Selling Your Stuff on Amazon Part 12 - Advice for newbies in first two posts

teapot2

JesaRose wrote: »

If someone wants a refund do they have to return the item first? And do I have to pay that return postage? Please help urgent as I have an irate horrid buyer

Hi Jesa Rose, as this was urgent you may already have decided what to do? Sorry to hear about the nasty buyer - what was the item and was it expensive and or heavy? Personally unless it was v expensive I'd probably refund and move on without waiting to get the item back. Do you feel the buyer's complaint is justified or have they just changed their mind? Its difficult to advise without knowing what the prob is. If you feel it might be a scam check the buyers feedback to see if they've done it before. I don't know the answer about who pays for return postage - sorry, have a feeling this might be a grey area with Amazon maybe someone who knows will be along soon.

Hope you get it sorted without too much pain and no bad feedback as a result.

JesaRose

Thanks for answering, I've not sorted it out yet as the buyer seems to be using the account at work so I am hoping I can sort it by Monday when he is back in his office.

The item was a pair of ink cartridges that have expired in date (they still work fine and loads of other people are selling theirs too). I listed them as NEW but he says the rules state if they are expired they have to be listed as LIKE NEW and although I wrote in the description he says it makes no difference, its my fault. He bought using software apparently so doesn't see the comments.

I will refund but I want the things back as they are worth about £20. But can he get his money back without sending the items back first? Do I have to pay that postage? He wants me to send a paid return envelope for them

teapot2

Hi JesaRose,

just realised I was assuming it was Amazon but it may not be - if its ebay then I know nothing does your buyer mean its ebay rules about expiry date? If it is an ebay question you might be better to post it in its own thread on the Ebay, Auctions, car boot etc bit so more people see it. If it is Amazon then you might get more help over on the seller connection if you ask a question there maybe in the new seller area if you don't want to dive in. It doesn't look like many people are around on this thread and I don't know enough about selling anything other than books - sorry

Good luck

bluffer

wait until you have the items back before you refund!

if he has the original packaging a trick can be to mark on it return to sender. this will save postage on the costs. from memory the amazon rules say you have to refund all costs no matter the reason for the refund - which can be a real bummer sometimes.

look on the amazon seller forums, most will tell you to refund all costs not just the selling price. it means you lose a little but you decrease the amount of disputes.

JesaRose

It is on Amazon. I cannot even find the rules but will keep looking. I think he should have to return them before I refund but I want to make sure as I cannot tell him thats what he must do if those are not Amazons rules

lilmiss1982

Amazon rules state item has to be return for a refund. Don't refund until you have the item back.

teapot2

JesaRose wrote: »

It is on Amazon. I cannot even find the rules but will keep looking. I think he should have to return them before I refund but I want to make sure as I cannot tell him thats what he must do if those are not Amazons rules

Hi JesaRose,

for what its worth I think you might have to pay for the return postage - not sure what Amazon would have to say re out of date cartridges but they may well side with buyer on this. I'd suggest agreeing to a refund once you have the cartridges back in your possession as thay are quite expensive. I'd just do a short, clear email to the buyer apologising for any confusion, telling him you will refund once you receive the cartridges back and that an SSAE is in the way. You might want to ask him to get a POP if thats not too cheeky? Sorry can't help re rules as its not an area i sell in or know anything about.

JesaRose

Do I need to send him a SAE? Is it possible to refund him his whole amount plus some extra for postage incurred by him?

cyberbob

Charge when ship now active on all accounts

Dear Seller,

Your Amazon Seller Account is now enabled for Charge When Ship, the order management process that results in buyers being charged when their orders dispatch rather than when the orders are placed. Charge When Ship follows the current industry standard for processing buyer payments and will also help keep buyers informed about the status of their deliveries. All new orders you receive must be processed using Charge When Ship.

With Charge When Ship, you are required to confirm dispatch of each order to Amazon. You must dispatch items within two Business Days once the order confirmation is made available to you. If Amazon does not receive confirmation of dispatch within 30 days of the date the order was placed, the order will be cancelled automatically. This means the customer will not be charged and you will not be paid for the order.

If you do not begin properly confirming your shipments, we are likely to temporarily suspend your product listings to prevent customers from receiving orders they have not been charged for. If we do suspend your listings, once you begin properly confirming your dispatches you can contact us and request reactivation of your product listings.

Note also that late dispatch confirmation will adversely affect your seller performance metrics. Buyers will receive "Improper Late Shipment" e-mail notifications for orders that are not confirmed as having dispatched by the Promised Ship Date.

Here is more information about how Charge When Ship works:

* When you dispatch an order, you confirm the dispatch to Amazon, and provide delivery information in Manage Orders. If you have a Pro Merchant Subscription you can also use text-file feeds for this.

* The buyer will be charged after you confirm a dispatch to Amazon, rather than when the order was placed, providing a better buyer experience.

* To keep buyers informed about their orders, we display the delivery information provided by you to Amazon in the buyer's Amazon account, and we also send the buyer an e-mail notification with all the delivery information.

* You can cancel an order, if exceptionally necessary, instead of confirming the dispatch, and then the buyer will not be charged and you will not have to issue a refund.

We think you will find managing your orders is easier and more efficient with Charge When Ship. If you have questions, contact us using the "By e-mail" or "By phone" button in the Seller Support box found on the right side of seller Help pages.

Thank you for selling on Amazon.co.uk

JesaRose

I think thats already been posted in post #530 cyberbob