All my November returns that are buyer faulted I am now being charged for return shipping. I can’t open Safe-T-Claims because as these are buyer faulted I tried to get original shipping back and the idiots can’t read.
Any ideas on who to contact?
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Well that’s a little infuriating.
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I had two of these happen as well. I opened a case and support is demanding I screenshot all transactions regarding each order to prove the double charge.
This is including an order that I won a safe-t on. That the safe-t team said I should not have been charged return shipping costs in the first place.
The sad things is, all the return shipping label purchases from November are missing from my transaction history now, like they had been purged.
Something ain’t right.
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OK, I’ve gone through most of these transactions and see several issues but some are valid. Sorry for the long post. All of the adjustments for these show a January 19 date (and they are not labeled as adjustments but rather labeled as return shipping label costs like a normal return label would be). So that is what you all should be checking for.
I do remember there was a period in time of like a month or month and a half (I think I even posted on here about this) where it seemed like our returns suddenly went from like 95% Refund at First Scan and 5% where we would manually need to refund when the return arrived back…to like the opposite. This was November or December. It seemed all of a sudden none of our returns were RFS and were we having to manually refund all of our returns.
I checked our account and it doesn’t seem like the transaction history shows any return labels charged us to from like November 8 to December 12 or so…like literally not one was charged to our account and we had plenty of returns over that timeframe. This coincides with when they were not seemingly doing any RFS. I even went back to our disbursement reports for those dates (that come with your disbursement every 2 weeks) and we were indeed not charged for the return label fees in those transaction historys, either. I wanted to make sure they didn’t just scrub the return label purchases from those dates now (and they didn’t…because otherwise it would show in the disbursement history that return labels were indeed charged to us in November). So, in other words, some of these backcharges are indeed valid.
As mentioned by Wade, there were a few of these that did RFS for a seller faulted return reason (meaning you had to file a Safe T claim). We filed a Safe T claim and were indeed given the return label fee back. However, upon checking disbursement fee transactions, we were given that return label fee back in the Safe T claim even though we had not actually been charged for the return label at the time the Safe T claim was granted. In other words, if you filed a Safe T claim and were given the return label fee back…you probably will find you shouldn’t have been awarded the return label fee because you actually hadn’t yet been charged for it by Amazon. Obviously, they had some glitches causing this issue in November and December.
Now, that being said…I see 2 classes of charges that definitely are erroneous in these January 19 charges.
1-RFS on buyer faulted returns. RFS on buyer faulted return reasons always automatically deduct the prepaid return label cost from the refund (that is, unless you sell in a free returns category…clothes, etc). When the few RFS went through during that time period, it still was correctly deducting the return label cost from the buyer’s refund. Thus, Amazon should not be charging us now for those because they already were correctly deducted from the buyer’s refund when the RFS happened.
2-The biggest issue I see is refunds due to the RFS not working where you had to manually refund your buyer. On a non-RFS order, when you go to manually refund a buyer who opened a buyer faulted return, Amazon obviously gives you the option to deduct the return label cost from the buyer’s refund (which we always do). Thus, again, Amazon should not be charging us for these return labels because they were correctly already deducted from the buyer’s refund amount.
We had about 113 return labels charged to our account January 19…I’d say half are valid because Amazon never charged us for the return label fee at the time the item was sent back (or they wrongfully refunded in a Safe T claim for that label cost even though they had not yet charged for the return label cost). However, again, though…that also means half of these 113 are not valid.
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So to sum up…the valid backcharges are probably on any return that was initiated as a seller faulted return (even if you got the return label fee back on a Safe T claim).
However, that means that probably any return initiated originally for a buyer faulted return was wrongfully debited from your account for any returns basically mailed from like the first week of November until the 2nd week of December.
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The reply I just received on this is absurdly bad. God, these people are lazy…
After reviewing your case with our internal team, we have determined that this issue is related to the shipping carrier’s handling of the return labels. To resolve the duplicate charges for these return shipping labels, you will need to file a claim directly with the carrier.
Since these returns were most likely shipped via UPS, we recommend you contact the UPS Preferred Claims Team at 1-800-711-5914 and provide them with the relevant details about the duplicate charges. Please do not file claims through an alternative UPS phone number or on the UPS website, as the Preferred Claims Team is specifically equipped to handle Merchant Fulfilled Network (MFN) shipment issues.
If your returns were shipped through Amazon Shipping instead, please visit the “Support & Claims” section on the Amazon Shipping FAQ page to file your claim there.
I made it a point to call out their stupidity, since 1) They used USPS, not UPS, meaning the twit didn’t even look at the case and 2) Amazon Support already verified, in writing, that I should never have been charged again for these.
I genuinely hate this generation of seller support.
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Wth, can they not even see that detail, or are they just too lazy to check?!
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DingDingDing!
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Its laziness and stupidity combined.
The new email I got in the last ten minutes is telling me to open a claim with Amazon Shipping over USPS labels.
You know, the shipping that involves Amazon vans and drivers. For USPS charges. That I don’t use or have an account under…
They think those are the exact same thing.
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