Merchant pays return shipping when customer ordered wrong item?

Countries

Read only
Australia
Belgium
Brazil
Canada
Egypt
France
Germany
India
Italy
Japan
Mexico
Netherlands
Poland
Saudi Arabia
Singapore
Spain
Sweden
Turkey
United Arab Emirates
United Kingdom
United States
United States
imgSign in
user profile
Seller_h9ZdoM1oUCjl6

Merchant pays return shipping when customer ordered wrong item?

We have a couple of orders that were 'Customer Discretionary Returns' (CR-ORDERED_WRONG_ITEM)

The returns report shows:

Label to be paid by: Customer

img

However, on the "Transaction view" shows the label cost being charged to merchant and customer receiving full refund.

img

We've raised these as SAFE-T claims (57904-48338-7940521), but they have been denied reason:

  • "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program. The item you requested reimbursement for return label cost is eligible for free returns. For more information about Amazon’s return policies, visit "Return Costs":
  • -- https://www.amazon.com/gp/help/customer/display.html?nodeId=202075130

Subsequent appeals have been denied. What are we missing?

94 views
12 replies
Tags:Refunds, Return shipment, SAFE-T
10
Reply
12 replies
user profile
SEAmod

Hi @Seller_h9ZdoM1oUCjl6

I reviewed the claim and the associated order to understand the product. I then reviewed the product detail page (PDP). PDP is where a buyer sees what the return policy is for a product. In your case, if it was eligible for free returns, it would say so. Below is the return eligibility policy for your product. This information is seen on the PDP just below the buttons for Add to Cart and Buy Now.

img

I will escalate and appeal for a refund of the return shipping cost on the order.

Susan

10
user profile
SEAmod

Hi @Seller_h9ZdoM1oUCjl6

I just checked again, and no action yet. I will check it again tomorrow. Unfortunately, there is no means for you to see what I have submitted to that team. I wonder if they got confused because this was the same issue as the first one. We will see.

Thanks for your patience. Susan

user profile
Seller_h9ZdoM1oUCjl6

Hi @SEAmod Just wanted to check to see what the status of the escalation(s) are. Is there a way for me to see the current status?

View post
10
user profile
Seller_h9ZdoM1oUCjl6

@SEAmodbumping this one...

We saw the reimbursement for 80160-81197-5442639

We are still waiting on the reimbursement for 57904-48338-7940521

00
Follow this discussion to be notified of new activity

Similar Discussions

user profile
Seller_HJwMVpFHClNst
in New Seller Community group
user profile
Seller_c4dlOVlAD2pSR
user profile
Seller_2YJAQcBBAPuVL