NIGHTMARE update to lost $1000 worth of return shipping labels. AMAZON DID NOTHING FOR 6 MONTHS. MODS HELP
I am so frustrated right now with sellers' support it's insane. Quick recap if you don't want to look through the old threads. We sold an Amazon SKU via FBM that is less than a LB and comes in a 9X5X3 box. When we shipped the product out it cost maybe $6 in shipping. After months of selling this product, we noticed that all the return labels for this SKU were consistently $49.09. In the end, we lost $1000 worth of overcharged return labels.
(before you say anything about what we could have done wrong to cause this issue please review our previous threads)
I reached out to the mods in the first thread 6 months ago in (Systematically overcharged for return shipping labels. $1000 lost LINK HERE). @Xander_Amazon & @KJ_Amazon reached out to seller support to try and help.
The first thread went no where and I was told too bad by seller support. I detailed the whole interaction with seller support here WARNING, watch your return labels cost!!! FBM LINK HERE. In this thread, @Danika_Amazon reached out and helped me start yet another case with seller support to get this fixed.
That case was pushed to the side for 6 MONTHS by seller support with me repeatedly getting this message over and over
Hello,
Thanks for your continued patience. We are currently researching your issue in partnership with the responsible team. We'll provide an update as soon as any additional information is available.
Well after months of waiting, I finally got an answer and this was the final "resolution" by Amazon
Greetings from Amazon,
My name is Esteban and I am a case management specialist. Due to the current experience in your case, it has been escalated to our dedicated team. I will be taking ownership of your case from this point forward.
I understand your issue with the orders in question, about the orders where you got extra charges related with UPS carrier service.
With all due respect we have to inform you these orders are old, and unfortunately we only store logs for last three months, hence we cannot investigate on the dimensions provided for the returns.
We fetch the package dimensions that are measured by the return shipping carrier historically. Currently, this information is fetched from UPS carrier in US marketplace. This data is given highest priority as there is a manual process of measuring the dimensions by the carrier and they charge for the return label accordingly.
While I know you are disappointed with the outcome of this matter, I’ve confirmed that the information you received from our team is correct. I apologize for any inconvenience and appreciate your understanding.
Translation: Hello, We purposely ignored your case until the necessary data to resolve the case is inaccessible by our team. Because we choose not to assist you for 6 months you are out of luck. Tough luck. Thank you for selling on Amazon :)
Previous threads of interest
Systematically overcharged for return shipping labels. $1000 lost LINK HERE
WARNING, watch your return labels cost!!! FBM LINK HERE
NIGHTMARE update to lost $1000 worth of return shipping labels. AMAZON DID NOTHING FOR 6 MONTHS. MODS HELP
I am so frustrated right now with sellers' support it's insane. Quick recap if you don't want to look through the old threads. We sold an Amazon SKU via FBM that is less than a LB and comes in a 9X5X3 box. When we shipped the product out it cost maybe $6 in shipping. After months of selling this product, we noticed that all the return labels for this SKU were consistently $49.09. In the end, we lost $1000 worth of overcharged return labels.
(before you say anything about what we could have done wrong to cause this issue please review our previous threads)
I reached out to the mods in the first thread 6 months ago in (Systematically overcharged for return shipping labels. $1000 lost LINK HERE). @Xander_Amazon & @KJ_Amazon reached out to seller support to try and help.
The first thread went no where and I was told too bad by seller support. I detailed the whole interaction with seller support here WARNING, watch your return labels cost!!! FBM LINK HERE. In this thread, @Danika_Amazon reached out and helped me start yet another case with seller support to get this fixed.
That case was pushed to the side for 6 MONTHS by seller support with me repeatedly getting this message over and over
Hello,
Thanks for your continued patience. We are currently researching your issue in partnership with the responsible team. We'll provide an update as soon as any additional information is available.
Well after months of waiting, I finally got an answer and this was the final "resolution" by Amazon
Greetings from Amazon,
My name is Esteban and I am a case management specialist. Due to the current experience in your case, it has been escalated to our dedicated team. I will be taking ownership of your case from this point forward.
I understand your issue with the orders in question, about the orders where you got extra charges related with UPS carrier service.
With all due respect we have to inform you these orders are old, and unfortunately we only store logs for last three months, hence we cannot investigate on the dimensions provided for the returns.
We fetch the package dimensions that are measured by the return shipping carrier historically. Currently, this information is fetched from UPS carrier in US marketplace. This data is given highest priority as there is a manual process of measuring the dimensions by the carrier and they charge for the return label accordingly.
While I know you are disappointed with the outcome of this matter, I’ve confirmed that the information you received from our team is correct. I apologize for any inconvenience and appreciate your understanding.
Translation: Hello, We purposely ignored your case until the necessary data to resolve the case is inaccessible by our team. Because we choose not to assist you for 6 months you are out of luck. Tough luck. Thank you for selling on Amazon :)
Previous threads of interest
Systematically overcharged for return shipping labels. $1000 lost LINK HERE
WARNING, watch your return labels cost!!! FBM LINK HERE
9 respuestas
Seller_f4a7xAPCCSMqD
I thought that the weight and dimensions used for return shipping labels was pulled from the package and weight details entered on the ASIN and not from when you shipped the package to the customer. If the return package ends up weighing more or being larger than those dimensions, then Amazon has made the poor decision to pass along that increased shipping cost to us sellers even though we have no control over it.
Is your issue that the initial cost of the return shipping label is incorrect or that you are getting hit with the charges for the difference?
Seller_YGb4MVtDSVa5l
@Micah_Amazon
@Troy_Amazon
@Topher_Amazon
@Emet_Amazon
@Dominic_Amazon
@Danny_Amazon
@SEAmod
@Steve_Amazon
@Quincy_Amazon
@Dougal_Amazon
@Cooper_Amazon
@Danika_Amazon
KJ_Amazon
Hello @Seller_YGb4MVtDSVa5l. Thank you for that detailed update on your case. I am sorry that it has taken so long to correct this issue.
First of all: have you received any "$49.09" charges since your February requests, or was that corrected?
Carrier shipping correction charges occur when the shipment label information does not match the package. While this most often involves charges to sellers, it can also include credits when the label has a higher charge than than it should.
These adjustments can be applied directly to the order, but some sellers also receive monthly emails with links to a spreadhseet showing the detailed adjustments.
(These emails begin "On DATE your seller account will be charged, or credited, for carrier shipping corrections caused by incorrect label information.")
Before we continue, can you please check your past email history for some of those emails, which contain credits for at least some of those shipping labels? I can also request the information internally.
KJ_Amazon
