We are having issues with Amazon refunding overnight outbound shipping costs at first scan on returns. It’s very expensive and the customer was fully disclosed of the expense at checkout. Our fees are usually within $2-$3 of the actual cost. We just had one where the customer changed their mind and didn’t want the item. Amazon just gladly gives away the $60 it costs for us to ship it to the customer.
We are preparing Safe-T claims for these incidents. Just wondering if anyone has any tips on how to recover these costs from Amazon. Or if there is anyway to prevent this from happening. Thanks.
3 Likes
Safe-T Claims are the only way that I know of.
How to prevent? Don’t think you can unfortunately
4 Likes
We have some items where a buyer does pay shipping.
I have been needing to file Safe-T claims to have the original outbound shipping reimbursed when the return reason is Buyers Fault or Customers Fault.
I am not sure why “Refunds At First Scan” are automatically refunding the original outbound shipping charged to the buyer. This has been happening to us for months.
We have been approved on all Safe-T claims for outbound shipping reimbursements when the buyer indicates No Longer Needed or another customer fault return reason.
3 Likes
Nice! How are you winning the Safe-T Claim and what documentation are you providing Amazon? Thanks for your input.
3 Likes
I don’t think this EVER worked right honestly. Amazon wants the seller to look like the bad guy when the shipping is re-charged
3 Likes
On this one, Amazon charged the buyer the return shipping and I only needed to claim the original outbound shipping. Here is how I file my Safe-T claims for this situation.
I attach 3 screenshots and provide the same message every time.
- image of the email showing outbound refunded with refund reason.
- image of Return Reason codes for Prepaid Returns
- No longer needed Return reason under Manage Returns.
I name these 3 files: Refunded at First Scan, fault customer, No longer needed
(I changed the files names for posting here to remove the buyers info. I do not mind sharing our company info)
Message:
Requesting $15.16 for the original outbound shipping amount. This item was sold by Merchant Fulfilled which does not offer free returns. The original shipping should not have been refunded since the item was returned no longer needed which is a buyer faulted return reason. Buyer is responsible for original shipping and buyer is responsible for return shipping.
I tried to hide buyer info from these images.
Click for Refunded at First Scan image
Click for customer fault image
Click for no longer needed image
Edit: removed buyer name from first image.
6 Likes
Perfect, thank you so much! Very helpful.
3 Likes
I forgot to mention when filing the Safe-T claim, I select “other” from the dropdown as my choice.
And, delete any preloaded stuff in the text box.
6 Likes
