What happens when a customer refuses delivery
Hi all, happy to hear your words of wisdom and experience.
We sell many large freight items on Amazon. We've been doing this for the last 10+ years and generally it works out. They usually ship LTL with "free" shipping - it's free for the customer, not us, and built into the price.
Lately, we've had an increase in customers refusing delivery of an item. Maybe they change their mind when it's in transit, maybe they can't schedule a delivery time that's convenient - for whatever reason, they refuse delivery with the freight company and it comes back to us.
The problem is, we are then stuck with all the charges of giving the item a free ride around the country - outbound freight, inbound freight, our warehouse's restocking fee.
Granted, the outbound and restocking we might have to eat with any return, but the return freight seems ridiculous.
I'm trying to figure out what Amazon's policy is on this and how to successfully use a Safe-T claim to claim my return shipping (usually in the hundreds of dollars).
1) Does anyone know Amazon's actual policy on if a customer is allowed to refuse undamaged freight and still get a full refund? I know years ago this was against policy - not sure if it still is.
2) Any tips on filing a Safe-T claim to get some of this lost money back?
Thanks so much! Would love to hear accurate info from other sellers and/or moderators.
What happens when a customer refuses delivery
Hi all, happy to hear your words of wisdom and experience.
We sell many large freight items on Amazon. We've been doing this for the last 10+ years and generally it works out. They usually ship LTL with "free" shipping - it's free for the customer, not us, and built into the price.
Lately, we've had an increase in customers refusing delivery of an item. Maybe they change their mind when it's in transit, maybe they can't schedule a delivery time that's convenient - for whatever reason, they refuse delivery with the freight company and it comes back to us.
The problem is, we are then stuck with all the charges of giving the item a free ride around the country - outbound freight, inbound freight, our warehouse's restocking fee.
Granted, the outbound and restocking we might have to eat with any return, but the return freight seems ridiculous.
I'm trying to figure out what Amazon's policy is on this and how to successfully use a Safe-T claim to claim my return shipping (usually in the hundreds of dollars).
1) Does anyone know Amazon's actual policy on if a customer is allowed to refuse undamaged freight and still get a full refund? I know years ago this was against policy - not sure if it still is.
2) Any tips on filing a Safe-T claim to get some of this lost money back?
Thanks so much! Would love to hear accurate info from other sellers and/or moderators.
2 respuestas
Seller_CW0P5hgbsiqWX
"The problem is, we are then stuck with all the charges of giving the item a free ride around the country - outbound freight, inbound freight, our warehouse's restocking fee."
Not a very good way to make a profit. You paid twice for the item to be shipped.
In the safe-T claim you can get a refund for the cost the buyer paid, but as there was no shipping charger to the customer, you eat the return shipping. We always post the shipping charge separate from the product price. That way on a refused delivery we get the outward and return shipping reimbursed. The return shipping is deducted from the buyer refund.
Quincy_Amazon
Hello @Seller_uXdxiyQT9miaE
Thank you for posting your inquiry to the Forums and thank you to @Seller_CW0P5hgbsiqWX for providing that guidance.
If Amazon issues a refund to the buyer on your behalf, you can file a SAFE-T Claim for reimbursement. Please note that orders whereby the seller initiates a refund are not eligible for reimbursement.
Regards,
Quincy_Amazon
