Amazon pre-paid return label item not delivered/returned
OK so customer has gone through returns process and as it was an item of clothing Amazon issued a pre-paid returns label (Royal Mail Tracked 48)
Customer returned item on 2nd September, and tracking confirms this and so Amazon issued a refund.
However, I have not received item back - tracking says 'in transit'
What is the procedure now? Do I contact Royal Mail (but I did not buy the returns label, it was Amazon even though they charged me for it) or is it a Safe-T claim? Reading help it implies I have to contact Royal Mail - is that correct?
Amazon pre-paid return label item not delivered/returned
OK so customer has gone through returns process and as it was an item of clothing Amazon issued a pre-paid returns label (Royal Mail Tracked 48)
Customer returned item on 2nd September, and tracking confirms this and so Amazon issued a refund.
However, I have not received item back - tracking says 'in transit'
What is the procedure now? Do I contact Royal Mail (but I did not buy the returns label, it was Amazon even though they charged me for it) or is it a Safe-T claim? Reading help it implies I have to contact Royal Mail - is that correct?
9 risposte
Seller_DQPIiSbB4bO2t
Please someone answer this. Also if someone can specify, who is the "sender" in this case as Royal Mail specifies who can open the claim.
Seller_ZJhFeE3tNKzfh
Sorry, I missed this but its a long term bug bear slash racket from amazon/Royal mail/Evri.
Amazons policy on pre-paid returns is clear. For lost items - we as sellers are supposed to claim via the courier.
You will find when you attempt to claim via Royal Mail - they ask for details you couldn't possibly know - for example, where the goods were posted.
The issue is, as you point out - the label as issued is issued on amazons account (even though you pay for it).
But amazon won't help here - its been raised several times - even on a live chat and the amazon line is, their policy states you must claim via the courier - and to even point this out to the courier - and that should make everything fine.
Seller_tRuvBEHDedp4q
Well I have put in an online claim to Royal Mail.
Some of the options on the claim do ask if it was a return on an online marketplace - so perhaps RM at least have taken note of this discrepancy between who bought label and who can claim.
I agree though the form asks for way too much information that I cannot know. For where goods were posted the tracking on the item does at least tell me that so I could answer that part. But there are other questions such as what packaging was used - I answered with the packaging I originally used to send item as most customers re-use it anyway.
I really dont know why the form is so long for a fully tracked items. It should be as simple as:
Tracking shows not delivered - tell us what was your loss (shipping cost plus original cost of item (with proof of original cost))
Any other information is either redundant or can be gained from the actual tracking
But at least I managed put in a claim - now to see if it is paid out
Seller_ZJhFeE3tNKzfh
The was it a return on an online marketplace I don't recall when I last tried to do it - so maybe they are finally sorting things out
Seller_tRuvBEHDedp4q
Yes - but it was in a strange place if I recall
I entered details as if it was me who purchased label (well I was charged for it) so went through the Business Account link
I think one question was did you buy label - I cant remember now if I said yes or no. Anyway initially I remember selecting one option then going back and selecting the other option - and then I got the question about was it a return from an online marketplace.
Seller_ZQyopdiwkUHOZ
To give them as many excuses as possible to say no, and make it as awkward and time consuming for us to claim as possible so it ends up not being worth the time it takes to do.
Seller_tRuvBEHDedp4q
OK so I fill in the claim form with Royal Mail
Today I get a letter as a response denying my claim as I did not provide 'proof of posting'
As this was a Tracked 48 item it seems their own system where it confirms online item was accepted and scanned at a parcel shop along with date/time and location is not sufficient proof item was posted!!!!
