package in the return and refunded the buyer for the 1 TV.
- We contacted UPS customer service, who confirmed that the 2 additional TVs would have been stopped in transit because they didn't have proper postage and should have been returned to the buyer.
- UPS opened an investigation into why the 2 TVs were not returned. If the TVs are lost, they said Amazon would have to file a lost package claim because they provided the return label.
- We explained all of this to the buyer, but they opened an A-to-Z claim. Now, Amazon may force us to refund the buyer for the 2 TVs when we never received the returned items and cannot file our own claim with UPS for reimbursement.
For this case, Amazon needs to take responsibility by refunding the buyer themselves. It is confusing to the buyer to provide 1 return label when multiple labels were used to ship the items. The label could technically work, but it's unreasonable to expect the buyer to find a box large enough to hold 3 TVs and return the items that way.
10 replies
Seller_DdmPiA1p1S2Wu
Yeah, technically what the buyer needed to do was to create 3 separate return requests, one for each of the TVs they were returning so that they would receive 3 separate return labels. Unfortunately, most buyers have no idea about stuff like that. I am surprised that UPS stopped 2 of the shipments to return to the sender instead of just billing you through Amazon for the label being used more than once. I've had buyers use the same label multiple times as well, but I haven't had one get stopped and returned to the sender before. Sorry to hear of the issue you are having because of this.
Quincy_Amazon
Hello @Seller_G6MmWeWd95o8E
Thank you for posting your inquiry to the Forums.
I looked into the claim and see that your response to the claim is currently under review. We need to allow for the appeal review to be completed. Once the review is complete, you will be notified of the outcome of the claim.
Please note that if Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision.
I also wanted to provide this help page that provides detail on optional coverage for loss or damage of a package by the carrier as well as information on filing claims with different carriers.
If you need additional assistance after the review is complete, please feel free to update this thread.
Regards,
Quincy_Amazon
Seller_iobipI6xASRkh
Sounds like something in the system thought they could ship together. There is a setting for that on another platform which avoids this kind of situation called "must ship alone". So they filed to return 3 items and all it did was calculate size and weight, did not have a way to know they needed to be shipped separately.
I can't believe anyone at UPS thought making copies of the label was a good idea. Maybe tape all the boxes together to make one giant box, but really? Making a copy? *facepalm*
To help your case, get the scanned size and weight from UPS. Not what was on the label. This will show that 2/3 of the size and weight was missing.
Seller_1Raegj7Zw0G2C
Once you receive the return package, please take a photo to prove that you only received one TV and issue a refund for only one TV. Regarding the other two TVs, please charge 100% restocking fees by providing photos showing that these two TVs are missing. Remember to refund each item, even if the amount is $0. By taking these actions, you won't have to worry about an A-Z claim. This loophole is from Amazon, it was not your fault. You don't have to worry about it if you follow my advice.
Seller_aEzr9PjpfpuxN
i ran into this as a customer I would have just opened three separate returns
Seller_OMYQjr7q0xJX1
Exactly. If one makes a copy to insert into the box to help redirect the package in the event of defacing of the waybill on the outside, okay. But my understanding is that it's against policy to make multiple copies of one label for use on (an)other parcel(s). Every single article that goes on that truck has to have its own waybill. Otherwise this situation is what can happen.
So there's additional damages there around that UPS employee not saying, 'Stop the bike.'
