Regarding Refunding Outbound shipping (FBM)
Hi all,
I'm doing a return for a buyer who indicates "Too small" as the reason he returned the item (a hat).
For the refund screen, the full refund automatically shows the cost of the item that will be refunded. But it gives me the option to click the "refund outbound shipping" or (not to) and to just refund the item itself as mentioned above.
I see contradictory information in other threads. I see some that cite Amazon policy that you must refund the outbound shipping, regardless of who is at fault. But then I see comments by Amazon admins linking the reason codes and what shipping that needs to be refunded (if seller is at fault) versus no refund for outbound shipping if it's the buyer's fault (which the "item too small" reason falls under).
Also, I read about how seller's can be charged at first scan. I just want to make sure that if I do need to click the box to refund outbound shipping, that I'm not over refunding the customer if I'm already charged at first scan, or other potential hidden shipping fees that I'm not yet seeing in the transaction history.
Please advise.
Thanks!
Regarding Refunding Outbound shipping (FBM)
Hi all,
I'm doing a return for a buyer who indicates "Too small" as the reason he returned the item (a hat).
For the refund screen, the full refund automatically shows the cost of the item that will be refunded. But it gives me the option to click the "refund outbound shipping" or (not to) and to just refund the item itself as mentioned above.
I see contradictory information in other threads. I see some that cite Amazon policy that you must refund the outbound shipping, regardless of who is at fault. But then I see comments by Amazon admins linking the reason codes and what shipping that needs to be refunded (if seller is at fault) versus no refund for outbound shipping if it's the buyer's fault (which the "item too small" reason falls under).
Also, I read about how seller's can be charged at first scan. I just want to make sure that if I do need to click the box to refund outbound shipping, that I'm not over refunding the customer if I'm already charged at first scan, or other potential hidden shipping fees that I'm not yet seeing in the transaction history.
Please advise.
Thanks!
0 replies
Seller_4zBzdtgCyS9EI
Like most things on Amazon, it's not clean cut and either route you take can nip you in the butt. Forget policies, they are written to protect Amazon and every buyer, not you, the selling "partner".
Technically, you can withhold outbound shipping, however, the buyer can now open an A=Z claim and simply state "not as described". Not that Amazon would ever question a buyer, but even if they did, the buyer could simply state "It was smaller then shown in the listing and didn't fit" making it your fault
Danika_Amazon
Hi @Seller_Tl4Atgkxn5IZVand thanks for reaching out. I can understand why this is frustrating for you, and have found some information that will hopefully be helpful.
From the Issue a Partial Refund - Issue Restocking Fees help page:
"Charge or Refund Return shipping. In circumstances when a buyer returns an item because they changed their mind, and Amazon charged your account upfront for return shipping (occurs when buyer uses Amazon’s Prepaid returns for seller fulfilled orders), you may choose to pass along the cost of return shipping to the buyer. To charge a buyer for their return shipping, click on the Charge amount box under the Additional Refunds/Charges section of the Refund Order page
The Charge option is available only for buyer faulted returns made using Amazon’s Prepaid return label. The Refund option for Return Shipping is available only for seller faulted returns. To learn more, go to Return Reason codes for Prepaid Returns.
*Note: ** *For Sellers who have opted into *Free Returns*, you will no longer be able to deduct the return shipping fee for in policy returns. To learn more, go to Free returns for seller-fulfilled orders.
In circumstances where you ship an incorrect or damaged product, you cannot deduct the original shipping or return shipping costs from the refund. You must provide a full refund to the buyer. In some cases, you want to compensate the buyer for order issues as an alternative or in addition to refunding basic order costs. To provide a refund for Return shipping, go to Issue Concessions."
Please let me know if you have any additional questions, and thanks again for sharing your question here in the Seller Forums.
Best,
- Danika
