Amazon refund help please

iwannabeonthebeach

I sold an internet router, which I won, on amazon for £130. It was new, unopened. I sent it special delivery on the 8th January, he got it the 9th. Today the buyer has emailed me to say that he would like a refund as it doesn’t work with his computer, (he doesn’t state in which way it’s not working) and he has contacted the German and English help centres without any luck. Do I have to issue a refund? Obviously if he sends it back to me I won’t be able to resell it as new. As it was new I assume it should be in good working order so could it be that his computer doesn’t meet the specifications for the router, which obviously he should have checked before he bought it.
If I do have to offer him a refund should I ask that he returns it to me first? Plus, the funds from the sale transferred to my bank account today, so would a refund come directly from my bank account?

Thanks!

Peter_Lanky

If he raises a dispute, Paypal will put a hold on your account for the full amount. As you have withdrawn the funds, your balance will be negative. Paypal will expect you to move money back to your Paypal account to cover this. This is painfully slow, and will take at least a week.

I can't comment on what will happen as far as the dispute is concerned, but Paypal does come out in favour of the buyer, often without taking the full facts into consideration.

scubaangel

Peter_Lanky wrote: »

If he raises a dispute, Paypal will put a hold on your account for the full amount. As you have withdrawn the funds, your balance will be negative. Paypal will expect you to move money back to your Paypal account to cover this. This is painfully slow, and will take at least a week.

I can't comment on what will happen as far as the dispute is concerned, but Paypal does come out in favour of the buyer, often without taking the full facts into consideration.

Try reading the OP - amazon dont use paypal!

Sorry I can't help as to what happens on the sellers side but when I had to return an electrical item to an amazon seller it was pretty simple. They need to follow the process amazon set out and I believe from your side amazon make it fairly easy too, not sure about the money side though I'm afraid, possibly like pp they'll credit from your account and request that you arrange for funds to be replaced.

soolin

Peter_Lanky wrote: »

If he raises a dispute, Paypal will put a hold on your account for the full amount. As you have withdrawn the funds, your balance will be negative. Paypal will expect you to move money back to your Paypal account to cover this. This is painfully slow, and will take at least a week.

I can't comment on what will happen as far as the dispute is concerned, but Paypal does come out in favour of the buyer, often without taking the full facts into consideration.

You can't use paypal on Amazon, Amaozn handle all the payments themselves.

OP, Amazon allow returns for any reason at all but I would phone Customer services about this as they are usually quite helpful on the phone. Log in safely and use the ring back facility, you rarely have to wait more than 20 seconds to talk to someone.

If, as I suspect, they allow the return then wait until it gets back to you before refunding.

Peter_Lanky

scubaangel wrote: »

Try reading the OP - amazon dont use paypal!
.

Do you feel better and superior for pointing that out?

scubaangel

Peter_Lanky wrote: »

Do you feel better and superior for pointing that out?

Oh yes its my aim to try to feel superiour to someone every single morning!

Or because although the advice is good for anyone using ebay it happens to be useless to the OP.

Hintza

Peter_Lanky wrote: »

Do you feel better and superior for pointing that out?

Now that is silly. Your post was wrong and could confuse some folk so it needed to be pointed out.

iwannabeonthebeach

I sold an internet router, which I won, on amazon for £130. It was new, unopened. I sent it special delivery on the 8th January, he got it the 9th. Today the buyer has emailed me to say that he would like a refund as it doesn’t work with his computer (not that it isn’t working full stop, just that it’s not working with his computer). He says he has contacted the German and English help centres without any luck. Do I have to issue a refund? Obviously if he sends it back to me I won’t be able to resell it as new. As it was new I assumed it would be in good working order so could it be that his computer doesn’t meet the specifications for the router, which obviously he should have checked before he bought it.
If I do have to offer him a refund should I ask that he returns it to me first?
What happens if he returns it to me for a refund and I find that it works perfectly fine with my computer?
Thanks!

mallymal

My hunch is that you only have to offer a refund if the item is defective, not as described, etc.

As you say the item was sold BRAND NEW IN BOX, then I would say your buyer has no case. It was up to him to check the tech spec.

In additiion, Amazon's website says:


As a seller on Amazon, you are responsible for managing the returns process for materially different, defective, or damaged items, including providing buyers with a way to make the return and processing the refund for the return.

It sounds like your item WASN'T any of these, so I say you're fine NOT to offer a refund.

Good luck

soolin

I've merged the two identical questions so that all the replies are on the same thread.

soolin

Also worth reading this from a buyers point of view which is why I suggested phoning customer services (sellers desk). If you leave it much longer you will be out of time as the seller help desk has very short hours monday to Friday only.

http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010

[FONT=verdana,arial,helvetica][SIZE=-1]Refunds

[/SIZE][/FONT]
[FONT=verdana,arial,helvetica][SIZE=-1]Where you are withdrawing from your purchase within the first 7 working days after delivery and there has been no error on the seller's part, the seller will refund the cost of the item and the cost of sending the item to you as follows: (1) where you are returning an item that was part of a larger order, the seller will refund the per-item charge for delivery that you incurred, (2) where you are returning an entire order, the seller will refund the applicable per-item delivery charges and the per-delivery charge that you incurred, (3) sellers are only required to refund standard postage charges for items delivered outside the UK, (4) where your seller collects an item from you, the seller will have the right to recover the costs of collection from you, and (5) if you use a personalised pre-paid return label, the seller is entitled to deduct the return postage from your overall refund. Please note that, with respect to returns initiated during the first 7 working days after delivery, sellers are not required to refund the cost of giftwrapping, returning the item to the seller, and other services provided to you in connection with your purchase unless you return the item to the seller because of an error on the seller's part or because it is defective. [/SIZE][/FONT]
[FONT=verdana,arial,helvetica][SIZE=-1]Where you are withdrawing from your purchase between 7 and 30 days after delivery (or between 7 and 14 days in the case of items) and there has been no error on the seller's part, the seller is only required to refund the cost of the item. Please note that, with respect to returns initiated during the period between 7 and 30 days after delivery (or between 7 and 14 days in the case of large items), sellers are not required to refund the cost of giftwrapping, delivery or other services provided to you in connection with your purchase. If you use a personalised pre-paid return label, the seller will be entitled to deduct the return postage from your overall refund. [/SIZE][/FONT]