PRL exemption not working, template ends up blank after a day
we are trying to request PRL exemption as our return labels are hit with insane over fee's on UPS, but we have a contract with UPS and FEDEX that eliminates overages..
Every time i upload the template correctly, it stays active for a day, then i request the report and the PRL file is empty the next day.. and then we get a return today and of course UPS charged us 40$ for a return label that i can buy from FEDEX for 15$... this has to end.
WE have a returnless resolution template uploaded for our samples, and that is working.. but the big issue is the PRL exemption, we have the capability and the need authorize all returns and issue our own label.. this worked for maybe 1 day and now back to amazon giving away free money to customers. we are not enrolled in amazon customer service... can you please look at our return settings.. we have it set for us to provide our own RMA #, and to provide a NON paid label to customer.. the area where i can upload a label is not there anymore..
CASE ID 17101951941
thanks
@Micah_Amazon@Glenn_Amazon@KJ_Amazon
27 replies
KJ_Amazon
Thank you for these details @Seller_KcEtz9Bkb8qhY
Can you please provide more details about the below?
Did you receive a (temporary) exemption from the prepaid return label program but then it reverted?
Information on the process and requirements for SKU-level exemptions can be found in the below help page:
Prepaid returns for seller-fulfilled orders
Do these items qualify as "High-value items (price exceeding $100) that need special shipping (for example, items that require special shipping insurance)"?
Seller_KcEtz9Bkb8qhY
KJ, yes of course all items on our list are over $100.. and require SPECIAL shipping due to their size 57" by 5 x 5" .... we cannot keep paying UPS thousands of dollars every quarter for their labels when we have our own contract with FEDEX and UPS..
in regards to temporary exemption, no idea.. where would it say this? all i do is upload the template, and then request the report, it shows the items.. then they disappear and the template / note file goes blank.
Thanks
KJ_Amazon
in regards to temporary exemption, no idea.. where would it say this? all i do is upload the template, and then request the report, it shows the items.. then they disappear and the template / note file goes blank.
By "temporary exemption" I meant that your exemption request was successful, you received return requests for the SKUs that did not have a prepaid return label automatically issued, but this only lasted a short time and then the labels were again issued.
I checked Case ID 17101951941 and see that it is still active and in the process of being reviewed. Please check back after you have received a response/resolution, and let me know if additional support is needed.
Seller_KcEtz9Bkb8qhY
Yes, you are correct. thanks for clarifying... it worked for a few days, then back to square one with auto authorizing
For instance. today we have a return, the customer bought two different patterns of fabric, but were purchased together and send in one package on a tube... yet Amazon authorized two individual return labels @ $40 each .. the order was only 130$...
My question is.. WHY is the SAME ORDER # being issued TWO return labels? THIS IS categorically absurd and a massive waste of OUR money...
114-2927262-3240265
Seller_KcEtz9Bkb8qhY
@KJ_Amazon
Can you take a look at the response from AmazonSeller. Why are they responding to us talking to us about Italy in Europe. We don’t have a if we don’t this example of how the is don’t know what they’re talking about. Nothing in our support request had anything to do with Europe we are a US seller. Can you please escalate this and fix this issue.
KJ_Amazon
I masked our partner team to review your PRL exemption request and provide next steps for you, or request information if needed. I will post updates when I receive them from that team.
KJ_Amazon
KJ_Amazon
Please follow up in Case 17101951941 to provide Order ID examples where prepaid return labels were issued for return requests / ASINs where you requested/received exemptions. Let me know when you have done so.
KJ_Amazon
Seller_KcEtz9Bkb8qhY
KJ.. they replied talking to me about EUROPE.. we dont sell in europe.. their reply was utter nonsense... what am i supposed to reply too ?
NONE the less, i replied with screen shots
Seller_KcEtz9Bkb8qhY
@KJ_Amazon once again my template gets erased...
even our RETURNLESS RESOLUTION template for samples, it gets erased when i download the template .. what the heck is going on? this is ABSURD
KJ_Amazon
I shared your update with our partner team. They will review the ongoing case and determine what next steps are available for you to escalate your inquiry.
Seller_KcEtz9Bkb8qhY
What is happening.... Every report i request, even PRL, with the correct file name.. it pukes back the return less resolution / free return template.. it is not allowing or accepting the PRL template, but when i download the template, it is populated with the return less info..
