I’m processing my first return and have a quick question. The item has been returned to me, but I don’t know how to handle the cost of return shipping. It appears that the buyer used a prepaid shipping label from the returns center – does this mean that Amazon has already billed them for the return label and I should offer a full refund? Or should I deduct return shipping from the refund, and if so, how much should I deduct? If Amazon did not bill the seller for the label, will I be billed for it later?
I can’t seem to find this exact information in any official documentation or previous forum threads.
If it matters, the buyer decided they they no longer wanted the item (explicitly stating this in the return request field) and filed the return under “didn’t approve purchase”.
Thanks in advance for your help.
Buyer still pays for the shipping.
You are responsible only if the item is incorrectly attached to the ASIN, damaged in shipment, wrong item sent, etc.
They ordered it through their account and if they did not authorize it, it is on them. Not you.
This is fully defendable if an A to Z is opened. Per Amazon’s current policy, customer pays return shipping on a customer remorse return.
Unless you provided a pre-paid return label, the Amazon label is not really a label. The buyer has to purchase shipping outside of Amazon to return it. The label resembles the front of a letter envelope (i.e. spot for the buyer to enter their address in the upper left corner, your return address in the middle and a black box in the upper right where a stamp would go saying ‘Postage Due’. Although it resembles an envelope there is no carrier specific markings — meaning a buyer can use whatever carrier they want to pay to return the item.
If you just got it back, then they paid for its return. Return policy states the reason they selected for returning it holds them accountable for its return shipping cost.
At this point, you should refund the buyer since you have it. You can click the ‘Help’ link found in the upper right corner of Seller Central and search on ‘Returns’, ‘Refund’, and ‘Restock’ fees to understand the policies and practices for handling returns.
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