Are we still paying for return labels even though the customer stated it was their fault?
The Return Reasons have been mostly "No Longer Needed" or "Bought By Mistake", which all fall under fault of the customer. Some have literally stated they measured things wrong.
But going to the Return Authorization page, there is a Return Label Price given. How do we know if we're paying for the label, or the customer?
Are we still paying for return labels even though the customer stated it was their fault?
The Return Reasons have been mostly "No Longer Needed" or "Bought By Mistake", which all fall under fault of the customer. Some have literally stated they measured things wrong.
But going to the Return Authorization page, there is a Return Label Price given. How do we know if we're paying for the label, or the customer?
6 replies
Seller_CA70ZtA5VBcto
Go to your payments tab and enter the order number there to see all charges
Seller_a4veqxfRYWHbF
In our experience, Seller is charged for the label up front. But if it was refunded at first scan, the amount refunded to the Buyer is the full amount due less the cost we paid for the label. This effectively transfers the cost of the label to the Buyer.
If Seller is processing the refund, there is little box to check to deduct the cost of the label from the customer's refund. This box is only available when it was a Buyer Fault return reason. If Seller forgets to check the box, the Buyer will get a full refund and Seller will be left paying for the label.
If there are any adjustments to the cost of the label, then those go entirely to Seller and never to the Buyer no matter which situation above applied. These adjustments could be because the weight and dims are incorrect on the detail page. It also can happen when the Buyer used an oversize box or returned an incomplete, different or extra item. In any event, Seller eats these adjustments and they can be huge. There are threads on here about these adjustments occasionally exceeding $1000 on an individual return. Sometimes these adjustments are due to carrier mistakes in measuring dims or weights. UPS return labels issued by HAQM appear to be more subject to this issue than other carriers. Getting a refund for mistakes in carrier measurements on these return labels is extremely difficult.
As noted by @Seller_CA70ZtA5VBcto, you can see all charges associated with an order by entering the order number in your payments tab (this includes the label cost, amount refunded to the customer, and any carrier adjustments to the label cost (but note that these adjustments can post several weeks later)).
Seller_WBnGS7Ix3XiDX
I heard if it was the buyers fault, they were suppose to pay it, but they always charge me. Whether it was bought be mistake or say it was defective, I pay.
Seller_C2NiEkAU4xTGT
We are routinely charged for return shipping on all orders, even buyer faulted orders. We always have to file a SAFE-T- Claim and always have to appeal numerous times in order to get any of the money back for the return shipping. Rarely do we get the full amount of the return label back, sometimes we get something back but often, in spite of all the appeals, we get nothing back.