Amazon problem

princessmoneysaver

Wanted some advise about selling an item on Amazon.

Item sold Sat for £16 in postage, posted it off on Monday. Message from buyer today saying I have sent wrong item - which I haven't has it was the only one I have. They have said they want a refund. Messaged back explaing it's not the wrong one, messages between us establish this is true. Then I get a 'claim' on my account saying I need to refund within 7 days :mad: . I have responded to message asking Amazon to look into this. Do I need to refund straight away? I wouldn't mind if it was only a small amount but this doesn't seem right to me. It is a popular item & other sellers have it on for over £30.

Crowqueen

Buyers have much the upper hand on Amazon and can return for any reason or none. Amazon will usually back them up - they are a lot tougher than eBay and that keeps the site relatively safe, in my opinion.

Get the item back, pay postage and relist. Not worth trying to contest it much further because the buyer obviously isn't happy with it.

princessmoneysaver

Buyer has finally agreed to post item back but seemed to think I'd just be refunding without them having to return. They have said Amazon usually allow them to do this - surely that's not true?

Crowqueen

I don't know Amazon claims inside out - I sell there but haven't had any problems so far; Soo might be able to give a bit more insight. - but they are much stricter on both sides than on eBay, so if the buyer messes about too much and opens too many claims they will be booted very quickly.

Nevertheless, as a seller, you have to take this seriously. This is the Returns/Cancellations FAQ here.

princessmoneysaver

I would not have had a problem refunding once item was back with me but this buyers attitude suggests it's not the first time they have done this & I think they were just expecting me to just refund without asking questions/wanting item back.

soolin

princessmoneysaver wrote: »

I would not have had a problem refunding once item was back with me but this buyers attitude suggests it's not the first time they have done this & I think they were just expecting me to just refund without asking questions/wanting item back.

It is not unknown for Amazon to expect a selelr tor efund without getting the item returned- however, start off by asking buyer to return item on the basis you will refund as soon as you have it back.

If anything happens with regard to a refund before you get the item back, come back and ask for more help.

princessmoneysaver

Amazon have issued the refund now, buyer had agreed via Amazon messages to send item back to me tomorrow. I appealed the decision, Amazon looked at it but said the refund still stands as there is no need for buyer to return item :mad: I think it looks like I've lost my item now, and a bad mark on my account.

soolin

princessmoneysaver wrote: »

Amazon have issued the refund now, buyer had agreed via Amazon messages to send item back to me tomorrow. I appealed the decision, Amazon looked at it but said the refund still stands as there is no need for buyer to return item :mad: I think it looks like I've lost my item now, and a bad mark on my account.

Has the refund come from your account or has Amazon made it?

I have heard of this happening before, everytime someone moans abotu how much ebay favour sellers I wonder if they have ever sold on Amazon whwhere it is much more buyer centred

You can try keep appealing though, but only deal with the dedicated seller help by phone that has quite short offfice hours- don't try the main help number.

The strike though I always think is unfair- there is nothing you can do to prevent them and it isn't wiped off as it is on ebay if you refund voluntarily when item is returned.

princessmoneysaver

Do you know the number I need to call or where I can find this?

Amazon have issued the refund, I can see the order is refunded but so far it's not showing on my 'payments' page which is usually where it shows.

I had to refund a buyer a while ago as they wanted to cancel the order, on that occasion my payments page showed the refund.

princessmoneysaver

It was showing the option to cancel refund so I have done this, I am happy to refund once I've got item back which Amazon can see. I will be calling them tomorrow & hoping buyer does send item back like agreed.

Inigo_Montoya

Few months ago I had a similiar situation

Buyer was 'unhappy with the quality' of the item

having a reasonable understanding of Amazon rules I immediately asked them to return the item & told them I would refund them when I got it back

Buyer then opened an A-Z case instead

I provided Amazon the proof the buyer had received the item by recorded delivery & that I had offered a refund on return of the item

Amazon refunded the buyer but didnt charge me so buyer got his freebie & I still got paid

From what I have read apparently if he does it a lot they will close his account - whether he can just open another account or not i dont know (at least not with the same physical address or credit card hopefully)

If the buyer had actually returned the item things could have got a bit tricky as IIRC under Amazon rules you are allowed to charge a restocking fee if the buyer has unsealed a new item

So in theory i would have been within Amazons rules if I had not refunded the outgoing postage & had also charged a restocking fee on the price of the item itself

Obviously this would get you negative feedback so I guess one needs to weigh up how much you think you would 'pay' to get a postive instead