Strange refund error amazon refunding customer more than the item price
I kind of solved it but was wondering if anyone else ran into this.
An item was returned that was not RFS for some reason.
The item was 139.99. This was one of those rare returns that were in decent condition and I wasn’t going to charge a restocking fee.
When I tried to refund the customer a full it made the refund in full 140.49 with tax to be calculated.
Tried refreshing the page used different browsers and different computers and the same issue each time.
I ended up charging a 1% restocking fee which refunded the customer 139.08 ( I tried to charge 1/2 a percent but it wouldn’t let me).
Anyone ever seen this before?
Strange refund error amazon refunding customer more than the item price
I kind of solved it but was wondering if anyone else ran into this.
An item was returned that was not RFS for some reason.
The item was 139.99. This was one of those rare returns that were in decent condition and I wasn’t going to charge a restocking fee.
When I tried to refund the customer a full it made the refund in full 140.49 with tax to be calculated.
Tried refreshing the page used different browsers and different computers and the same issue each time.
I ended up charging a 1% restocking fee which refunded the customer 139.08 ( I tried to charge 1/2 a percent but it wouldn’t let me).
Anyone ever seen this before?
29 replies
Seller_uXK39wjFg3cOe
Does itr have something to do with the return label / shipping charges being added to the item price?
Glenn_Amazon
Greetings @The_Lunatick_Fire_an,
I’m glad you were able to solve the issue in a way that works for you. I’d like to review more to see what is happening with this order. Do you have a case ID with Seller Support on this issue that you can share? Thank you for your understanding.
-Glenn
Seller_T5Mv3ZCUSh7Zl
Sales Tax on a refund should also be refunded and not remitted as the sale is now null and void.
Seller_alN2yMqnyCA4M
FYI…Usually items over $100 are not RFS
Seller_sUfyk7ajzPzny
Our friend @BFD is reporting seeing the same type of thing:
I have a gnawing suspicion that I’ve seen other reports of this phenomenon of late, but I’m going to have to do some more digging to see if I can substantiate that with a link to other mentions…
Seller_jw3HRo32wY2Hk
No way for the forum to troubleshoot without details of taxes charged to try and figure out why Amazon determined 140.49.
I’ve not personally seen any errors in their refund system, so I would expect there is an explanation.
Seller_sgQ6xhk5BkGcI
We had a similar refund with $0.25 extra being refunded to the customer; we opened a case with SS, and they replied stating it was a “delivery fee”, but despite requesting more information, they re-worded their original response and expected the non-answer to satisfy us.
For context, the refund was initiated by us, as USPS returned the package for NMR (No Mail Receptacle); we refunded the order amount, only to find this extra quarter given the customer by Amazon after the fact.
Seller_sgQ6xhk5BkGcI
Based on what we’ve seen, it looks like it’s an extra fee from orders (only) coming back from Colorado. I don’t understand why Amazon isn’t covering the additional fee, since it seems to be tax-related.
"Effective July 1, 2022, Colorado imposes a retail delivery fee on all deliveries by motor vehicle to a location in Colorado with at least one item of tangible personal property subject to state sales or use tax.
The retailer or marketplace facilitator that collects the sales or use tax on the tangible personal property sold and delivered, including delivery by a third party, is liable to collect and remit the retail delivery fee. Deliveries include when any taxable goods are mailed, shipped, or otherwise delivered by motor vehicle to a purchaser in Colorado."
This is on the Colorado government site. “Retail delivery fee”
Glenn_Amazon
Greetings @The_Lunatick_Fire_an,
I understand you are frustrated with the delay in response but I can tell you that the team is working the case and should be able to provide you with information soon. Due to the nature of this case, we do need to work with several internal teams to verify the issue and get the messaging approved for accuracy. Once they have updates they will reach out to you and I will also be providing this response here as well.
-Glenn
Glenn_Amazon
Greetings folks, I have some updates on this particular issue,
We have identified an issue with product refunds that exceeded the original product purchase amount on orders shipped to Colorado. The excess amount refunded varies, but is typically less than $0.27 per order.
We have identified the root cause of this issue and are working to implement a fix. If any of your orders have been impacted by this issue, you will receive a lump sum credit to your seller account equal to the excess refund amount. We will send an email notification once the credit has been issued.
We apologize for any inconvenience this issue may cause and look forward to resolving it as soon as possible.
Additional information is available at “Colorado Marketplace Tax and Retail Delivery Fee Collection FAQ”: https://sellercentral.amazon.com/gp/help/GLHTNXZHNADQ7Q66
