Amazon problem

Inigo_Montoya

That reply isnt very friendly, lol

I guess Amazon get a lot of sellers complaining about amazon forced AZ refunds so take a firm stance in email replies

The motto of the story is that you should always ask the buyer to return the item straight away even if they just 'changed their mind' & then refund yourself before an AZ is initiated

If you do the refund yourself you can then at least decide if you want to deduct outgoing postage costs & maybe even charge a restocking fee (if you can live with the negative feedback) - if you just deduct outgoing postage I guess its possible the buyer might not even realise their was a deduction

The buyer could still raise an AZ claim on any deductions but as the deductions are within Amazon rules you would have a good case as long as the buyer as admitted the item was as described

Being proactive with my returns policy worked well for me as Amazon funded the refund when I explained one had been offered but that I ever got the item back

renifer7

Inigo_Montoya wrote: »

If you do the refund yourself you can then at least decide if you want to deduct outgoing postage costs & maybe even charge a restocking fee (if you can live with the negative feedback)

The buyer would then not only leave neg feedback but they'd probably complain to Amazon again which wouldn't really help I'm not sure you're allowed to charge restocking anyway

Inigo_Montoya

Yes the buyer would probably complain (raise an AZ claim) to amazon about any deductions & I said this in my last post

I also said as long as the buyer has admitted the item was as described then the seller has a good case in the event of such a claim because restocking fees are allowed under amazon rules

http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=3149431

The returns policy is fairly complex but note the statement :

Amazon Marketplace sellers are required to accept returns even if the merchandise was exactly as described.

princessmoneysaver

Inigo_Montoya wrote: »

That reply isnt very friendly, lol

I guess Amazon get a lot of sellers complaining about amazon forced AZ refunds so take a firm stance in email replies

The motto of the story is that you should always ask the buyer to return the item straight away even if they just 'changed their mind' & then refund yourself before an AZ is initiated

If you do the refund yourself you can then at least decide if you want to deduct outgoing postage costs & maybe even charge a restocking fee (if you can live with the negative feedback) - if you just deduct outgoing postage I guess its possible the buyer might not even realise their was a deduction

The buyer could still raise an AZ claim on any deductions but as the deductions are within Amazon rules you would have a good case as long as the buyer as admitted the item was as described

Being proactive with my returns policy worked well for me as Amazon funded the refund when I explained one had been offered but that I ever got the item back

I got an A-Z claim on my account within minutes of asking for item to be returned to me, the same day the buyer got the item in the post - so don't understand your 'motto'?????

Inigo_Montoya

OK my misunderstanding - sorry

When I read your first post it sounded like you initially did not offer a refund on return because you sent him the right non-faulty item (which on ebay at least would be acceptable seller behaviour) - I misunderstood this as being the cause of the AZ claim

*In general* then, all I am trying to say is that its best to try to do what you can to convince the buyer not to initiate an AZ claim before they have returned the item & you have done your own refund as it potentially at least gives you some control over how much is refunded i.e. doing your own refund allows you to make deductions as long as they are within Amazons refund rules

In your case it sounds like you got someone who knows his way around Amazons claims system (possibly another seller ?) & was always going to start a claim immediately no matter what you did - theres nothing much you can do when you encounter this sort of buyer

princessmoneysaver

I always offer a refund on any item, regardless what the buyers 'problem' is. I asked buyer to return item & then had claim put on account & message from buyer saying Amazon usually allow a refund without having to return item.

Inigo_Montoya

OK I understand now - i agree it does sound very fishy & maybe the buyer was after a freebie because he successfully got one before - at least hes returned the item to you probably as he thought the game was up when Amazon told him he had to return it

princessmoneysaver

Amazon said buyer DIDN'T have to return item, luckily they have done but that is what was worrying me. I agree I think they were after a freebie.