Amazon cancellation request help

pinkgem

I sold an item late last night which was posted first thing this morning. I checked my emails when i got home and had 2 emails from the buyer:

"I am afraid I have to cancel this order. I accidentally ordered it both from you and from another seller."

"I have sent you a cancellation via the Amazon website but should be grateful if you could confirm the cancellation and that you will process a refund."

The first one was sent an hour after the purchase was made (I was in bed by then) The second one was sent after a further 3 hours (insomniac anyone?) Had he emailed immediately after making the duplicate purchase (if he is telling the truth) then I would have been able to cancel and refund.

I started to reply saying that unfortunately it had already been posted and maybe he could ask the other seller if he could cancel his order with them if it had not been posted yet. I was then going to say I would accept a return and refund but this would not include the postage or his return postage costs but I stopped because I am not sure what amazon require me to do in these circumstances.

I think if you change your mind when you purchase from Amazon themselves you have to pay return postage and I don't think you get p&p back if you have had to pay it (I know p&p is free on most orders over £15 from them)

The actual postage cost was £2.38 by 1st class Recorded, this is what the buyer was charged and what I received:

Item(s) Ordered Price
Item(s) Subtotal: £28.95
Total postal charge to Buyer: £4.50
Amazon.co.uk Marketplace fees: -4.11
Applicable VAT amount: -£0.62
Amount Due Seller: £28.72

If he does want to return what do I have to refund? and what should I say to him? To be honest I am a bit annoyed that he did not ask me if he could cancel he just told me that he was cancelling and that he had sent me a cancellation!?

Hintza

They cocked up, e-mail them and tell them to refuse item on delivery (that will cave them return postage) and when you receive it back you will refund. Then when it is returned refund price of item and not P+P...sorted.

Do not mention anything about postage, that will only give them ideas.

I assume you packed item last night? I find it good practice to check all emails in the morning first thing because you get lots of folk who order via "one click" in error and it saves so much hassle if you can stop it before it goes out.

pinkgem

Hintza wrote: »

They cocked up, e-mail them and tell them to refuse item on delivery (that will cave them return postage) and when you receive it back you will refund. Then when it is returned refund price of item and not P+P...sorted.

Do not mention anything about postage, that will only give them ideas.

I assume you packed item last night? I find it good practice to check all emails in the morning first thing because you get lots of folk who order via "one click" in error and it saves so much hassle if you can stop it before it goes out.

are royal mail likely to return item to me ok without losing it? if so, thats a good idea to save them on return postage costs.

yes it was packed and postage printed last night ready to be sent first thing. unfortunately no time in mornings to check emails before posting.

i have had to cancel orders before sending on a few occasions, but i think everyone has emailed immediately after purchasing in error and i don't think i have ever had to accept a return before.

Hintza

I have done it a few times in situations like this and they are normally back with 24-48 hours (mine were SD though).

pinkgem

Hintza wrote: »

I have done it a few times in situations like this and they are normally back with 24-48 hours (mine were SD though).

i sent this by 1st class recorded, would it come back by the same service then?

Hintza

Yes I would have thought so I sign for my returned SDs, I assume it has a return label on it?

pinkgem

Hintza wrote: »

Yes I would have thought so I sign for my returned SDs, I assume it has a return label on it?

yes it has a label with my address on the back

pinkgem

:eek: :eek: :eek:

i just had an email from the buyer and i am absolutely shocked at his cheek!

"I am very sorry that this is a problem for you. I really cannot understand why the emails should have been so long delayed. I contacted Amazon within minutes of the mistake becoming apparent and emailed you on their site about half an hour later I then emailed you yesterday.

However, as you know, under the relevant regulations, I have the right to return the goods and receive a full refund. I should be grateful if you could send me a returns label."

:eek: :eek: :eek:

frivolous_fay

*snort *

pinkgem

what would you say to him???

funkyfunkymonkey

pinkgem wrote: »

what would you say to him???

I would tell him how very sorry I was, but unfortunately Amazon's terms and conditions state that it is the buyer's responsibility to return the item at their own cost.

The link to the relevant page on Amazon is: http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=3149641

It says "Returns

If you receive an item different to what was described, or that is clearly in worse condition than indicated, please contact your seller and tell them what the problem is. You should be able to reach an amicable agreement with one another. If necessary, you can return the item to the seller for a refund. They will provide you with a return address.

To be eligible for a refund, you must return your item to your seller in the same condition you received it, and the return must be postmarked within one week of receipt. Postage charges for returning the item are borne by you. Find out more below on how your refund will be handled."

FFM