Amazon Buyer wants refund

Mirtos

Hi Guys,I recently started selling stuff on Amazon, and things have been going well, until this week. I had listed a 24 series Box set (VHS) on Amazon - there wasn't a VHS section, so I listed under DVD (as others in a similar situation had done), saying in sellers comments PLEASE NOTE THIS IS VHS NOT DVD. When the item was sold, I then sent an email to the buyer confirming that it was a VHS not DVD and asking them to let me know within 2 days (so I could still post on time) if they had mistaken it for a DVD, and I would refund immediately (I was trying really hard not to make anyone feel ripped off or out of pocket). No reply, so I dispatched by special delivery at a cost of £7.30. Now the buyer is saying he wants his money back as it is not a DVD, even though it stated clearly in the listing AND in my confirmation email that it was a VHS. I really don't want to rip this guy off, as he must have mis-read the listing, and not checked his email, so it is a genuine mistake, but I did everything in my power to prevent this being the case. I responded to his complaint email within two hours of receiving it, but he has just left negative feedback on my account saying that I have refused to contact him. I haven't! I contacted him straight away - he is the one not responding to emails! I am trying really hard to resolve the situation to everyone's satisfaction.If I refund in full, I'll end up £10 out of pocket for postage and listing fees, which will pretty much wipe out all of my amazon profit so far. I had thought of offering to refund minus my expenses, as it is his mistake.What does everyone think? I don't want to be a baddie and rip this guy off, but I don't want to end up out of pocket for his mistake either.What do you all think?

wigginsmum

I see it as his fault for not reading your listing or emails properly. If he's already left you negative feedback, is he subsequently expecting a refund? If you decide to give him a refund (minus your expenses), make sure you get the videos back from him first.

rose_sparky

As he's already left a negative I wouldn't give him a refund.

Voyager2002

Do you have his correct email? Try sending him a letter to his postal address explaining the situation and offering a refund LESS EXPENSES if he makes whatever efforts are possible to remove the negative feedback.

PPJ

In my opinion, you're on weak ground here, because you listed the item incorrectly. I appreciate that you did you're best to make clear what the item really was, but even so, if someone searched specifcally for the DVD on Amazon, your item would have come up.

By the way, Amazon do have a VHS section, but maybe they don't list that particular product. If a product is not listed, I'm afraid that means you can't sell it via Amazon. Maybe better to try Ebay.

If I was in your position, I'd chalk this one up to experience and be more careful next time. Do make sure you get the item back first, as has already been said.

Sorry if this is not the answer you wanted to hear.

Kaminari_2

Even though you have done everything possible to inform the buyer that it was a VHS not a DVD i'm afraid that Amazon will not look at it that way. You have listed it under a section that does not acturately describe the item even though you put the difference in the description section. This is the risk you take when listing under a different section. This is not ebay where if you feel you have acturately described an item you can refuse to refund. Amazon nearly always take the side of the buyer.

I would take this outcome as the result of taking a risk in listing the item in a different catagory.

I would try sending them an email from a different account as it sounds like your emails may not be getting through to the buyer.

I would send them something like:

Thank you for your email, i'm sorry that the item was not as you expected. Please return the tapes for a full refund.
Thanks,

Kaminari_2

You will have to give a full refund for the transaction paid.

By being polite you may be able to get the tapes back but if the buyer really digs their heals in they could just complain to Amazon and will be refunded without the return.

Kaminari_2

I've also have a question about posting. Were the tapes worth more than £32?

For anything worth up to £32, i always sent with Proof of Posting only (grab a pad of these from your post office and fill out before you post) as you will be covered for any breakages or losses.

Anything over £32 i send special delivery with the apropriate insurance to cover the item.

Please note that this does not apply to money, jewelry or china sent in the post.

By following these rules i am never spending more than needed on postage and i am always covered.

funkyfunkymonkey

Mirtos wrote:

I really don't want to rip this guy off, as he must have mis-read the listing, and not checked his email, so it is a genuine mistake, but I did everything in my power to prevent this being the case. I responded to his complaint email within two hours of receiving it, but he has just left negative feedback on my account saying that I have refused to contact him. I haven't! I contacted him straight away - he is the one not responding to emails! I am trying really hard to resolve the situation to everyone's satisfaction.If I refund in full, I'll end up £10 out of pocket for postage and listing fees, which will pretty much wipe out all of my amazon profit so far. I had thought of offering to refund minus my expenses, as it is his mistake.What does everyone think? I don't want to be a baddie and rip this guy off, but I don't want to end up out of pocket for his mistake either.What do you all think?

Hi Mirtos

Unfortunately as you listed a VHS against a DVD you will have to give the buyer a full refund, if you don't Amazon will do it for you and deduct it from your account - you will then be out of pocket and have no DVD.

It is possible that the buyer is not receiving your emails if he has an aggressive spam filter - this can be really frustrating. You may have to resort to sending him a letter explaining the situation and saying that you will give him a full refund when you have received the VHS back. Alternatively, you could phone Amazon Customer Services and ask them to send an email on your behalf. (Freephone 0800 279 6620)

On a more positive note though, Amazon will refund your fees when you issue the refund.

If you manage to get in touch with this guy and resolve things to his satisfaction, he may decide to remove the negative feedback.

It is always a risk when you list something like this - buyers are notorious for not reading descriptions - so you will need to weigh up the pros and cons in any future situations.

Don't despair though, just chalk this one up to experience and keep on selling - sounds like you're doing a good job and trying to keep your customers happy.

DFN

Mirtos

Thanks. I've contacted amazon, and they are going to get him to call me so we can sort it all out!!!

Mirtos

Ok.
So I offered the guy a refund. no answer. I figured his spam blocker must be a bit over zealous, so called amazon, and asked then to get him to return the items for a refund, and give him my number so he could call me with any queries. Still no contact, but today received an email saying he has placed a claim to get his money back and if i don't reply it will be taken out of my account:eek: - i'm furious :mad:with this as I have emailed the damn bloke every day for the past week or so in a vain attempt to resolve this amicably.

I've replied to the message stating my case. but am quite stressed about amazons attitude!

what do i do now?