Customer orders a small hoppy taw that cost 9.59, weighs 4 oz and is only 3 inches in diameter. Customer return the wrong item which is a huge jogging trampoline that weighs over 10 lbs in a box 47 x 20 x 12 inches with a return cost of over $50 shipping. WHY SHOULD I HAVE TO PAY THE SHIPPING CHARGE for an item I do not even sell and is an extreme mistake made by the customer. Insane!

Order id

111-7504691-1644209

Customer purchased item with free delivery, but then during checkout upgraded to faster shipping service at additional cost. Customer returned the item because they purchased the wrong size. Customer received a refund for BOTH the product AND the Faster Shipping cost they have upgraded to. We filed a SAFE-T claim for BOTH the return label cost AND the outbound faster shipping. Claim was paid for the return label cost, but NOT the outbound faster shipping that should NOT have been refunded.

Filed appeal and received this reason: "The reimbursement claim does not cover outbound shipping costs."

This is obviously a mistake by Amazon as they should never have refunded it. What can we do?

SAFE-T Claim ID: 96467-96165-7660234

We recently had a FBM order, it was subject to a discretionary return. The buyer paid extra for expedited shipping, so I paid much more to ship it to meet his arrival date. He asks to return it, and Amazon refunds both the item price and the separate shipping charge.

What is going on here? I had thought that sellers decided what to refund, which is why I charge a separate shipping charge on FBM orders. Is that no longer the case? Worse than that, why would they ever refund an additional expedited shipping charge, which is an extra that the buyer wants, when it means that I had to pay 2-3x the regular shipping cost? I cannot afford to lose costs like this.

Admittedly I don't do a lot of FBM, so I'd appreciate someone letting me know what's up and how to navigate these things. And if Amazon is just going to auto-refund shipping on discretionary returns now, I will have to stop selling these items on their site.