selling your stuff on Amazon - part 9 - advice for newbies in the first 2 posts

jordylass

I have received an email this morning from someone not happy with their purchase. I can understand this as the item is not the same as the ISBN although I did make this clear in my listing.
However they are asking for a refund, again no problem, but they want it today without returning the item and are threatening bad feedback if that isn't forthcoming

If you send me the money back - and an email confirming it today - by Wednesday, I will forget the matter and give you 100 per cent ratings with amazon.

Is there anything I can/should do?

wilf55

in your best creeping voice send them a polite email and say that amazon has informed you that if they send the book back then you can issue an immediate refund but your hands are tied until you have the book back

just be really apologetic no matter how much you dont want to be

explain that although it wasnt the same book as listed you did try to show that in your own listing even send them a cut and past of your listing but grit your teeth and apologise even offer them a discount on a further purchase from your lists when they return as a sweetener

failing that you could just refund email to confirm and hope for the best how much was the book worth

good luck

dreams_R_free

Sorry about your problem jordylass.

Not really sure how to solve this one but in future where the ISBN is different I'd enclose with the book a sheet with a copy of the listing (with the change in bold) and maybe a short explanation so they know what they are getting. In my experience buyers rarely read the full listing on the website , they are just so keen on getting a bargain and click to buy willy-nilly:rolleyes: They have no excuse then if they try to get a refund by saying it isn't as expected. It would be their own fault for buying something without reading the listing properly. Why should you give a refund when it's their mistake not yours?

jordylass

I really don;t mind giving the refund, but I;d like the book back and I know that if I push for that I'm going to get bad feedback. Buyer has me over a barrel.

rare_stuff

jordylass wrote: »

I have received an email this morning from someone not happy with their purchase. I can understand this as the item is not the same as the ISBN although I did make this clear in my listing.
However they are asking for a refund, again no problem, but they want it today without returning the item and are threatening bad feedback if that isn't forthcoming

If you send me the money back - and an email confirming it today - by Wednesday, I will forget the matter and give you 100 per cent ratings with amazon.

Is there anything I can/should do?

That's the danger of listing an item not as described by amazon, the 'technical' term is 'materially different from amazon description'. The buyer is within their rights to make an a-z claim which would result in amazon refunding them from your account without having to return the book. Many buyers do not read descriptions and your comments for the item will not be seen as a defence by amazon.

you can try to negotiate a refund and can ask them to return the item at no cost to themselves by resealing in the original packing, marking it return to sender, and popping back in the post box. Be apologetic and explain that you did explain the difference in the comments for the listing. You don't have anything to lose by trying this, but be polite and apologetic.

I'd personally want to know if the buyer made a habit of looking for materially different items and demanding a refund and you may get some indication of this by looking at their buyer feedback, not that it may help. A buyer can only make so many a-z claims and may be reluctant to do so if they have done similair in the past, though if challanged they do have the right to leave neg feedback as a result.

You can check the buyer's feedback by following the instructions here, just remember to actually click on the final 'see all feedback' or you will only see feedback for their seller activity which may be none, but still have a number of buyer feedbacks remaining hidden. Also leave feedback your self stating that buyer does not read comments. Leave feedback by using the leave feedback button on the order details page, not by using 'respond to feedback' on your feedback page as this will not go on their feedback, but just be visible to people browsing your feedback (amazing how many sellers don't realise this!)

good luck!

mishkanorman

I personally feel you have been singled out for this, they are a little too quick to point out your feedback.

I hate being held over a barrel by people and this would really get my back up, my response would be full refund only on return of book, ensure he gets proof of posting, and if he gives you a bad feedback,which he can still do after you have refunded him, respond and try to forget about him. Point out that whilst you are sorry he isnt happy with the purchase Amazon are very strict about refund only on receipt of book.


How different was the item to the listing ??


mishka

soolin

The good news is so far this chargeable month and with 4 days left to go I have sold 40 books...hurrah!

The bad news is that I went on a buying spree at the weekend, trawled car boots, charity shops and my usual places. Got home checked all my finds on Amazon and they are virtually all, without exception, duds.:doh:

Decided that rather sit here and worry about the books I would just cut my losses and take them all to charity shop this morning. Did that and while I was there bought another few books. The best one I bought today is a 1p book with 231 other copies...so they were all duds as well as I don't list 1p ones unless they are rare or very high in the rating. So all I've ended up with is more books to donate back.

Sigh....I think i should give up buying for a while :eek:

mishkanorman

Well done on the sales soo,
im amazed to find ive sold 32 this last 30 days so may wll take advantage of the upturn in sales and become pro again (before my nigh on 900 listings all end on the same day !! )

Ive been selling my duds on ebay (to the same bloke actually) as they are perfect for bootsales and will easily sell , perhaps you should start stashing your 1p books and try this !

mishka

jordylass

mishkanorman wrote: »

I personally feel you have been singled out for this, they are a little too quick to point out your feedback.

I hate being held over a barrel by people and this would really get my back up, my response would be full refund only on return of book, ensure he gets proof of posting, and if he gives you a bad feedback,which he can still do after you have refunded him, respond and try to forget about him. Point out that whilst you are sorry he isnt happy with the purchase Amazon are very strict about refund only on receipt of book.


How different was the item to the listing ??


mishka

mmmm I wonder you could be right. As a PS he goes on to quote

this from amazon...When is a product "materially
different" than what the seller advertised?

If a seller has clearly misrepresented the condition
or details of an item in a way that affects its value
or utility, it is "materially different" and the
seller should be willing to offer a refund or
exchange. If the seller does not offer a refund or
exchange, your purchase is eligible for the A-to-z
Safe Buying Guarantee.

Items are considered "materially different" in these
circumstances:

Wrong version or edition
Item condition or details not as described
Wrong item

rare_stuff

did you check to see if he had any feedback? and will you be leaving him some?