Strange Amazon refund request....

neillya1

First post here but you all seem really helpful so hoping you can help me out!


I sold an Xbox game on Amazon on Nov 30th for £3.47 (+£1.99 postage), and dispatched it on the 1st Decemeber.

I get an email from the buyer today (2nd December) saying why has he received it when he cancelled the order..... I got no cancellation request AT ALL from Amazon, and in my recent orders it doesn't say any cancellation has been requested!

He wants a full refund now, but I'm not prepared to give it until I get the game back in the condition I sent it (Makes sense right?).

What do I do though - do I refund all the postage costs? Even though it's his mistake I think, seems unfair that I have to pay postage BOTH ways because they've messed up?


Really confused, it's all a bit new to me!

Thanks for any help :beer:

Crowqueen

Amazon have very strict rules about cancellations: they should have more info on their site as to who is responsible but in general the Distance Selling Regulations apply to all sales, which means buyers can cancel the contract up to a reasonable time after it's been made, and you have to refund in full.

Soolin would be more help, I'm sure she'll be along later on and will see this thread.

neillya1

Crowqueen wrote: »

Amazon have very strict rules about cancellations: they should have more info on their site as to who is responsible but in general the Distance Selling Regulations apply to all sales, which means buyers can cancel the contract up to a reasonable time after it's been made, and you have to refund in full.

Soolin would be more help, I'm sure she'll be along later on and will see this thread.

Thanks, I'll have a look on there

What I don't get is that he said he cancelled it, yet Amazon isn't showing any cancellation at all.

Would the seller then be responsible for the postage of the item to the person in the first place, AND the postage when they return it?

Thanks for your help! :T

Crowqueen

I don't know how Amazon works as a seller, I only buy there. But I'll keep this post bumped so you get an answer.

Meanwhile have a look at what Amazon say in their instructions about return postage.

7roland8

Don't know rules but think I'd be tempted to email back and say you had no cancellation - you posted the game out promptly -so you fulfilled your side of it.
Then leave him take it up witn Amazon - for the small price it not worth it is it?

soolin

7roland8 wrote: »

Don't know rules but think I'd be tempted to email back and say you had no cancellation - you posted the game out promptly -so you fulfilled your side of it.
Then leave him take it up witn Amazon - for the small price it not worth it is it?

Unfortunately on Amazon sellers must accept returns.

OP if buyer had cancelled it would not show as a transaction, if you have it in your orders then they are mistaken. The problem will be telling them that in a really polite way.

I've been out all day/stuck on a train otherwise I would have suggested that you call seller support and ask them, not because they won't expect you to refund (they will) but so your problem is logged and should the buyer be mean enough to leave a neg they might well remove it for you. Unfortunately seller support work the shortes office hours known to man and I don't think they are live at all over the weekend.

You will have to refund, but you can insist on buyer returning the item first. However I definitly would be looking for a really polite way of telling the buyer he is mistaken in his assumption the transaction was cancelled.

neillya1

Ok just (finally) got a reply from the buyer.
They said they'll post it back as soon as possible but they can't go outside and have to rely on friends to do stuff for them..... I'll wait for it but something seems a bit dodgy here.

My guess is they're going to say it's sent when it hasn't, and I never get it back. But we'll see....

KChildheart

Get them to get a proof of sending, usually royal mail do this for free. Then it's Royal Mail's fault.

Hammyman

No goods, no refund. Even Amazon won't refund until they've got the goods.

Kite2010

neillya1 wrote: »

Ok just (finally) got a reply from the buyer.
They said they'll post it back as soon as possible but they can't go outside and have to rely on friends to do stuff for them..... I'll wait for it but something seems a bit dodgy here.

My guess is they're going to say it's sent when it hasn't, and I never get it back. But we'll see....

Or you will get the box back, but with a damaged disc inside.