Upcharge for large box customer used to return item - Mod help, please!
Customer used a very large box to return our item in. I had to open a Safe T claim for the condition of the item received, which was reimbursed. I also showed pictures and dimensions of the box we received back and stated I calculated that I would be getting an upcharge from UPS in the amount of around $14.65. They would not reimburse me for that, which I understood since I hadn't been upcharged, yet. Well, now I have been and the Safe T Claim team does not seem to understand the issue. I need a credit for this upcharge. Customer was responsible for all return shipping costs on this return.
@SEAmod
Sage T Claim ID: 21492-21300-5046313
Upcharge for large box customer used to return item - Mod help, please!
Customer used a very large box to return our item in. I had to open a Safe T claim for the condition of the item received, which was reimbursed. I also showed pictures and dimensions of the box we received back and stated I calculated that I would be getting an upcharge from UPS in the amount of around $14.65. They would not reimburse me for that, which I understood since I hadn't been upcharged, yet. Well, now I have been and the Safe T Claim team does not seem to understand the issue. I need a credit for this upcharge. Customer was responsible for all return shipping costs on this return.
@SEAmod
Sage T Claim ID: 21492-21300-5046313
6 replies
Danny_Amazon
Hello @Seller_qa3jEvxx9StPs- and thanks for highlighting this correction charge from the carrier here on the Amazon seller forums.
Per our guidance on carrier shipping correction charges, "Shipping-correction charges may be applied if the package that the item is returned in is larger or smaller than reported on the shipment. Customers may package their returned product differently than how the products were received. It is important to provide clear assembly and disassembly instructions to help avoid carrier charges."
You may also wish to review the surcharges applied by carrier via this page on shipping costs for seller fulfilled returns, specific to UPS returns, as I see the return shipping was completed through their service.
For support related to UPS shipping charges and adjustments, contact Selling Partner Support. For more information, go to Guidelines for contacting Selling Partner Support.
Thank you,
Danny
Seller_qa3jEvxx9StPs
Good evening,
So, since the customer was responsible for the return shipping on this item, shouldn't they also be responsible for this upcharge? The return shipping was deducted from their refund with RFS as the customer claimed they no longer needed the item. They chose to return in it different packaging that was much larger than what we used. They should be responsible for ALL return shipping costs in this case.
Should I contact Selling Partner Support? Or should the Safe T Claim team being crediting us for this?
Danny_Amazon
Hi again @Seller_qa3jEvxx9StPs- you can engage with our seller support team for support related to UPS shipping charges and carrier adjustments. Feel free to let me know that Case ID once available so I can review from my end as well, if it failed to address your concerns!
Best,
Danny
Seller_qa3jEvxx9StPs
Case ID 16590438311. Sadly, this is not an adjustment due to UPS making an incorrect adjustment. The customer chose to ship it in the largest box they could find and since they were responsible for return shipping, I am unsure as to why this is being charged to us. This should be charged to the customer OR the Safe T Claim team should be refunding us this charge. The system is broken and needs to be fixed!
Danny_Amazon
Thanks for that detail, @Seller_qa3jEvxx9StPs-- after review I can confirm this is a legitimate charge, and the guidance from our support team through that case is correct. I apologize for any strain this charge from the carrier may put on your business.
Amazon has updated the messaging sent to buyers when returning items to help navigate such situations. As part of the return process, buyers are being instructed to:
- Use the packaging that the order arrived in or packaging with similar dimensions.
- Avoid using over-sized boxes or packaging.
- If the product required assembly, disassemble the item first.
We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges.
Best regards,
Danny
Seller_kIukTwdhvntAp
"We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges. "
You can 'hope' that the totally wimpy message will reduce the problem but it won't work.
How about actually stating something there that MIGHT have an effect --
NOTE -- Buyers that return items in oversized packaging that incurs cost adjustments and surcharges from the shipping companies WILL BE CHARGED for those overages and adjustments. NO EXCEPTIONS.
Allow me to resurrect an image that I used two years ago about how little Amazon considers the issues that sellers face from your entitled buyers....
Upcharge for large box customer used to return item - Mod help, please!
Customer used a very large box to return our item in. I had to open a Safe T claim for the condition of the item received, which was reimbursed. I also showed pictures and dimensions of the box we received back and stated I calculated that I would be getting an upcharge from UPS in the amount of around $14.65. They would not reimburse me for that, which I understood since I hadn't been upcharged, yet. Well, now I have been and the Safe T Claim team does not seem to understand the issue. I need a credit for this upcharge. Customer was responsible for all return shipping costs on this return.
@SEAmod
Sage T Claim ID: 21492-21300-5046313
Upcharge for large box customer used to return item - Mod help, please!
Customer used a very large box to return our item in. I had to open a Safe T claim for the condition of the item received, which was reimbursed. I also showed pictures and dimensions of the box we received back and stated I calculated that I would be getting an upcharge from UPS in the amount of around $14.65. They would not reimburse me for that, which I understood since I hadn't been upcharged, yet. Well, now I have been and the Safe T Claim team does not seem to understand the issue. I need a credit for this upcharge. Customer was responsible for all return shipping costs on this return.
@SEAmod
Sage T Claim ID: 21492-21300-5046313
Upcharge for large box customer used to return item - Mod help, please!
Customer used a very large box to return our item in. I had to open a Safe T claim for the condition of the item received, which was reimbursed. I also showed pictures and dimensions of the box we received back and stated I calculated that I would be getting an upcharge from UPS in the amount of around $14.65. They would not reimburse me for that, which I understood since I hadn't been upcharged, yet. Well, now I have been and the Safe T Claim team does not seem to understand the issue. I need a credit for this upcharge. Customer was responsible for all return shipping costs on this return.
@SEAmod
Sage T Claim ID: 21492-21300-5046313
6 replies
6 replies
Danny_Amazon
Hello @Seller_qa3jEvxx9StPs- and thanks for highlighting this correction charge from the carrier here on the Amazon seller forums.
Per our guidance on carrier shipping correction charges, "Shipping-correction charges may be applied if the package that the item is returned in is larger or smaller than reported on the shipment. Customers may package their returned product differently than how the products were received. It is important to provide clear assembly and disassembly instructions to help avoid carrier charges."
You may also wish to review the surcharges applied by carrier via this page on shipping costs for seller fulfilled returns, specific to UPS returns, as I see the return shipping was completed through their service.
For support related to UPS shipping charges and adjustments, contact Selling Partner Support. For more information, go to Guidelines for contacting Selling Partner Support.
Thank you,
Danny
Seller_qa3jEvxx9StPs
Good evening,
So, since the customer was responsible for the return shipping on this item, shouldn't they also be responsible for this upcharge? The return shipping was deducted from their refund with RFS as the customer claimed they no longer needed the item. They chose to return in it different packaging that was much larger than what we used. They should be responsible for ALL return shipping costs in this case.
Should I contact Selling Partner Support? Or should the Safe T Claim team being crediting us for this?
Danny_Amazon
Hi again @Seller_qa3jEvxx9StPs- you can engage with our seller support team for support related to UPS shipping charges and carrier adjustments. Feel free to let me know that Case ID once available so I can review from my end as well, if it failed to address your concerns!
Best,
Danny
Seller_qa3jEvxx9StPs
Case ID 16590438311. Sadly, this is not an adjustment due to UPS making an incorrect adjustment. The customer chose to ship it in the largest box they could find and since they were responsible for return shipping, I am unsure as to why this is being charged to us. This should be charged to the customer OR the Safe T Claim team should be refunding us this charge. The system is broken and needs to be fixed!
Danny_Amazon
Thanks for that detail, @Seller_qa3jEvxx9StPs-- after review I can confirm this is a legitimate charge, and the guidance from our support team through that case is correct. I apologize for any strain this charge from the carrier may put on your business.
Amazon has updated the messaging sent to buyers when returning items to help navigate such situations. As part of the return process, buyers are being instructed to:
- Use the packaging that the order arrived in or packaging with similar dimensions.
- Avoid using over-sized boxes or packaging.
- If the product required assembly, disassemble the item first.
We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges.
Best regards,
Danny
Seller_kIukTwdhvntAp
"We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges. "
You can 'hope' that the totally wimpy message will reduce the problem but it won't work.
How about actually stating something there that MIGHT have an effect --
NOTE -- Buyers that return items in oversized packaging that incurs cost adjustments and surcharges from the shipping companies WILL BE CHARGED for those overages and adjustments. NO EXCEPTIONS.
Allow me to resurrect an image that I used two years ago about how little Amazon considers the issues that sellers face from your entitled buyers....
Danny_Amazon
Hello @Seller_qa3jEvxx9StPs- and thanks for highlighting this correction charge from the carrier here on the Amazon seller forums.
Per our guidance on carrier shipping correction charges, "Shipping-correction charges may be applied if the package that the item is returned in is larger or smaller than reported on the shipment. Customers may package their returned product differently than how the products were received. It is important to provide clear assembly and disassembly instructions to help avoid carrier charges."
You may also wish to review the surcharges applied by carrier via this page on shipping costs for seller fulfilled returns, specific to UPS returns, as I see the return shipping was completed through their service.
For support related to UPS shipping charges and adjustments, contact Selling Partner Support. For more information, go to Guidelines for contacting Selling Partner Support.
Thank you,
Danny
Danny_Amazon
Hello @Seller_qa3jEvxx9StPs- and thanks for highlighting this correction charge from the carrier here on the Amazon seller forums.
Per our guidance on carrier shipping correction charges, "Shipping-correction charges may be applied if the package that the item is returned in is larger or smaller than reported on the shipment. Customers may package their returned product differently than how the products were received. It is important to provide clear assembly and disassembly instructions to help avoid carrier charges."
You may also wish to review the surcharges applied by carrier via this page on shipping costs for seller fulfilled returns, specific to UPS returns, as I see the return shipping was completed through their service.
For support related to UPS shipping charges and adjustments, contact Selling Partner Support. For more information, go to Guidelines for contacting Selling Partner Support.
Thank you,
Danny
Seller_qa3jEvxx9StPs
Good evening,
So, since the customer was responsible for the return shipping on this item, shouldn't they also be responsible for this upcharge? The return shipping was deducted from their refund with RFS as the customer claimed they no longer needed the item. They chose to return in it different packaging that was much larger than what we used. They should be responsible for ALL return shipping costs in this case.
Should I contact Selling Partner Support? Or should the Safe T Claim team being crediting us for this?
Seller_qa3jEvxx9StPs
Good evening,
So, since the customer was responsible for the return shipping on this item, shouldn't they also be responsible for this upcharge? The return shipping was deducted from their refund with RFS as the customer claimed they no longer needed the item. They chose to return in it different packaging that was much larger than what we used. They should be responsible for ALL return shipping costs in this case.
Should I contact Selling Partner Support? Or should the Safe T Claim team being crediting us for this?
Danny_Amazon
Hi again @Seller_qa3jEvxx9StPs- you can engage with our seller support team for support related to UPS shipping charges and carrier adjustments. Feel free to let me know that Case ID once available so I can review from my end as well, if it failed to address your concerns!
Best,
Danny
Danny_Amazon
Hi again @Seller_qa3jEvxx9StPs- you can engage with our seller support team for support related to UPS shipping charges and carrier adjustments. Feel free to let me know that Case ID once available so I can review from my end as well, if it failed to address your concerns!
Best,
Danny
Seller_qa3jEvxx9StPs
Case ID 16590438311. Sadly, this is not an adjustment due to UPS making an incorrect adjustment. The customer chose to ship it in the largest box they could find and since they were responsible for return shipping, I am unsure as to why this is being charged to us. This should be charged to the customer OR the Safe T Claim team should be refunding us this charge. The system is broken and needs to be fixed!
Seller_qa3jEvxx9StPs
Case ID 16590438311. Sadly, this is not an adjustment due to UPS making an incorrect adjustment. The customer chose to ship it in the largest box they could find and since they were responsible for return shipping, I am unsure as to why this is being charged to us. This should be charged to the customer OR the Safe T Claim team should be refunding us this charge. The system is broken and needs to be fixed!
Danny_Amazon
Thanks for that detail, @Seller_qa3jEvxx9StPs-- after review I can confirm this is a legitimate charge, and the guidance from our support team through that case is correct. I apologize for any strain this charge from the carrier may put on your business.
Amazon has updated the messaging sent to buyers when returning items to help navigate such situations. As part of the return process, buyers are being instructed to:
- Use the packaging that the order arrived in or packaging with similar dimensions.
- Avoid using over-sized boxes or packaging.
- If the product required assembly, disassemble the item first.
We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges.
Best regards,
Danny
Danny_Amazon
Thanks for that detail, @Seller_qa3jEvxx9StPs-- after review I can confirm this is a legitimate charge, and the guidance from our support team through that case is correct. I apologize for any strain this charge from the carrier may put on your business.
Amazon has updated the messaging sent to buyers when returning items to help navigate such situations. As part of the return process, buyers are being instructed to:
- Use the packaging that the order arrived in or packaging with similar dimensions.
- Avoid using over-sized boxes or packaging.
- If the product required assembly, disassemble the item first.
We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges.
Best regards,
Danny
Seller_kIukTwdhvntAp
"We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges. "
You can 'hope' that the totally wimpy message will reduce the problem but it won't work.
How about actually stating something there that MIGHT have an effect --
NOTE -- Buyers that return items in oversized packaging that incurs cost adjustments and surcharges from the shipping companies WILL BE CHARGED for those overages and adjustments. NO EXCEPTIONS.
Allow me to resurrect an image that I used two years ago about how little Amazon considers the issues that sellers face from your entitled buyers....
Seller_kIukTwdhvntAp
"We hope that our updated and improved messaging will reduce the number of incidents of over-sized packaging for returns and other carrier charges. "
You can 'hope' that the totally wimpy message will reduce the problem but it won't work.
How about actually stating something there that MIGHT have an effect --
NOTE -- Buyers that return items in oversized packaging that incurs cost adjustments and surcharges from the shipping companies WILL BE CHARGED for those overages and adjustments. NO EXCEPTIONS.
Allow me to resurrect an image that I used two years ago about how little Amazon considers the issues that sellers face from your entitled buyers....
