Replacement return authorized by Amazon before they dropped off the return.
Original order: 114-4790976-7437016
Replacement order: 113-4448673-5838651
A customer started a replacement return which we auto authorized and provided a label.
The customer never dropped it off but Amazon for some reason took the replacement order off of pending and we fulfilled it to avoid any marks on our account.
Now 3 weeks have gone by and the customer has still not dropped off the return at all.
They claim that "So we shipped it back, but we didn't use the return ship label because we had the original box so the ups people just used original label and shipped it with that." which is obviously false as UPS does not allow that.
We tried filing a safety claim on the replacement order but it stated "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment." We cant file a claim as it was never dropped off.
This is also false but we dont know what else to do here but we seem to be out of the full cost of the replacement without receiving the return.
@SEAmod
Any ideas here?
Replacement return authorized by Amazon before they dropped off the return.
Original order: 114-4790976-7437016
Replacement order: 113-4448673-5838651
A customer started a replacement return which we auto authorized and provided a label.
The customer never dropped it off but Amazon for some reason took the replacement order off of pending and we fulfilled it to avoid any marks on our account.
Now 3 weeks have gone by and the customer has still not dropped off the return at all.
They claim that "So we shipped it back, but we didn't use the return ship label because we had the original box so the ups people just used original label and shipped it with that." which is obviously false as UPS does not allow that.
We tried filing a safety claim on the replacement order but it stated "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment." We cant file a claim as it was never dropped off.
This is also false but we dont know what else to do here but we seem to be out of the full cost of the replacement without receiving the return.
@SEAmod
Any ideas here?
2 replies
Seller_DdmPiA1p1S2Wu
If the return label isn't used within 30 days I think it is, Amazon is supposed to charge the buyer and credit you for the item.
Roberto_Amazon
@Seller_1pGH84R7HL9DZ Hey there!
Thank you for bringing this matter into our attention. As mentioned by @Seller_DdmPiA1p1S2Wu the auto-refund kicks in 30 days after the replacement is shipped for cases where the buyer fails to return the original item.
Please allow 30 + 7 days (to allow time for the credit to show under your payment reports).
Replacements for seller-fulfilled returns
Regards,
Roberto
