selling your stuff on Amazon...part four...

Amazombie

Murtle wrote:

Where does it state this for the market place?

Here are the Amazon rules on returns

Returns

Sometimes you do everything right--describe your item accurately, post it promptly, communicate well--and your buyer is still not satisfied. If this happens, you should request that your buyer pack up the item and return it to you. In cases where the seller is not responsible for the return, postage costs for the return should be borne by the buyer. When you receive the returned item, issue a full refund to your buyer using the instructions below. You should also be aware of your obligations under the Distance Selling Regulations. To find out more about your obligations under these regulations, click here.

Everyone selling on Amazon Marketplace is bound by the Distance Selling Regulations. The buyer can return an item for any reason whatsoever.

http://www.dti.gov.uk/ccp/topics1/guide/distsell.htm

purplepatch

Amazombie wrote:

Here are the Amazon rules on returns

Returns

Sometimes you do everything right--describe your item accurately, post it promptly, communicate well--and your buyer is still not satisfied. If this happens, you should request that your buyer pack up the item and return it to you. In cases where the seller is not responsible for the return, postage costs for the return should be borne by the buyer. When you receive the returned item, issue a full refund to your buyer using the instructions below. You should also be aware of your obligations under the Distance Selling Regulations. To find out more about your obligations under these regulations, click here.

Everyone selling on Amazon Marketplace is bound by the Distance Selling Regulations. The buyer can return an item for any reason whatsoever.

http://www.dti.gov.uk/ccp/topics1/guide/distsell.htm

Well this explains that case a while ago now where we couldn't fathom out why Amazon found in favour of a buyer who had bought an item and then moaned that they had subsequently seen it cheaper elsewhere. Can't remember whose item it was now but if I'm remembering correctly they ended up having to refund and didn't even get the item back!

So the bottom line is that if someone complains about something, even if we think there is absolutely no justification for it, we have to accept return of the item and then refund. Even if it is just that the customer changed their mind once they received the item. Is this correct? What's to stop someone buying a CD, copying it and then saying that it wasn't to their satisfaction and that they want a refund. Sounds a bit dodgy to me.

alikat_3

soolin wrote:

I was just going through some of my listings in a halfhearted attempt to see what I am not selling anything and I came across something I hadn't seen before.

On large books there are a few sellers who have added to their item description that they require an additional payment to cover postage, I found one saying a further £4.50 is needed and a different one asking for £6 for special delivery in addition to Amazon costs. How do they think they are going to get away with that when Amazon process the payments automatically? I'm hoping that even though mine are a pound or so dearer on the listings that buyers will see mine is the better deal as I have no extras to pay, has anyone else seen that?

Soo

It's some time since I sold on Amazon but this is basically how the above works - To make up the difference you add a 1p listing Titled for pre approved buyer with £3.99 P&P, through your shop rather than Amazon market place, you then send a link to your buyer who purchase's. I did this when someone wanted confirmed next day delivery for an item which was a late present.

Amazombie

soolin wrote:

Individuals are not subject to the distance selling regulations, this has been made apparent on ebay where such claims have failed. I assume that Amazon work on the same principal in that the sale and purchase are between private individuals, just like buying from Loot or your local free paper from your neighbour.

Soo

Sorry thats wrong. The DSR specifically excludes auctions including Ebay but it does cover Amazon which is why it is mentioned in their rules. It also covers individuals selling on Amazon as Ive spoken to both Amazon and the DTI about it. If a buyer makes an A-z claim against a seller for any breach covered by the DSR then Amazon will always find in the buyers favour and deduct the money from the sellers account.

When sellers start up on Amazon they sign the online participation agreement which binds them to Amazon's rules. One of the rules makes it VERY clear that a buyer can return an item for any reason whatsoever including the fact they just changed their mind, and they are entitled to a full refund of the amount they paid including the postage. Its quite simple.

tom_and_barbara_good

Amazombie wrote:

. One of the rules makes it VERY clear that a buyer can return an item for any reason whatsoever including the fact they just changed their mind, and they are entitled to a full refund of the amount they paid including the postage. Its quite simple.

to clarify - they can choose something, pay for it, read it or copy it or whatever, and so long as they pay for the postage themselves they can return it to you for a full refund? heck

Amazombie

tom_and_barbara_good wrote:

they can return it to you for a full refund? heck

Yep, as long as its returned within seven days of receipt. Those are the basic rules of distance selling which were formulated to protect honest buyers from unscrupulous sellers.

Murtle

Some of the comments are in conflict with the advice given by the DTI

http://www.dti.gov.uk/ccp/topics1/facts/distancesell.htm

for instance this paragraph.

Q2. What are my rights when shopping online?

Your usual consumer rights apply online. Goods must be of satisfactory quality and fit for purpose; adverts and descriptions must not be misleading. With auctions and private sellers the general rule is 'buyer beware'. The Distance Selling Regulations provide additional protection e.g. your card company must refund you if your credit, debit, or store card is used fraudulently and, in many cases in the EU, the law allows you time to change your mind, within seven working days of the delivery, and get a refund.

Q4. Do I have to pay to return the goods?

When consumers exercise their right to cancel they are under a duty to take reasonable care of the goods and to “restore” them to the supplier. The term “restore” does not permit the supplier to demand that the consumer send back or deliver the goods, but only that the goods are made available to the supplier for collection.

so the seller should be able to collect the goods, or arrange for collection, or pay for items to be returned??

I know the DSR has been updated but, I can't see anything that applies to individuals, not business.

Also is says that unsealed CD,DVD's can't be returned....so if you see a used one, it's unsealed and therefore can't be returned?!

M

x x

soolin

Also, it is worth remembering that just because a company add something to the terms and conditions it doesn't mean that it is enforecable, it just means they are trying to cover themselves against all claims.

For instance, paypal recently added a clause to their terms and conditions about buyers not being able to chargeback on their credit cards in cases of non receipt, yet that is nonsense as people still can as it is basic credit legislation.

It is very worrying though especially for mega heavy books where postage will cost a fortune and could lose the sellers pounds on postage.

Soo

Amazombie

Murtle wrote:

I know the DSR has been updated but, I can't see anything that applies to individuals, not business.x x

What you are forgetting is that selling through Amazon gives the buyer considerable protection and the buyer doesnt pay the seller they pay Amazon. So it is not a straightforward contract between private individuals.

When sellers sign up to sell through Amazon they accept the terms and conditions stipulated by Amazon and you have to abide by them or risk being thrown off the site by Amazon.

If you refuse to refund a buyer for whatever reason then the buyer makes an A-z claim against you through Amazon and if Amazon agree they will simply take the money from your account. This happens all the time.

Amazombie

soolin wrote:

Also, it is worth remembering that just because a company add something to the terms and conditions it doesn't mean that it is enforecable. Soo

It is where you have agreed to be bound by such terms when you signed up to be a marketplace seller? Youve joined the club and are bound by their rules. Amazon can and will kick you out if you dont agree.