Why is Amazon customer service not telling customers how to initiate returns through order link?
We have recently had a spate of emails coming from Amazon customer service, where they are directing customers to us for pre-paid return labels, and/or "label-less" returns.
These can both can be done through the customers' order links. Why is customer service no longer directing customers, there?
We have our returns set on auto-authorized; there is no need for us to be contacted unless, of course, a customer wishes to.
Has something changed that we are unaware of? Is this information no longer valid?
"How does label-free, box free returns work?
Don’t worry about printing a label or packing up your item. Just go to Your Orders and select the item you wish to return. Tell us why you want to return this item, then choose a drop-off location that supports label-free, box-free returns. We’ll send you a QR code; bring your code and item to the drop-off location, and you’re done."
(copy/paste link to view)
https://www.amazon.com/b?ie=UTF8&node=18726306011#:~:text=Don't%20worry%20about%20printing,free%2C%20box%2Dfree%20returns.
We're spending time addressing these emails, which seems unnecessary and must be frustrating for the customer.
Can someone from Amazon address this issue, generally? Did something change?
Why is Amazon customer service not telling customers how to initiate returns through order link?
We have recently had a spate of emails coming from Amazon customer service, where they are directing customers to us for pre-paid return labels, and/or "label-less" returns.
These can both can be done through the customers' order links. Why is customer service no longer directing customers, there?
We have our returns set on auto-authorized; there is no need for us to be contacted unless, of course, a customer wishes to.
Has something changed that we are unaware of? Is this information no longer valid?
"How does label-free, box free returns work?
Don’t worry about printing a label or packing up your item. Just go to Your Orders and select the item you wish to return. Tell us why you want to return this item, then choose a drop-off location that supports label-free, box-free returns. We’ll send you a QR code; bring your code and item to the drop-off location, and you’re done."
(copy/paste link to view)
https://www.amazon.com/b?ie=UTF8&node=18726306011#:~:text=Don't%20worry%20about%20printing,free%2C%20box%2Dfree%20returns.
We're spending time addressing these emails, which seems unnecessary and must be frustrating for the customer.
Can someone from Amazon address this issue, generally? Did something change?
3 replies
Seller_aV1Bh32hE0KND
Amazon has recently changed its Amazon.com 'Your Orders' page.
They still have the 'Return or replace items' option but the first option highlighted in yellow is the 'Problem with order' button. If the customer clicks it, then it directs them to contact/message the seller. So I imagine because it is highlighted and/or first, some customers may just click on it.
I've never known of Customer Service to direct customers or offer much support for 3P FBM orders. They will just transcribe what the customer is saying and pass it on to the Seller.
Veronica_Amazon
Thank you for this feedback on the order of 'Your Orders' page @BlueHorizon. I will be highlighting this thread with an internal team to help them get direct feedback on the order of this and potential pain points it might be causing, from a Sellers perspective.
Kindest regards,
Veronica_Amazon
