A customer made two separate purchases of the same product in quick succession, and then decided to return them with the excuse “incorrect product”. I photographed the return, showing that they were sent exactly what they ordered, and asked for the shipping to be reimbursed, both outbound and inbound.
Amazon granted the claim, and credited the return shipping to me, but then then next day reversed their decision, claiming that “no reimbursement is due”.
So, what’s the actual policy here, and while they say I can “appeal”, I do not know what grounds one would have for doing this? So many sellers seem to have boilerplate to deal with Amazon, so I thought I’d ask.
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Amazon support areas have never cared about actual policy.
You can appeal, but what did you pick as the original reason for the claim?
You needed to pick buyer choose the wrong return reason.
You will need
- pictures of the return packaging with the return label visible.
- pictures of the item returned in said packaging
- pictures of the item next to the return label.
- pictures of the items damage if any.
The customer requested a return for “incorrect product” with the details (if any).
The customer was sent and returned the exact product as listed on the webpage.
This now is a discretionary return and customer faulted.
Per Amazon policy we are entitled to a reimbursement of the original outbound shipping of $x.xx and the return shipping of $x.xx for a total of $y.yy
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Seems odd…you didn’t email them back after they approved the claim? Very odd they would have just reversed it without provocation.
Did you check your payment history? Did they actually reimburse you and then actually take it back or no? I almost wonder if the rep (bot) pressed a wrong button.
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I “appealed”, and repeated the facts, closely in line with the suggestions made by Thelunatic, but they persist in claiming that “no reimbursement is due”.
The customer here is playing a little game. One is returned, the other isn’t. They have been granted refunds on both, but did not mail the 2nd. So, they ordered 2, “returned” both, but only phyiscally returned one of the two. The tracking on the 2nd is “unavailable”, even though Amazon shows it as “picked up by carrier”.
The USPS begs to differ, having no information at all, so we seem to have a new approach at Amazon “refund at first scan of ONE of multiple identical items to be returned”.
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You are going to have to contact the useless forums. Only a mod can help here.
As for the one with no tracking, check on the USPS website. A newer scam is to use the self service kiosk, scan the return then never hand it in.
I actually successfully got a refund on a return but i had to get to the level of support where they call you. I had to explain the scam and how you could google it.
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Does this little scam have a name, @Thelunatick ?
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not that I know of.
I seem to recall I just googled “get refund without returning item using self service kiosk”
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And THIS is what I’m trying to get our post office to understand but as the seller. I can SCAN and dump, but Amazon doesn’t accept that scan as an “acceptance scan” – now I read that a buyer though might be able to get away with it unless we push back HARD. UGH.
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Fixed it for you.
Amazon has always been buyer centric.
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