Customer given incorrect / conflicting return instructions by Amazon Shopping App.
Customer returned an unwanted/no longer required order to us.
the returned item was the (delicate) retail packaged item with a T48 shipping label stuck on it,
no outer shipping carton or protective packaging.
and it obviously arrived back to us damaged/squashed/unfit for resale
the customer said they were told that the store staff would package and label the return for them
and has sent us the supporting information from the amazon shopping app.
which at the top does say that - but then has conflicting information below.
can someone get this urgently fixed - it would explain why we and other sellers have an increased in unpackaged returns.
Customer was not refunded on first scan - so we cant make a safe-t claim unless amazon issue the refund.
if we send the refund then we cannot claim.
@Julia_Amazon @Winston_Amazon @Ezra_Amazon
can someone take a look at this for us.
(I have opened a seller support case on case id 9927201012 which has the customer's order number in it)
Customer given incorrect / conflicting return instructions by Amazon Shopping App.
Customer returned an unwanted/no longer required order to us.
the returned item was the (delicate) retail packaged item with a T48 shipping label stuck on it,
no outer shipping carton or protective packaging.
and it obviously arrived back to us damaged/squashed/unfit for resale
the customer said they were told that the store staff would package and label the return for them
and has sent us the supporting information from the amazon shopping app.
which at the top does say that - but then has conflicting information below.
can someone get this urgently fixed - it would explain why we and other sellers have an increased in unpackaged returns.
Customer was not refunded on first scan - so we cant make a safe-t claim unless amazon issue the refund.
if we send the refund then we cannot claim.
@Julia_Amazon @Winston_Amazon @Ezra_Amazon
can someone take a look at this for us.
(I have opened a seller support case on case id 9927201012 which has the customer's order number in it)
12 replies
Seller_76AUwmqvSyRIM
This looks like n FBA return, not FBM. Maybe the customer is trying to deceive you?
(43 items in their basket!!! Wow)
Seller_76AUwmqvSyRIM
This is common for FBA returns however it's a flawed system as only a proportion of post offices (my guess is that it is a small proportion) can accept unpackaged returns.
Similarly for evri. Last time I took an FBA return to my local Tesco (evri parcelshop), they would not accept it unpackaged even though I chose the "no box or label" needed)
Seller_Nprc5XWvdLYk9
quick update
given some of these following responses from seller support
"
I understand you are reporting incorrect return instructions appearing in Amazon shopping app.
Please note that Selling Partner Support doesn't handle inquiries about the Amazon Shopping App.
The Amazon shopping app is an app for customers to buy products on Amazon. The Seller App allows for sellers to list their items on the Amazon Shopping App.
Any concerns about how a product listing looks on the Shopping app or how to buy products, needs to be referred to the Customer Service team :
"
"I understand you are reporting incorrect return instructions appearing in Amazon shopping app.
We can assist with errors in the PC platform; we are unable to investigation any anomaly in the application since this is not app support.
"
Otherwise told to contact the carrier with regard to damaged items. - But it wouldnt be damaged if Amazon hadnt given the customer incorrect return instructions.
Seller_RNcqKX0eok7NI
We are FBM and we had a set of canvas pictures returned to us without packaging and some tape around them holding together, she was told the same thing no packaging required? Like I said you cannot be that thick
Seller_IQo80d99W2DzP
YES, that is what Amazon give as an option. So, your Buyer is correct.
Do none of you also buy from Amazon? - This has been the same for a very very long time.
I also took items back to an Evri store, as shows the same that Evri will save on packaging, by sending everything back together, which sounds good.
BUT, the Evri store just said, no, run off a label from the QR code given, and stick it directly to each item, or to the packaging, and they do not wrap anything, so they thought likely everything will get broken, as they commented that often not even the makers boxes are taped up, as teh Buyer thinks the Store will pack it ok. They are not paid to do that, so just everything goes in a bag sack together to its destination.
This is for FBA and to Sellers addresses.
Royal Mail (Post Ofiice) parcels have this option as well.
Luckily, most Buyers wrap items, but some do not, and those are always marked, and the Safe-T Claim pays out a small amount, if claimed.
GOOD IDEA: Add a label on the parcel you send to the Buyer, ask for any returns to be put back in the box, etc.
Winston_Amazon
Hello All,
Do you need assistance or have inquiries related to the SAFE-T process, such as submitting and handling claims? Participate in our online event on September 10, 2024, from 9 a.m. to 5 p.m. (British Summer Time). Post your questions in the designated "SAFE-T Ask Amazon" thread, and our team will provide thorough responses. Please be aware that this event is intended to address general inquiries only, and we cannot provide advice on specific claims. We eagerly await the opportunity to address your questions.
Please find more info here, Get answers about SAFE-T at a Managing Returns – SAFE-T Claims Ask Amazon Event on September 10, 2024!
