New return Policy
Am I missing something? I am not finding anywhere in the Amazon return policy which states customers will be refunded their initial shipping cost. With the new return policy where Amazon is issuing the refund once the item is scanned, they are also refunded the initial postage charged. Our return policy states: Shipping cost are non-refundable.
New return Policy
Am I missing something? I am not finding anywhere in the Amazon return policy which states customers will be refunded their initial shipping cost. With the new return policy where Amazon is issuing the refund once the item is scanned, they are also refunded the initial postage charged. Our return policy states: Shipping cost are non-refundable.
24 replies
Seller_olet7eVOHxQZd
Yes, with the new Refund on First Scan, Amazon seems to be messing up and ignoring this even if the return reason is buyer faulted. Once you have the return, open a SafeT, quote the policy and link to it.
It will probably be ignored.
Seller_jLjvRkG19uolA
Even when they do not lie about the return reason they are getting shipping back. Man costing us some money.
Funny thing is they are charging them return shipping.
This is messed up. It was before but now on some of these small items we will loose money.
Cost of doing business on Amazon is going up! Again!
Seller_TYKLqBYXdQL7Y
They did deduct the return shipping label out. Just not the original shipping charge. We can’t even file a safety claim until we get the item to ensure we haven’t been scammed on the return.
Seller_GN6ITgQgjhbat
Where is the new policy link so I can quote that on a SAFE-T claim? I have 5 returns this week all with this same issue. TIA
Seller_upIXHlz6LnywQ
That is a huge part of the problem. There IS no published policy that specifically addresses refunds of outbound shipping charges on buyer-fault returns. This allows Amazon to operate in a gray area and do whatever they feel like, without recourse.
I have done three test buys to demonstrate that Amazon itself does not refund shipping in similar buyer-fault situations. When I engage the CSR via chat to question why Amazon did not refund outbound shipping, it appears they are trained to say it was an Amazon error and then refund the outbound shipping. And that they cannot speak about policy. Basically, it’s at their discretion.
All I can say is “Well played, Amazon”
Wouldn’t surprise me if Amazon is not refunding outbound shipping automatically to 3P seller’s customers either. They are probably pocketing the $$$ unless a buyer calls to claim the $$$.
Pure speculation, but that’s where all the evidence I have gathered points.
Seller_hA060q8nqygew
There actually is
sellercentral.amazon.com/gp/help/G201650140
item # 3, bullet point 1
Reimbursing the buyer for outbound shipping is optional. OPTIONAL. @SeaMod - it’s OPTIONAL
OPTIONAL OPTIONAL OPTIONAL OPTIONAL OPTIONAL
The automatic refund programming doesn’t take into account that it’s OPTIONAL.
The Safe-T claim people don’t always seem to understand that it’s OPTIONAL
The policy is right there, in black and white.
OPTIONAL OPTIONAL OPTIONAL OPTIONAL OPTIONAL
Hoping someone from Amazon will finally get a clue that refunding outbound shipping, according to their own policies is OPTIONAL.
Seller_upIXHlz6LnywQ
I hear you, @racingroxstore. Although I meant my statement specifically as it pertains to returns using Prepaid Return Labels. Amazon will look at that link and say the key words here are “depending on the return circumstances.”
I am only able to issue partial refunds on items that I have opted out from Prepaid Return Labels.
Seller_3jklMu9gL1Ar4
Amazon getting a clue is asking a lot, we have finally hit a breaking point and have started filtering all new inventory elsewhere. Maybe if that happens with enough sellers and Amazon loses some of their ability to fund their pet projects with what they make off of seller fees things will change but I sincerely doubt it.
Seller_upIXHlz6LnywQ
I really truly believe us individual 3P sellers don’t matter to Amazon. Nowdays, there is always someone else to replace us. (It wasn’t that way when my company was recruited in 2004, but here we are now…) I think we are more likely to get Amazon’s attention by explaining how the policy will negatively impact the customer experience rather than explaining how it hurts us as sellers.
Seller_hA060q8nqygew
I am only able to issue partial refunds on items that I have opted out from Prepaid Return Labels.
I’m not sure what you mean… you should be able to withhold applicable restocking fees, which essentially equals issuing a partial refund - I’ve never heard of anyone not being able to do that. 
When you say you’re not able, what do you mean, exactly? Don’t you have this part of the screen available? To get it, you have to click on the ‘Issue Refund’ button from within your Returns page, if you go into the Order directly, the refund options will be different.
Hey, wait a second...
It looks like Amazon changed something. Now, if you go into the order directly, there IS a 'partial refund' option. When did they that happen???
Clicking Issue Partial Refund brings up this box -
Seller_upIXHlz6LnywQ
Hmm… I’ll check it out. Thank you for posting that information.
I should have stated more clearly…when I say I am only able to issue partial refunds on items I have opted out of Prepaid Return Labels, I am saying that in the context of returns that are Refunded at First Scan. Like this one. Customer chose an incorrect return reason. The item was not defective simply because it didn’t fit their specific purpose. The item was not compatible with their equipment. So, to get the cost of the PRL back, or any restock if item is returned damaged or materially different, I need to make my case to SAFE-T Claim Team.
Here is one where buyer chose a buyer fault reason. I can charge a restocking fee against the cost of the Prepaid Return Label, should I choose to refund any of that cost. But I can’t retain any restocking fee from what Amazon has already refunded the customer through RFS. I need to make my claims to the SAFE-T Claim Team.
I do still retain restock fee options for returns where RFS hasn’t kicked in. And it does look like not all PRL returns are being Refunded at First Scan. In fact, a much smaller percentage than I expected. Not sure why that is the case. Maybe Amazon is phasing RFS in slowly?
To ensure items absolutely will not be RFSed, I need to opt them out of PRLs. Then I still get this screen:
If an item is RFSed, I do lose the option of withholding any applicable restocking fees (unless I decide I want to partial-refund the cost of the PRL in buyer-fault scenarios). The only way to recover any monies that we used to retain by doing a partial refund must be requested through a SAFE-T Claim.
Seller_aVmTdYD2j1uGo
Amazon has been trying to ‘nudge’ FBM sellers into free returns. First Amazon allowed sellers to determine if the return label was to be paid by the buyer prior to the return authorization. Then they decided to do automatic authorizations and with that they charged sellers for all return labels and then allowed sellers to ‘claw back’ the return label cost from the refund once you got the item back. Now Amazon authorizes the return AND charges the seller for the label while giving the buyer a full refund when the item gets it’s first scan. Sellers now have to try and ‘claw back’ the return label from Amazon after the refund has already been given in full to the buyer a few days prior. As you can expect, getting that label cost refunded back to you from Amazon is going to be a lot more difficult than from a buyer. They will make you jump through a dozen hoops and then deny you most of the time.
Mark my words, before long Amazon will announce a wonderful new policy to ‘help sellers’ by forcing all return labels to be paid by the seller with no ability to get the cost of that label back. After that, my bet is there will be no restocking charges allowed in the near future. You know, delighting buyers and all that malarkey. But hey, it makes the sellers return process much easier when you don’t have to fight for a shipping label refund or do the hard math involved in calculating a restocking charge!
Seller_ck693ajLtR7op
I’ve filed so many Safe-T claims this year, asking for reimbursements for outbound shipping when the return was buyer faulted, but I’ve never won it.
Amazon always replied something like:
“Why is this happening? The reimbursement claim does not cover returns of an item in the original condition within the return window.”
or
“The reimbursement claim does not cover outbound shipping costs.”
I sent screenshots of the optional feature for refunding outbound shipping, but I always got these same answers.
Seller_P7PpfjYuzkgey
Unfortunately, the SAFE-T team is a bot or brainless people programmed to reply only copy-and-paste answers.
I never won one single claim, even when a customer returned white pants all dirty and without any tag.
I did 3 claims about outgoing shipping 100% refunded to the customer by RFS. All claims were denied, I asked to escalate to supervisors, and after 1 week, all were denied again… since the first contact, I always received the same copy-and-paste answer.
As I sell brands clothing, my return rate is almost 20%, all customer fault (mainly size) and I cant higher prices, neither pay the outgoing shipping (my listings don’t have free shipping)… maybe is time to say goodby to Amazon.
