Home collection required for heavy and bulky item returns
Starting on August 30, 2024, we’re updating the process for Fulfilled by Merchant returns for heavy and bulky items (weighing 31.5 kg or more, or whose longest side when packed exceeds 175 cm). You’ll now be required to offer home collection on heavy and bulky item returns with a refund.
This change aims to make it easier for customers to shop Fulfilled by Merchant heavy and bulky items on Amazon, by ensuring that they have a returns experience that meets their expectations. We recommend that you check with your carrier to make sure that home collection is part of your current contract and make any updates as needed.
You can continue to offer customers a partial refund or part replacement instead of home collection if the customer agrees. You’ll be required to share the tracking ID for the replaced part with the customer, and complete the return request using the reason code “Return request cancelled.”
To provide customers visibility into your return arrangements and avoid unnecessary A-to-z Guarantee claims or an impact to your order defect rate, you must:
- Authorize or deny a return request within 48 hours where the request is not auto-authorised.
- Within 48 hours of the return request authorisation, use Buyer-Seller Messages to let customers know that the collection process has started. Make sure to provide the estimated collection time and upload the prepaid return label and tracking ID. To learn how, go to Upload a prepaid return label.
- Arrange for the collection from a customer’s address.
- Ensure that the collection is successful within three attempts based on the scheduled time you provide to the customer.
For more information on the requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claimand About A-to-z Guarantee claims.
For more information about the returns process, go to Manage Returns.
Home collection required for heavy and bulky item returns
Starting on August 30, 2024, we’re updating the process for Fulfilled by Merchant returns for heavy and bulky items (weighing 31.5 kg or more, or whose longest side when packed exceeds 175 cm). You’ll now be required to offer home collection on heavy and bulky item returns with a refund.
This change aims to make it easier for customers to shop Fulfilled by Merchant heavy and bulky items on Amazon, by ensuring that they have a returns experience that meets their expectations. We recommend that you check with your carrier to make sure that home collection is part of your current contract and make any updates as needed.
You can continue to offer customers a partial refund or part replacement instead of home collection if the customer agrees. You’ll be required to share the tracking ID for the replaced part with the customer, and complete the return request using the reason code “Return request cancelled.”
To provide customers visibility into your return arrangements and avoid unnecessary A-to-z Guarantee claims or an impact to your order defect rate, you must:
- Authorize or deny a return request within 48 hours where the request is not auto-authorised.
- Within 48 hours of the return request authorisation, use Buyer-Seller Messages to let customers know that the collection process has started. Make sure to provide the estimated collection time and upload the prepaid return label and tracking ID. To learn how, go to Upload a prepaid return label.
- Arrange for the collection from a customer’s address.
- Ensure that the collection is successful within three attempts based on the scheduled time you provide to the customer.
For more information on the requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claimand About A-to-z Guarantee claims.
For more information about the returns process, go to Manage Returns.
18 replies
Seller_W0UadCH7lVBVG
But it isn't clear if the Seller is allowed to deduct the cost of the return from the customer.
Unwanted item/Buyers remorse returns, Currently a customer pays/arranges the return at their own expense, thats fair.
What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?
Mod's, can you provide any answers to the above?
Thanks
Seller_Nprc5XWvdLYk9
Returned Request Cancelled
is not a satisfactory message to the customer once a replacement part has been sent.
Can a more suitable closing message be added "Return Issue Resolved" for example?
Seller_yAo12UfAg6lho
There is no other way. My margins are already so low and with paying for collections for unwanted goods will put me into negative margin on these H&B orders.
Seller_ZJhFeE3tNKzfh
@Winston_Amazon I have to agree, knowing amazons proclivity for not actually following their own policy if something isn't clear, amazon will always side with the customer.
You would assume that what happens is you provide a prepaid return label but as per the main return policies, you can deduct the cost of the collection from the refund, depending on the return reason supplied. And if the return reason was false, you'd again deduct and no doubt await an A-Z claim.
But this is amazon, not logical world, so Support will see this policy and just assume that all sellers must cover the cost of all bulky collections.
Julia_Amzn
Hello @Seller_W0UadCH7lVBVG,
Apologies for the delayed response and thank you for your patience.
When a buyer is responsible for the return, you can continue to deduct the cost of return shipping - or home collection in the case of heavy bulky items. You can review the full list of Return reason codes for prepaid returns for cases in which the buyer is responsible, such as an accidental order, or a return due to a better price.
For more information on how to comply with the new requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claim and About A-to-z Guarantee claims.
Please let me know if you have more questions.
Best regards,
Julia.
Seller_W0UadCH7lVBVG
Julia
Thanks for the reply, however, one of the fundamental questions I raised has not been answered and its not mentioned in the new policy.
My question was 'What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?'
So, with the new policy that Amazon are forcing us into is that WE have to pay for the return of the item if the customer Changes mind (buyers remorse) Accidental order or similar reason. But in the eyes of the law, once the item has been delivered to the customer then ownership passes to the customer, it is then the customers responsibility to ensure the safe return of the item. However if the item is damaged in transit, I will have to claim from the courier. Good luck with that.
Personally, I will not refund the buyer where the item is damaged in transit, and if a partial refund is necessary to the reflect the poor condition of the item then that will be an interesting scenario where of course the customer will always be protected (never the seller here on Amazon).
So if you can please clarify what happens where an item is returned but damaged in transit for return reasons that fall into buyers remorse.
9 days to go! a swift reply will be welcome.
Thanks
Julia_Amzn
Hi @Seller_W0UadCH7lVBVG,
As per previous response, if the return reasoning is deemed "Buyer Faulted", refer to Return reason codes for prepaid returns for more details, you can opt to issue a partial refund since "Buyer Remorse" is considered a "Buyer Faulted" reason. When it comes to Damaged in Return Transit, as this can occur regardless of the return reasoning current UK returns policy states, detailed in the Prepaid returns for seller fulfilled orders page, under "What happens if the return is lost or damaged in transit?", that you must raise a claim with the carrier directly. This is the same policy for non-heavy bulky seller fulfilled returns.
Please let me know if this explanation has addressed your concerns.
Best,
Julia.
Seller_CJAn9FclIoBJn
Another nightmare.
Collecting an item is a real drag.
- The customer must be in at the arranged time date which will be a window of time. They will probably be at work?
- Collections are really expensive so we now have to increase prices to cover.
- Collections windows are just estimates the courier might arrive before or after.
- The customer needs to be in - often they go out or claim they were in even though they were not.
- The reason for the return is in our experience any reason that means they do not pay i.e. they just pick a reason regardless of whether it is true or not to not pay to return.
- Is the customer going to enage with us to keep trying to arrange a collection up to 3 times? One attempt is a task. See below.
Only in the world of Amazon would this procedure seem easy. I suspect it just means more free goods as the customer can just say they are not happy - A-Z and we lose.
In our experience we are finding the customers use this logic - Lets say someone sells a bottle of wine, the customer buys it, tries it and has half the bottle. They then say its not as described or some such thing and obtains a free return label and is refunded at first scan. The seller receives a useless product back and disposes of it - the process to unpick this situation is clunky and generic. The process cannot differentiate between someone buying a pair of trainers and carefully returning it so the seller can resell them - and a half drunk bottle of wine.
Its even better now as an example we have to try and get it back!
The process of Safe T is not complex enough to be applied across all products and the nuances of all returns. Particularly when the customers use the reason for returns as a pick and mix process to find a reason to obtain a return for free or now collection.
Is the team that deals with these issues up to it? If the customer just describes the item as too bulky or too heavy do they default to it should be a collection regardless? They will probably just agree witht he customer. The CS services usually just repeat back to us what the customer says or wants! If the customer says I want the seller to send round Santa Claus with his elves thats exactly the message Amazon CS would email to us!
Where does customers expectation come from? I have an Amazon account as do many people I know- none of us expect a collection service!! Never even thought about it....until now.
Seller_QqE6CBbuZ6CzN
A bullish policy no doubt putting sellers in negative.
@Winston_Amazon@Sarah_Amzn
If someone can speak for sellers!
Seller_W0UadCH7lVBVG
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_AMZ @Spencer_Amazon @Sakura_Amazon_ @Abella_AMZ
Can any of the mod's (or anyone from Amazon) please reply to my message I sent here, in relation to this topic.
If the Mod's/Amazon can't reply because they don't know the answers then how are sellers supposed to adopt this new policy?
Thanks
Julia_Amzn
Hello Sellers,
Thank you for sharing your feedback and questions regarding the new policy. I have addressed them to the partner team, who are working now on answers. I will publish the FAQ as soon as I have it.
Best regards,
Julia.
Seller_H1Iho3c24Wva5
"use Buyer-Seller Messages to let customers know that the collection" - what if the buyer has paid via Invoice by Amazon, will there be a way to contact them specifically for this instance, or will it go to A-Z as it does now?
Home collection required for heavy and bulky item returns
Starting on August 30, 2024, we’re updating the process for Fulfilled by Merchant returns for heavy and bulky items (weighing 31.5 kg or more, or whose longest side when packed exceeds 175 cm). You’ll now be required to offer home collection on heavy and bulky item returns with a refund.
This change aims to make it easier for customers to shop Fulfilled by Merchant heavy and bulky items on Amazon, by ensuring that they have a returns experience that meets their expectations. We recommend that you check with your carrier to make sure that home collection is part of your current contract and make any updates as needed.
You can continue to offer customers a partial refund or part replacement instead of home collection if the customer agrees. You’ll be required to share the tracking ID for the replaced part with the customer, and complete the return request using the reason code “Return request cancelled.”
To provide customers visibility into your return arrangements and avoid unnecessary A-to-z Guarantee claims or an impact to your order defect rate, you must:
- Authorize or deny a return request within 48 hours where the request is not auto-authorised.
- Within 48 hours of the return request authorisation, use Buyer-Seller Messages to let customers know that the collection process has started. Make sure to provide the estimated collection time and upload the prepaid return label and tracking ID. To learn how, go to Upload a prepaid return label.
- Arrange for the collection from a customer’s address.
- Ensure that the collection is successful within three attempts based on the scheduled time you provide to the customer.
For more information on the requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claimand About A-to-z Guarantee claims.
For more information about the returns process, go to Manage Returns.
Home collection required for heavy and bulky item returns
Starting on August 30, 2024, we’re updating the process for Fulfilled by Merchant returns for heavy and bulky items (weighing 31.5 kg or more, or whose longest side when packed exceeds 175 cm). You’ll now be required to offer home collection on heavy and bulky item returns with a refund.
This change aims to make it easier for customers to shop Fulfilled by Merchant heavy and bulky items on Amazon, by ensuring that they have a returns experience that meets their expectations. We recommend that you check with your carrier to make sure that home collection is part of your current contract and make any updates as needed.
You can continue to offer customers a partial refund or part replacement instead of home collection if the customer agrees. You’ll be required to share the tracking ID for the replaced part with the customer, and complete the return request using the reason code “Return request cancelled.”
To provide customers visibility into your return arrangements and avoid unnecessary A-to-z Guarantee claims or an impact to your order defect rate, you must:
- Authorize or deny a return request within 48 hours where the request is not auto-authorised.
- Within 48 hours of the return request authorisation, use Buyer-Seller Messages to let customers know that the collection process has started. Make sure to provide the estimated collection time and upload the prepaid return label and tracking ID. To learn how, go to Upload a prepaid return label.
- Arrange for the collection from a customer’s address.
- Ensure that the collection is successful within three attempts based on the scheduled time you provide to the customer.
For more information on the requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claimand About A-to-z Guarantee claims.
For more information about the returns process, go to Manage Returns.
Home collection required for heavy and bulky item returns
Starting on August 30, 2024, we’re updating the process for Fulfilled by Merchant returns for heavy and bulky items (weighing 31.5 kg or more, or whose longest side when packed exceeds 175 cm). You’ll now be required to offer home collection on heavy and bulky item returns with a refund.
This change aims to make it easier for customers to shop Fulfilled by Merchant heavy and bulky items on Amazon, by ensuring that they have a returns experience that meets their expectations. We recommend that you check with your carrier to make sure that home collection is part of your current contract and make any updates as needed.
You can continue to offer customers a partial refund or part replacement instead of home collection if the customer agrees. You’ll be required to share the tracking ID for the replaced part with the customer, and complete the return request using the reason code “Return request cancelled.”
To provide customers visibility into your return arrangements and avoid unnecessary A-to-z Guarantee claims or an impact to your order defect rate, you must:
- Authorize or deny a return request within 48 hours where the request is not auto-authorised.
- Within 48 hours of the return request authorisation, use Buyer-Seller Messages to let customers know that the collection process has started. Make sure to provide the estimated collection time and upload the prepaid return label and tracking ID. To learn how, go to Upload a prepaid return label.
- Arrange for the collection from a customer’s address.
- Ensure that the collection is successful within three attempts based on the scheduled time you provide to the customer.
For more information on the requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claimand About A-to-z Guarantee claims.
For more information about the returns process, go to Manage Returns.
18 replies
18 replies
Seller_W0UadCH7lVBVG
But it isn't clear if the Seller is allowed to deduct the cost of the return from the customer.
Unwanted item/Buyers remorse returns, Currently a customer pays/arranges the return at their own expense, thats fair.
What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?
Mod's, can you provide any answers to the above?
Thanks
Seller_Nprc5XWvdLYk9
Returned Request Cancelled
is not a satisfactory message to the customer once a replacement part has been sent.
Can a more suitable closing message be added "Return Issue Resolved" for example?
Seller_yAo12UfAg6lho
There is no other way. My margins are already so low and with paying for collections for unwanted goods will put me into negative margin on these H&B orders.
Seller_ZJhFeE3tNKzfh
@Winston_Amazon I have to agree, knowing amazons proclivity for not actually following their own policy if something isn't clear, amazon will always side with the customer.
You would assume that what happens is you provide a prepaid return label but as per the main return policies, you can deduct the cost of the collection from the refund, depending on the return reason supplied. And if the return reason was false, you'd again deduct and no doubt await an A-Z claim.
But this is amazon, not logical world, so Support will see this policy and just assume that all sellers must cover the cost of all bulky collections.
Julia_Amzn
Hello @Seller_W0UadCH7lVBVG,
Apologies for the delayed response and thank you for your patience.
When a buyer is responsible for the return, you can continue to deduct the cost of return shipping - or home collection in the case of heavy bulky items. You can review the full list of Return reason codes for prepaid returns for cases in which the buyer is responsible, such as an accidental order, or a return due to a better price.
For more information on how to comply with the new requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claim and About A-to-z Guarantee claims.
Please let me know if you have more questions.
Best regards,
Julia.
Seller_W0UadCH7lVBVG
Julia
Thanks for the reply, however, one of the fundamental questions I raised has not been answered and its not mentioned in the new policy.
My question was 'What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?'
So, with the new policy that Amazon are forcing us into is that WE have to pay for the return of the item if the customer Changes mind (buyers remorse) Accidental order or similar reason. But in the eyes of the law, once the item has been delivered to the customer then ownership passes to the customer, it is then the customers responsibility to ensure the safe return of the item. However if the item is damaged in transit, I will have to claim from the courier. Good luck with that.
Personally, I will not refund the buyer where the item is damaged in transit, and if a partial refund is necessary to the reflect the poor condition of the item then that will be an interesting scenario where of course the customer will always be protected (never the seller here on Amazon).
So if you can please clarify what happens where an item is returned but damaged in transit for return reasons that fall into buyers remorse.
9 days to go! a swift reply will be welcome.
Thanks
Julia_Amzn
Hi @Seller_W0UadCH7lVBVG,
As per previous response, if the return reasoning is deemed "Buyer Faulted", refer to Return reason codes for prepaid returns for more details, you can opt to issue a partial refund since "Buyer Remorse" is considered a "Buyer Faulted" reason. When it comes to Damaged in Return Transit, as this can occur regardless of the return reasoning current UK returns policy states, detailed in the Prepaid returns for seller fulfilled orders page, under "What happens if the return is lost or damaged in transit?", that you must raise a claim with the carrier directly. This is the same policy for non-heavy bulky seller fulfilled returns.
Please let me know if this explanation has addressed your concerns.
Best,
Julia.
Seller_CJAn9FclIoBJn
Another nightmare.
Collecting an item is a real drag.
- The customer must be in at the arranged time date which will be a window of time. They will probably be at work?
- Collections are really expensive so we now have to increase prices to cover.
- Collections windows are just estimates the courier might arrive before or after.
- The customer needs to be in - often they go out or claim they were in even though they were not.
- The reason for the return is in our experience any reason that means they do not pay i.e. they just pick a reason regardless of whether it is true or not to not pay to return.
- Is the customer going to enage with us to keep trying to arrange a collection up to 3 times? One attempt is a task. See below.
Only in the world of Amazon would this procedure seem easy. I suspect it just means more free goods as the customer can just say they are not happy - A-Z and we lose.
In our experience we are finding the customers use this logic - Lets say someone sells a bottle of wine, the customer buys it, tries it and has half the bottle. They then say its not as described or some such thing and obtains a free return label and is refunded at first scan. The seller receives a useless product back and disposes of it - the process to unpick this situation is clunky and generic. The process cannot differentiate between someone buying a pair of trainers and carefully returning it so the seller can resell them - and a half drunk bottle of wine.
Its even better now as an example we have to try and get it back!
The process of Safe T is not complex enough to be applied across all products and the nuances of all returns. Particularly when the customers use the reason for returns as a pick and mix process to find a reason to obtain a return for free or now collection.
Is the team that deals with these issues up to it? If the customer just describes the item as too bulky or too heavy do they default to it should be a collection regardless? They will probably just agree witht he customer. The CS services usually just repeat back to us what the customer says or wants! If the customer says I want the seller to send round Santa Claus with his elves thats exactly the message Amazon CS would email to us!
Where does customers expectation come from? I have an Amazon account as do many people I know- none of us expect a collection service!! Never even thought about it....until now.
Seller_QqE6CBbuZ6CzN
A bullish policy no doubt putting sellers in negative.
@Winston_Amazon@Sarah_Amzn
If someone can speak for sellers!
Seller_W0UadCH7lVBVG
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_AMZ @Spencer_Amazon @Sakura_Amazon_ @Abella_AMZ
Can any of the mod's (or anyone from Amazon) please reply to my message I sent here, in relation to this topic.
If the Mod's/Amazon can't reply because they don't know the answers then how are sellers supposed to adopt this new policy?
Thanks
Julia_Amzn
Hello Sellers,
Thank you for sharing your feedback and questions regarding the new policy. I have addressed them to the partner team, who are working now on answers. I will publish the FAQ as soon as I have it.
Best regards,
Julia.
Seller_H1Iho3c24Wva5
"use Buyer-Seller Messages to let customers know that the collection" - what if the buyer has paid via Invoice by Amazon, will there be a way to contact them specifically for this instance, or will it go to A-Z as it does now?
Seller_W0UadCH7lVBVG
But it isn't clear if the Seller is allowed to deduct the cost of the return from the customer.
Unwanted item/Buyers remorse returns, Currently a customer pays/arranges the return at their own expense, thats fair.
What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?
Mod's, can you provide any answers to the above?
Thanks
Seller_W0UadCH7lVBVG
But it isn't clear if the Seller is allowed to deduct the cost of the return from the customer.
Unwanted item/Buyers remorse returns, Currently a customer pays/arranges the return at their own expense, thats fair.
What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?
Mod's, can you provide any answers to the above?
Thanks
Seller_Nprc5XWvdLYk9
Returned Request Cancelled
is not a satisfactory message to the customer once a replacement part has been sent.
Can a more suitable closing message be added "Return Issue Resolved" for example?
Seller_Nprc5XWvdLYk9
Returned Request Cancelled
is not a satisfactory message to the customer once a replacement part has been sent.
Can a more suitable closing message be added "Return Issue Resolved" for example?
Seller_yAo12UfAg6lho
There is no other way. My margins are already so low and with paying for collections for unwanted goods will put me into negative margin on these H&B orders.
Seller_yAo12UfAg6lho
There is no other way. My margins are already so low and with paying for collections for unwanted goods will put me into negative margin on these H&B orders.
Seller_ZJhFeE3tNKzfh
@Winston_Amazon I have to agree, knowing amazons proclivity for not actually following their own policy if something isn't clear, amazon will always side with the customer.
You would assume that what happens is you provide a prepaid return label but as per the main return policies, you can deduct the cost of the collection from the refund, depending on the return reason supplied. And if the return reason was false, you'd again deduct and no doubt await an A-Z claim.
But this is amazon, not logical world, so Support will see this policy and just assume that all sellers must cover the cost of all bulky collections.
Seller_ZJhFeE3tNKzfh
@Winston_Amazon I have to agree, knowing amazons proclivity for not actually following their own policy if something isn't clear, amazon will always side with the customer.
You would assume that what happens is you provide a prepaid return label but as per the main return policies, you can deduct the cost of the collection from the refund, depending on the return reason supplied. And if the return reason was false, you'd again deduct and no doubt await an A-Z claim.
But this is amazon, not logical world, so Support will see this policy and just assume that all sellers must cover the cost of all bulky collections.
Julia_Amzn
Hello @Seller_W0UadCH7lVBVG,
Apologies for the delayed response and thank you for your patience.
When a buyer is responsible for the return, you can continue to deduct the cost of return shipping - or home collection in the case of heavy bulky items. You can review the full list of Return reason codes for prepaid returns for cases in which the buyer is responsible, such as an accidental order, or a return due to a better price.
For more information on how to comply with the new requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claim and About A-to-z Guarantee claims.
Please let me know if you have more questions.
Best regards,
Julia.
Julia_Amzn
Hello @Seller_W0UadCH7lVBVG,
Apologies for the delayed response and thank you for your patience.
When a buyer is responsible for the return, you can continue to deduct the cost of return shipping - or home collection in the case of heavy bulky items. You can review the full list of Return reason codes for prepaid returns for cases in which the buyer is responsible, such as an accidental order, or a return due to a better price.
For more information on how to comply with the new requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claim and About A-to-z Guarantee claims.
Please let me know if you have more questions.
Best regards,
Julia.
Seller_W0UadCH7lVBVG
Julia
Thanks for the reply, however, one of the fundamental questions I raised has not been answered and its not mentioned in the new policy.
My question was 'What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?'
So, with the new policy that Amazon are forcing us into is that WE have to pay for the return of the item if the customer Changes mind (buyers remorse) Accidental order or similar reason. But in the eyes of the law, once the item has been delivered to the customer then ownership passes to the customer, it is then the customers responsibility to ensure the safe return of the item. However if the item is damaged in transit, I will have to claim from the courier. Good luck with that.
Personally, I will not refund the buyer where the item is damaged in transit, and if a partial refund is necessary to the reflect the poor condition of the item then that will be an interesting scenario where of course the customer will always be protected (never the seller here on Amazon).
So if you can please clarify what happens where an item is returned but damaged in transit for return reasons that fall into buyers remorse.
9 days to go! a swift reply will be welcome.
Thanks
Seller_W0UadCH7lVBVG
Julia
Thanks for the reply, however, one of the fundamental questions I raised has not been answered and its not mentioned in the new policy.
My question was 'What happens if the item is damaged on it's return? Currently when a customer returns an item it is their responsibility, so now the Seller takes all the risk for an unwanted (Buyers remorse) return?'
So, with the new policy that Amazon are forcing us into is that WE have to pay for the return of the item if the customer Changes mind (buyers remorse) Accidental order or similar reason. But in the eyes of the law, once the item has been delivered to the customer then ownership passes to the customer, it is then the customers responsibility to ensure the safe return of the item. However if the item is damaged in transit, I will have to claim from the courier. Good luck with that.
Personally, I will not refund the buyer where the item is damaged in transit, and if a partial refund is necessary to the reflect the poor condition of the item then that will be an interesting scenario where of course the customer will always be protected (never the seller here on Amazon).
So if you can please clarify what happens where an item is returned but damaged in transit for return reasons that fall into buyers remorse.
9 days to go! a swift reply will be welcome.
Thanks
Julia_Amzn
Hi @Seller_W0UadCH7lVBVG,
As per previous response, if the return reasoning is deemed "Buyer Faulted", refer to Return reason codes for prepaid returns for more details, you can opt to issue a partial refund since "Buyer Remorse" is considered a "Buyer Faulted" reason. When it comes to Damaged in Return Transit, as this can occur regardless of the return reasoning current UK returns policy states, detailed in the Prepaid returns for seller fulfilled orders page, under "What happens if the return is lost or damaged in transit?", that you must raise a claim with the carrier directly. This is the same policy for non-heavy bulky seller fulfilled returns.
Please let me know if this explanation has addressed your concerns.
Best,
Julia.
Julia_Amzn
Hi @Seller_W0UadCH7lVBVG,
As per previous response, if the return reasoning is deemed "Buyer Faulted", refer to Return reason codes for prepaid returns for more details, you can opt to issue a partial refund since "Buyer Remorse" is considered a "Buyer Faulted" reason. When it comes to Damaged in Return Transit, as this can occur regardless of the return reasoning current UK returns policy states, detailed in the Prepaid returns for seller fulfilled orders page, under "What happens if the return is lost or damaged in transit?", that you must raise a claim with the carrier directly. This is the same policy for non-heavy bulky seller fulfilled returns.
Please let me know if this explanation has addressed your concerns.
Best,
Julia.
Seller_CJAn9FclIoBJn
Another nightmare.
Collecting an item is a real drag.
- The customer must be in at the arranged time date which will be a window of time. They will probably be at work?
- Collections are really expensive so we now have to increase prices to cover.
- Collections windows are just estimates the courier might arrive before or after.
- The customer needs to be in - often they go out or claim they were in even though they were not.
- The reason for the return is in our experience any reason that means they do not pay i.e. they just pick a reason regardless of whether it is true or not to not pay to return.
- Is the customer going to enage with us to keep trying to arrange a collection up to 3 times? One attempt is a task. See below.
Only in the world of Amazon would this procedure seem easy. I suspect it just means more free goods as the customer can just say they are not happy - A-Z and we lose.
In our experience we are finding the customers use this logic - Lets say someone sells a bottle of wine, the customer buys it, tries it and has half the bottle. They then say its not as described or some such thing and obtains a free return label and is refunded at first scan. The seller receives a useless product back and disposes of it - the process to unpick this situation is clunky and generic. The process cannot differentiate between someone buying a pair of trainers and carefully returning it so the seller can resell them - and a half drunk bottle of wine.
Its even better now as an example we have to try and get it back!
The process of Safe T is not complex enough to be applied across all products and the nuances of all returns. Particularly when the customers use the reason for returns as a pick and mix process to find a reason to obtain a return for free or now collection.
Is the team that deals with these issues up to it? If the customer just describes the item as too bulky or too heavy do they default to it should be a collection regardless? They will probably just agree witht he customer. The CS services usually just repeat back to us what the customer says or wants! If the customer says I want the seller to send round Santa Claus with his elves thats exactly the message Amazon CS would email to us!
Where does customers expectation come from? I have an Amazon account as do many people I know- none of us expect a collection service!! Never even thought about it....until now.
Seller_CJAn9FclIoBJn
Another nightmare.
Collecting an item is a real drag.
- The customer must be in at the arranged time date which will be a window of time. They will probably be at work?
- Collections are really expensive so we now have to increase prices to cover.
- Collections windows are just estimates the courier might arrive before or after.
- The customer needs to be in - often they go out or claim they were in even though they were not.
- The reason for the return is in our experience any reason that means they do not pay i.e. they just pick a reason regardless of whether it is true or not to not pay to return.
- Is the customer going to enage with us to keep trying to arrange a collection up to 3 times? One attempt is a task. See below.
Only in the world of Amazon would this procedure seem easy. I suspect it just means more free goods as the customer can just say they are not happy - A-Z and we lose.
In our experience we are finding the customers use this logic - Lets say someone sells a bottle of wine, the customer buys it, tries it and has half the bottle. They then say its not as described or some such thing and obtains a free return label and is refunded at first scan. The seller receives a useless product back and disposes of it - the process to unpick this situation is clunky and generic. The process cannot differentiate between someone buying a pair of trainers and carefully returning it so the seller can resell them - and a half drunk bottle of wine.
Its even better now as an example we have to try and get it back!
The process of Safe T is not complex enough to be applied across all products and the nuances of all returns. Particularly when the customers use the reason for returns as a pick and mix process to find a reason to obtain a return for free or now collection.
Is the team that deals with these issues up to it? If the customer just describes the item as too bulky or too heavy do they default to it should be a collection regardless? They will probably just agree witht he customer. The CS services usually just repeat back to us what the customer says or wants! If the customer says I want the seller to send round Santa Claus with his elves thats exactly the message Amazon CS would email to us!
Where does customers expectation come from? I have an Amazon account as do many people I know- none of us expect a collection service!! Never even thought about it....until now.
Seller_QqE6CBbuZ6CzN
A bullish policy no doubt putting sellers in negative.
@Winston_Amazon@Sarah_Amzn
If someone can speak for sellers!
Seller_QqE6CBbuZ6CzN
A bullish policy no doubt putting sellers in negative.
@Winston_Amazon@Sarah_Amzn
If someone can speak for sellers!
Seller_W0UadCH7lVBVG
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_AMZ @Spencer_Amazon @Sakura_Amazon_ @Abella_AMZ
Can any of the mod's (or anyone from Amazon) please reply to my message I sent here, in relation to this topic.
If the Mod's/Amazon can't reply because they don't know the answers then how are sellers supposed to adopt this new policy?
Thanks
Seller_W0UadCH7lVBVG
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_AMZ @Spencer_Amazon @Sakura_Amazon_ @Abella_AMZ
Can any of the mod's (or anyone from Amazon) please reply to my message I sent here, in relation to this topic.
If the Mod's/Amazon can't reply because they don't know the answers then how are sellers supposed to adopt this new policy?
Thanks
Julia_Amzn
Hello Sellers,
Thank you for sharing your feedback and questions regarding the new policy. I have addressed them to the partner team, who are working now on answers. I will publish the FAQ as soon as I have it.
Best regards,
Julia.
Julia_Amzn
Hello Sellers,
Thank you for sharing your feedback and questions regarding the new policy. I have addressed them to the partner team, who are working now on answers. I will publish the FAQ as soon as I have it.
Best regards,
Julia.
Seller_H1Iho3c24Wva5
"use Buyer-Seller Messages to let customers know that the collection" - what if the buyer has paid via Invoice by Amazon, will there be a way to contact them specifically for this instance, or will it go to A-Z as it does now?
Seller_H1Iho3c24Wva5
"use Buyer-Seller Messages to let customers know that the collection" - what if the buyer has paid via Invoice by Amazon, will there be a way to contact them specifically for this instance, or will it go to A-Z as it does now?
