📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Advice about a denied Amazon a-z Claim

Hi All

I was hoping someone could give me some advice on a problem i'm having with Amazon.
I ordered an item from an Amazon Marketplace seller for a friends
birthday.
I canceled the item the next day as her mother told me she already had the item i had ordered.As there was other items this seller had i checked with her mother and we decided to order a few other items from the same seller once i returned from a work conference.
When i returned home a week later i was surprised to be approached by a neighbour saying that they had a parcel for me.
I hadn't ordered anything else.I noticed from the box that it was
the canceled item from the Amazon seller.I was surprised that the canceled order had been sent out.

I emailed the marketplace seller who refused to collect the item
and claimed that they had not received the canceled order from
Amazon they then started getting agressive.
I contacted Amazon and they viewed the communications between myself and the seller and felt that their responses were not approiate I filed an official complaint against the selller in relation to their abusive emails.
I sent the item back unopened and received a partial refund.
I filed an a-z Claim.
I explained in my claim that i had canceled the order and if Amazon didn't send the seller the cancelation notice then surely that was
an issue between Amazon and the seller.
After blaming Amazon for not sending them a cancelation notice the seller suddenly changed tack and starting blaming me becoming threatening and abusive.It was at this stage i contacted Amazon.
In my a-z claim i explained that the item was canceled but sent out
anyway and as the item was returned unopened and not at the sellers expense why did i only receive a partial refund.
The postage amount for the item was £5 but the seller had charged me £20.
Amazon denied my a-z claim and didn't address any of the points i raised about the order being canceled and sent out anyway and
the item being returned completely unopened and at my expense.
The item wasn't opened as the box contained the name of the item all over it so as soon as my neighbour showed the box to me i knew it was the canceled order.
In the denied A-Z claim Amazon said that the buyer could deduct
any returned postage costs and if the item had been opened a restocking item ( but this was only if it had been opened)

I appealled the decision and said that they had not addressed the issues i had raised which were

1.The item was canceled but sent out anyway

2.THe postage amount was £5 and the buyer did not
incur any returned postage fees

3.As the item hadn't been opened there would not
be any restocking fee.Amazon were clear on their information
to me that a restocking fee could be charged if the item was
opened

4.As the only costs the seller had incured was the original £5
postage fee for the canceled order why had i been charged
£20.To resolve it i would be prepared to accept a deduction
of the original £5 postage ( despite it being canceled) but
can not accept a £20 charge as they have incured no other costs

Amazon has again not addressed any of these issues but rejected
the appeal and said ''since this was not received materially
different your seller can charge a restocking.'
I have no idea what they mean by this but they have said the matter is closed so although i have asked them to explain what this means i don't expect to receive a response.

I wondered if anyone could advise me what the best way to proceed would be.I did cancel the item and if there was some misunderstanding between the seller and amazon then surely it is between them.

After failing to sort it out with the seller and Amazon i seem to have little options left.To resolve it i would as stated be prepared to just accept the original £5 postage fee and move on but i'm not happy
to accept a £20 deduction for a cancled order.

Any help/sugguestions would be greatly apprecaited

Thanks everyone
«1

Comments

  • arcon5
    arcon5 Posts: 14,099 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    What date after receiving the parcel did you request to return it/cancel it again?

    At the very least the seller should refund the original postage costs paid if you cancelled within 7 working days of receiving the item -- as per distance selling regulations, which also state the seller cannot charge a re-stocking fee if cancelled within this period. Although I like you would expect them to cover costs of returning the item.

    Did you receive any kind of notification in tangible form from Amazon to confirm the cancellation?
  • Hi Arcon5

    I contacted the seller on 22/8/11 as soon as i received the parcel.
    i explained that the order had been canceled so was surprised
    to find that it had been sent out.
    I didn't receive any sort of tangible notification from Amazon
    once it was canceled the first time.The seller said that Amazon
    hasn't sent them one and in effect it was Amazons fault.
    When i telephoned Amazon to explain what had happened and to ask them why the cancelation had not been sent to the buyer they said we don't send cancelations and that was not how the sysyem
    worked but rather it would have been received by the seller.
    They kept asking me to contact the seller which i had been doing
    but after receiving abusive emails from them it was clear that
    they were not prepared to accept responsibility as after blaming Amazon they then started blaming me.
    I don't buy online often but thought that i would be safe buying from Amazon and paying by card.
    Amazon are not addressing any of my queries and are trying to say
    that the matter is closed from their side.
    I have contacted them again saying that they may be in breach of
    the Distance selling regulations and would like them to look at the matter again or escalate it.I'm not hopeful that they will do this.




    arcon5 wrote: »
    What date after receiving the parcel did you request to return it/cancel it again?

    At the very least the seller should refund the original postage costs paid if you cancelled within 7 working days of receiving the item -- as per distance selling regulations, which also state the seller cannot charge a re-stocking fee if cancelled within this period. Although I like you would expect them to cover costs of returning the item.

    Did you receive any kind of notification in tangible form from Amazon to confirm the cancellation?
  • bod1467
    bod1467 Posts: 15,214 Forumite
    After placing the original order, WHEN did you CANCEL this order, and by what means? (i.e. how long after placing the order did you cancel it? How did you cancel? Phone? Email?) Did you mention (when cancelling) that you were cancelling under the DSR?
  • Postage charges for marketplace sellers are fixed by Amazon, not by the sellers; what was the item?
  • I canceled by email but the seller is saying that amazon didn't i
    tell them whereas Amazon are saying something else.
    I canceled the next day.I didn't know about DSR when i canceled
    i only found out about DSR today
    bod1467 wrote: »
    After placing the original order, WHEN did you CANCEL this order, and by what means? (i.e. how long after placing the order did you cancel it? How did you cancel? Phone? Email?) Did you mention (when cancelling) that you were cancelling under the DSR?
  • The Item was a doll and postage charge was £5.16.

    Postage charges for marketplace sellers are fixed by Amazon, not by the sellers; what was the item?
  • Try ringing them up, you might find they will credit your account if you explain it and point out the seller was rude. Good luck.
    Jan Wins: .
  • I tried this.i think i have rang them up about seven or eight times
    and don't appear to be getting anywhere with them.
    I'm made an official complaint about the seller due to their abusive emails to me but i still haven't heard the outcome of that if indeed they are even investigating it ( although they claim they are)
    Try ringing them up, you might find they will credit your account if you explain it and point out the seller was rude. Good luck.
  • thenudeone
    thenudeone Posts: 4,462 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I suggest raising a dispute with your CC company.

    I have been successful in back-charging suppliers when that have failed in their DSR obligations:T
    We need the earth for food, water, and shelter.
    The earth needs us for nothing.
    The earth does not belong to us.
    We belong to the Earth
  • Hi,

    I've also had problems with Amazon and didn't get anywhere. If you haven't done already, it's probably worth e-mail [EMAIL="managingdirector@amazon.co.uk"]managingdirector@amazon.co.uk[/EMAIL] , this is still a customer services team within Amazon but they deal with cases that are escalated. You still might not get anywhere but from my time in customer services I know they will have more authority then the nroml customer service bods to refund.

    Hope that's a bit of help, but I'm well aware of how poor theifr responses are!
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 351.3K Banking & Borrowing
  • 253.2K Reduce Debt & Boost Income
  • 453.7K Spending & Discounts
  • 244.2K Work, Benefits & Business
  • 599.4K Mortgages, Homes & Bills
  • 177.1K Life & Family
  • 257.7K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.2K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.