Item received customer, wants refund, asking my help
Hello, My customer received his merchandise yesterday (feb 13), and today requested a refund from Amazon. Amazon refunded his money immediately, and today I got a message from AMAZON customer service stating, "Customer wants to return this item on UPS drop off, free return mailing label QR code. Please assist the customer within the next 48 business hours.". I am not sure how to assist the customer here other than to write back and tell customer to bring merchandise to a UPS store, with the QR code for return processing. And then, after 30 days, If i do not get the merchandise, I can file a SAFE-T claim. Is all that correct? Thanks so much for your thoughts on this.
Item received customer, wants refund, asking my help
Hello, My customer received his merchandise yesterday (feb 13), and today requested a refund from Amazon. Amazon refunded his money immediately, and today I got a message from AMAZON customer service stating, "Customer wants to return this item on UPS drop off, free return mailing label QR code. Please assist the customer within the next 48 business hours.". I am not sure how to assist the customer here other than to write back and tell customer to bring merchandise to a UPS store, with the QR code for return processing. And then, after 30 days, If i do not get the merchandise, I can file a SAFE-T claim. Is all that correct? Thanks so much for your thoughts on this.
12 svar
Seller_OvL8C4BJWiuS9
Does it say Auto-approved or auto-authorized?
Quincy_Amazon
Hello @Seller_RfO4nP7bWLuI1
Thank you for posting your inquiry to the Forums.
You can respond to the customer's message via Buyer-Seller messages with the steps on how to return the product to you. You can provide the return label to the buyer in this channel as well. Please advise whether the buyer opened a return request or if you need additional assistance.
Regards,
Quincy_Amazon
Seller_qso9puw2G5kCa
Follow the instructions provided by @Quincy_Amazon
Then, wait at least 2 weeks for the customer to send back their item. If they have not returned the item in 2 weeks and there is no tracking progress, then you can file a Safe-T Claim. If there is an open return request, they will deny your Safe-T Claim if you file before 2 weeks has passed.
Quincy_Amazon
Thank you to members of the community for providing that guidance. For context, you may be eligible for reimbursement via a SAFE-T Claim if an item is returned to you in unsellable condition and Amazon determines you were not at fault, a materially different item is returned to you and Amazon determines you were not at fault, or if the customer did not return the product, evident by lack of "Return Merchandise Authorization (RMA)" or a carrier’s "first scan" in a return tracking. Please note that you can file a SAFE-T claim within 60 days of a refund charge to your account.
Regards,
Quincy_Amazon
Seller_NxPuqak8YNJEF
the free return dropoff at a UPS Store with a QR code is for FBA (Fulfilled by Amazon) only. I am guessing your product was seller-fulfilled, not FBA, and the customer got the regular postage label and is thinking they can send it back for free because they bought from Amazon and other products can use the QR code at UPS Store for free.
Is your product FBA (Fulfilled By Amazon) or FBM (Fulfilled By Merchant)?
If your product is FBA, and they got the postage label instead of the QR code, they need to cancel the return and file for return again, selecting UPS Store drop off. This happens if a customer talks to Amazon customer service and customer service files the return request, and the agent doesn't bother to ask how to return. In this situation, if the customer does nothing, they will eventually be re-charged because they didn't return. I think it also happens for any product with lithium batteries or anything hazardous that does not ship in the box of crap that the UPS Store sends back. Most things sent back with QR codes are scanned and then tossed in a 25x25x25 inch box and shipped back completely unprotected. Some things are not eligible for dump box shipping and must be shipped back individually due to being hazardous.
If your product is FBM, the return request yanks the money from your account but is not given back to the customer yet, awaiting the customer actually returning and tracking showing on the way to you, or after 60 days or whatever not returning is given back to you (but the postage is still valid and can be used at a later date unless you remember to close/cancel the postage). There is no QR code for this option and only a normal postage label. I have not dealt with any FBM customer returns in a while so if I forgot something, someone else can correct me.
Seller_tPTLVi0FIGlk1
yes hear me, now you have an option for appeal, in appeal yu provide all evidence to Amazon and write your appeal properly, amazon will take action against a customer if you fullfil order successfully
