Safe-T claim for outbound expedited shipping. Amazon denied!
Well, I had another Amazon interaction that didn't go well. I had a customer who, on original order, added an expedited shipping we offer for an additional $11.99. We did our part and it arrived on time. Buyer returned the item. Amazon refunded the entire order including the extra shipping with RFS. They've done this before and I always file a Safe-T claim for the shipping and I normally get reimbursed without issue. But on this one, Amazon has denied it and my appeal with the reason:
Why is this happening?
The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program.
I've appealed for a 3rd time now trying to explain that I'm not asking for the return shipping but for the original shipping.
Any tips for success here?
Safe-T claim for outbound expedited shipping. Amazon denied!
Well, I had another Amazon interaction that didn't go well. I had a customer who, on original order, added an expedited shipping we offer for an additional $11.99. We did our part and it arrived on time. Buyer returned the item. Amazon refunded the entire order including the extra shipping with RFS. They've done this before and I always file a Safe-T claim for the shipping and I normally get reimbursed without issue. But on this one, Amazon has denied it and my appeal with the reason:
Why is this happening?
The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program.
I've appealed for a 3rd time now trying to explain that I'm not asking for the return shipping but for the original shipping.
Any tips for success here?
23 replies
Seller_DdmPiA1p1S2Wu
Amazon pulls that periodically. I find that the vast majority of the time Amazon will reimburse for the outbound shipping, but occasionally, they will refuse and will provide the "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program." nonsense. Once they rule this way, it's pretty much set in stone. This is the reason that as soon as Amazon started refunding the outbound shipping on returns that I removed all expedited shipping options from what I sell. Buyers can just wait longer since there is no guarantee that Amazon won't refund that money that they aren't owed back to them if they return it and then refuse to fix it.
Seller_jwxeKIvkgcQi1
What was the “issue you reported”? What reason did buyer use for the return?
Seller_t1I4cEfn4Sr32
Typical of Amazon. Get used to it, they do not care about the sellers. Best is to remove the expedited shipping option
Seller_w6aLwkKdfu3L0
You're not gonna win this. We actually did away with expedited shipping for this sole reason. Buyers know 2Day shipping is free on Prime goods, but do not realize not all goods are Prime or FBA items. Because of this they'll 2Day everything till they get a bill.
Some will be aware of it and will desperately need it and will pay the amount. Most will not and you'll be on the hook for it so you'll have to weight it out is it worth it for the few people that should have ordered sooner and willing to pay versus the people that will abuse the return system on a mistake they made by not paying attention to their check out.
TaylorR_Amazon
Hi @Seller_ORQtG7VJkFtXK, I see that a couple sellers report this decision is likely final. I'm going to see if there is any possibility I can help you appeal this. Just to verify, have you opted into Free Returns?
The Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network lists the following scenarios as eligible for reimbursement:
- Amazon determines that the customer abused Amazon's return or refund policy.
- An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find some examples of return reasons and faulted parties here.
- A materially different item is returned to you and Amazon determines you were not at fault.
- 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.
- Buyer returned item after the return period: You are eligible for reimbursement if Amazon initiated a return on behalf of a customer for an item that is outside of the return window.
To do this, go to your shipping template from Settings, Shipping Settings. Click "Edit template" and clear the One-Day and Two-Day Delivery option.
Seller_z1JDNz6de1lqc
We have had that same BS then they say its not covered then they deny and stop replying seems how it goes. We had one last year where they gave customer holiday return window for the 2nd of october where policy dint star until the 14th and like clockwork soon as we called out their mistake they denied claim and would not further respond. They even stated incorrect return policy I guess they did not like where we sent them a screen shot right back on that they were not correct on policy. Safe-T is like 1 out of 10 they do not follow correct policy where AtoZ is like flip of a coin how they side. Even last week customer returned bag of garbage and Safe-T did not fully cover it cost be $8.54 for customer returning garbage instead of item!
TaylorR_Amazon
Hello @Seller_ORQtG7VJkFtXK, I did attempt to escalate this. I wish that I had better news, however, for all return requests where a RFS is issued and buyer had paid outbound shipping costs, the outbound shipping amount is refunded to the customer, irrespective of fault.
