Amazon-item not called for

the_lunatic_is_in_my_head

bartelbe wrote: »

So you don't have to refund the full amount? That seems to be the way forward then if I get no reply.

The customer has 60 days to leave feedback and I think the same to open an a-z claim.

If they get in contact I am more than happy to refund in full or resend at my cost but if the customer doesn't make contact then my options are limited (resending is not a good idea as it might just come back again and I begrudge paying postage as a good will gesture to someone who can't answer their email).

Before it's said, the customers right to a full refund under the DSR regs only applies when they notified the retailer of their intent to cancel via durable means.

Crowqueen

bartelbe wrote: »

Oh I've already contacted the buyer, I want to be honest. The problem isn't the postage screwup, it is the fact the buyer didn't give me any feedback. I thought all was OK, the book had arrived, and the money has already been released by Amazon.

Few people leave feedback on Amazon. Sold a lot this summer and only received 4 ratings.

Before it's said, the customers right to a full refund under the DSR regs only applies when they notified the retailer of their intent to cancel via durable means.

There's also SOGA, which, particularly if you are a business seller, mandates delivery within 30 days or their full money back.

bartelbe

the_lunatic_is_in_my_head wrote: »

The customer has 60 days to leave feedback and I think the same to open an a-z claim.

If they get in contact I am more than happy to refund in full or resend at my cost but if the customer doesn't make contact then my options are limited (resending is not a good idea as it might just come back again and I begrudge paying postage as a good will gesture to someone who can't answer their email).

Before it's said, the customers right to a full refund under the DSR regs only applies when they notified the retailer of their intent to cancel via durable means.

So basically the balls in the customers court?

the_lunatic_is_in_my_head

Crowqueen wrote: »

There's also SOGA, which, particularly if you are a business seller, mandates delivery within 30 days or their full money back.

Can you quote that please:

http://www.legislation.gov.uk/ukpga/1979/54

(You might be right but I'm not sure)

Just to add, I'm waiting 13 weeks for a sofa so it can't be a clear cut statement that delivery must be within 30 days.

My understanding is that it is within a time frame agreed but refers to the supplier being "unable to supply the goods", the interpretation of this term is very subjective in the context of this situation.

lovinituk

bartelbe wrote: »

Very strange, why would someone order a book, not worry when it doesn't arrive, then ignore a message about it?

Mine aren't books, I sell various items, but still I find it odd that someone pays for something and then forgets they ordered it! I've had one here for 2 months and still no contact from the customer. I'm not going to voluntarily refund it as that goes against my refund rate percentage so it will sit here until they can be bothered to contact me.

Crowqueen

Lunatic: from http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained, section 5 ('Faulty Goods')

'For goods purchased online, by telephone or by mail order customers are entitled to a full refund if the goods or services they have ordered are not provided within 30 days.'

That's the OFT guidelines, which put the legislation into plain English.

the_lunatic_is_in_my_head

Crowqueen wrote: »

Lunatic: from http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained, section 5 ('Faulty Goods')

'For goods purchased online, by telephone or by mail order customers are entitled to a full refund if the goods or services they have ordered are not provided within 30 days.'

That's the OFT guidelines, which put the legislation into plain English.

OFT guidelines are interpretation rather than the written rule which can be subjective.

Whilst the OFT guidelines are a very solid base I only follow what's written on the legislation website.

As an aside a customer who hasn't bothered to reply to an email asking if they'd like the goods resent for free or refunded in full is extremely unlikely to take you to court at a later date for the cost of a deduction.

YoYoY

bartelbe wrote: »

I sold an old textbook on amazon, and I also put a return address on it. Now all seemed well, there was no complaint, no request for a refund. Then out of the blue a month later I get the book back with a Royal Mail failed delivery sticker. Explanation, item not called for. As far I understand it, this means the buyer didn't collect the item from the post office, when they couldn't post it (too big for letter box).

The question is, what do I do now? I posted it in good faith, and it isn't my fault the buyer failed to collect. I really don't want to offer a refund, it has been a month, and I think that is too long a period. neither do I want to pay to ship it again, because of either a royal mail or buyer screw up.

What do you think you should do?