Hi Everybody,

A customer ordered the wrong product according to the following messaged received via Amazon customer support:

"Reason for contact: Hello, the customer would like to return this item for a refund as he ordered wrong item and he doesn't want to pay a return postage. Please help the customer with a prepaid return label as fast as possible so that he can return it for a refund. Thank you so much."

The order was fulfilled by merchant (not FBA or Seller Fulfilled Prime)

The customer then opens an A-Z using the reason "not correct description" which contradicts the earlier message.

We comment on the A-Z case stating the customer has selected the wrong reason in an attempt to avoid paying return charges.

A-Z claim is granted.

We appeal and the appeal is reject stating "You did not provide a valid prepaid return address to the buyer."

I have checked the listing and it does not say "Free Returns" which to my understanding is correct for a fulfilled by merchant offer.

Am I missing something here or has something changed with the returns policy. Do we still have to offer a prepaid returns label for a change of mind/buyer remorse order. It is an oversized item (not heavy and bulky) but nonetheless expensive to return.

TIA,

Steven