Where is the return reason list that indicates when buyer pays return shipping?

Selling on Amazon Returns and Claims
1

Where is the return reason list that indicates when buyer pays return shipping? I’ve found it before but tonight I can’t seem to navigate to it. Does anyone have a link?

Item ordered and shipped Monday, Tuesday buyer opens return request for reason ‘Arrived Late’. Before it was delivered and well before the estimated delivery window.

I let the buyer know that there would be a return label charge because the item was not late.

Their reply today:

Shipping needs to be free. Amazon states there is a free option to return. How do I get this item returned for free?
With this screenshot:
image

I know some of you wouldn’t bother to push back on this but I support fostering personal responsibility. And object to people lying to get the freebie.

And what are the free return options Amazon is showing them??

4 Likes
2

No…Amazon provides a prepaid return label.

You pay attention as to whether or not yhey got a full refund. I check that when the return comes on.

If they didn’t get charged, and they should have been, file and defend a SAFE-T claim.

Amazon refunds you the return shipping out of Amazon funds (and I believe makes a note on the buyers account.)

Late deliveries are easy to defend with screenshots.

Don’t argue with the customer

1 Like
3

I know about the prepaid return label and SAFE-T claim procedure and intend to file for reimbursement for the label due to the false return reason. I am looking for a link to the page that shows what reasons are free (defective, truly late, etc) and which reasons are not free (buyer changed their mind, better price, etc). I want to send the link to the buyer, even though I suspect they saw that chart and that is why they chose the late option.
I won’t argue, I will just provide the documentation via a link.

1 Like
4

I hear. …truly hear what you’re saying and decided to not bother.

I’d rather they get the behind the scenes mark.

1 Like
5

I’ve never seen this “Are you sure you want to pay for your return shipping? - Try one of the FREE return options available”. I suspect it would be shown for an FBA return where they can choose to take the items to Kohl’s or UPS. It should not be shown in regards to a 3rd party seller return because there is not always a free option, if the buyer is honest.

1 Like
6

Yeah I should not have given them a head’s up. I think Amazon charges them when we win the SafeT Claim for their false reason, and I have won those.

But now I have to reply to their message and I just want to reply with a link that shows which reasons are free and which are not, and I can’t navigate to that page like I used to.

2 Likes
7

https://sellercentral.amazon.com/help/hub/reference/202080050

4 Likes
8

THANK YOU! That is exactly what I was looking for. Did you have the link saved?

1 Like
9

Remember that link is for sellers … a customer may not have access to that page …

3 Likes
10

Yes but you can also find a list in a search but I’m not sure if the list is the same. They keep changing it.

1
1946×717 87.7 KB

2 Likes
11

And what are the free return options Amazon is showing them??

Personally, I’d ask the customer. Send a message something like this -

Hi So-and-So,

Thank you for providing that screen shot. How odd that Amazon offers you a list of ‘free’ options. Did you click the ‘change to free’ button to see them, and if so, what happened?

Note - this part is commentary, don’t send this to the customer, lol. Since they are contacting you asking for free shipping, I’m suspecting they either did not click the button or, more likely, they clicked it and it said - sorry, no free return options are available for your order. Now, back to what you tell the customer…

Could you please send me a screenshot of what appears when you click the ‘OK! I’ll change to FREE’ option? Amazon sometimes promotes options that don’t apply in a specific situation, such as orders made with a third-party seller, so I’m curious what “free” options they offer you when you click the button?

I appreciate your communicating with me, as sometimes Amazon does things (and makes promises) that sellers aren’t aware of either!

Thank you,
Seller

My response gives the customer an ‘out’ if they are trying to scam you. If, as I suspect, they already clicked the button and were told no free options were available, the above response lets them claim they didn’t but now, when they click it, they see that a free return isn’t an option at all. They may thank you for your time, and send it back on their dime.

but I support fostering personal responsibility. And object to people lying to get the freebie.

Me too. :smiley:

And what are the free return options Amazon is showing them??

Rather than guess, or ask us, simply ask them. I’m betting there aren’t any. If there actually are, then we’ll all learn something.

2 Likes
12

There used to be a customer facing page with that list, I was trying to find it on my Buyer page. I think it might come up as part of the process. Obviously there is a reason the buyer chose Arrived Late, and I’m 99% sure they know it but I will not make an accusation to them.

2 Likes
13

I did find this on the Buyer side:

Return Costs

Your return shipment is free of charge in some cases. If you return an item using the return label provided in the Returns Center and the reason for return isn’t a result of an Amazon.com error, the cost of return shipping will be deducted from your refund.

Help › Returns and Refunds › Returns ›

2 Likes
14

There used to be a customer facing page with that list

I don’t think the list is what you want to send them. Their issue is that there’s a big yellow button where Amazon says that return shipping is free. Even if you show the buyer that the actual reason for their return is buyer-faulted, that doesn’t override the fact that Amazon says their return shipping is free.

I think that should be the focus of your response to them. Why Amazon says their return shipping can be free, if that’s not actually the case.

Obviously there is a reason the buyer chose Arrived Late

I wouldn’t rush to assume the buyer chose this one intentionally. It’s probably just the first option on the list, and people don’t like being pestered to make selections before they can proceed with the task they’re trying to do.

1 Like
15

All good questions and I would like to know what they see at that link - but - I don’t want to get into an ongoing back and forth situation. I just want to show the policy and be done.

The buyer facing return information is sadly lacking for 3rd party orders. Most is about ‘sold by Amazon’; links are circular, you click looking for more info and find another link back to the page you were on.

2 Likes
16

I don’t mind talking to (and educating) customers, especially when they’re nice and appear willing to communicate with me, as yours appears to be. They didn’t have to send you that screenprint, I wouldn’t blow them off now.

I just want to show the policy and be done.

That isn’t going to solve the problem though because, regardless of what any policy says, the buyer is still seeing a big yellow ‘click here to get free return shipping’. If you ignore that, they’re not going to feel like you gave them any ‘help’.

Personally, I like educating customers about how Amazon operates, and many of their shenanigans. I also like understanding what Amazon is doing, especially if they’re trying to screw me. In this case, for both mine, and the customer’s benefit, I’d want to know what happens when they click the yellow button. The customer is the only one who can tell you, so… :woman_shrugging:

1 Like
17

So I did decide to use your suggestion to ask what they see. I didn’t intend to blow them off, just to present the facts. And it’s not their fault they are confused, I resent the confusion Amazon creates and that we as sellers have to educate ‘their’* customers because of the confusion.

This is what I have drafted as a reply:

I have not seen the screenshot you sent before, I rarely return items myself. It appears to be for an order Fulfilled by Amazon, where there is an option to drop off at Kohl’s or UPS for free to be sent back to Amazon. What free options do they show when you click on the ‘OK’ link?

This is Amazon policy: (screenshot of the page is attached)

Return Costs

Your return shipment is free of charge in some cases. If you return an item using the return label provided in the Returns Center and the reason for return isn’t a result of an Amazon.com error, the cost of return shipping will be deducted from your refund.

Help › Returns and Refunds › Returns ›

Return Costs
Return Costs622×616 57.3 KB

Orders fulfilled/shipped by 3rd party sellers are subject to the return policy shown in the Return Reason Codes attached.

Return Reason Codes
Return Reason Codes510×1976 26.6 KB

You can still use the prepaid label you received but I just wanted you to be aware that Amazon might charge you the postage due to the reason.

*

I have posted this belief before: Amazon wouldn’t have all the customers if not for us, it’s a 2-way street!

2 Likes
18

This is so misleading

Returns and Refunds › Returns ›

Return Shipping

You can return your package using a label from Your Orders

Return Shipping Costs

When you choose the shipping method for your return, return fees are calculated. Delivery addresses in the 50 United States (U.S.) and APO/FPO addresses using a U.S. zip code are eligible for Free Returns.

If you return an item using a paid method, we’ll deduct the cost of return shipping and restocking fees from your refund.

If you choose to ship the item on your own, you’ll pay the carrier when you ship your return.

For more information about refunds and refund amounts, go to Refunds and Exchanges.

What the buyer sees at the Free Returns link

image
image327×201 8.9 KB

If you click the Learn more link, a short video states ‘items fulfilled by Amazon’ and explains dropping off at locations like Kohl’s, UPS. No explanation of 3rd party returns.

And no explanation of this:
If you return an item using a paid method, we’ll deduct the cost of return shipping and restocking fees from your refund.

2 Likes
19

I have only ever returned an item from Amazon once. It was FBA and I received the wrong item. The item was actually labelled incorrectly. I have no experience from the buyer side regarding returns.

I see @wadeorcas has already given you the link to the list you asked for.

I just chimed in to mention that I find telling buyers about restocking fees up front solves no problems and creates new ones. I know there are sellers that disagree with me, but I find that trying to get out in front of this sort of thing brings nothing but trouble. When buyers use incorrect return reasons, as your buyer has,I either refund before Amazon gets to it so I can withhold the correct restocking fee, or I SAFE-T claim for the shipping cost.

In principle, I strongly support this position. In practice, I find that protecting my sanity comes first, protecting my business comes second, and teaching buyers to not be morons comes third.

The fact is that trying to argue with buyers about restocking fees and shipping charges before the item is even delivered is more likely to lead to AtoZ claims, chargebacks, and negative feedback. Dealing with it after is less likely to even be noticed, and less likely to result in conflict with the buyer. It is much easier to “this is Amazon’s policy, take it up with them” once the restocking fee for the return shipping is completed then to argue with the buyer before hand, and, critically, you still get your money back.

5 Likes
20

I hear ya. It hit me on an already bad day and I am now in a response required position. Next time I will let it lie. I also have only ever returned once, also an FBA order that was defective.

My returns are subject to Refund at First Scan. If I refund now they won’t have to return it. Once the first scan hits they will have their full refund. I will file a SAFE T Claim on it.

I’m trying not to argue but instead to present an educational advance warning stance.

3 Likes