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Amazon Dialog
neopob
Posts: 5 Forumite
Hi,
Sorry i know you shouldn't post long dialogues, buy i thought you may find this particular conversation amusing, I know i did
. This was an intended gift to my father!.
You are now connected to Shashi from Amazon.co.uk.
Me:While trying to File Claim i can only select 1 option
Shashi:Hello, my name is Shashi, I will be glad to assist you with this.
Could you please let me know your order number?
Me:026-8080659-416
Shashi:Thanks for confirming.
Could you please let me know the reason as to why the claim is being filed so that I can assist you better.
Me:I was informed when the order was placed it would be received on the 28th
I have written to them on 2 occasions and need the item by tomorrow
I do not see the intended recipient until next year
so there is no point in accepting it after today
Shashi:I do understand your concern and I am sorry to hear that your order has not been delivered.
Me:lol
Shashi:However, the order informs that the order was supposed to be delivered between January 02, 2013 - January 07, 2013.
In this case, We'll need to wait until January 11, 2012 in order to file a claim as it is not delivered.
Me:my concern is under the distance selling laws i have not recieved the item, and therfore have not accepted delivery, i can and do want a full refund as i do not want the item. It has been less than 7 days and i therefore cancel my contract
refund me in full as when i placed the order, on the page, it stated estimated delivery date 28/12/12
Shashi:I see that the order was placed on DEcember 27, 2012 at 19:30 Hours.
Me:yes but on the page i placed the order it stated next day delivery i.e. 28
Shashi:I also see that the delivery date has not been changed since the order was placed.
Me:That is what i read and my wife was next to me at the time
Anyway by and by i can still cancel within 7 working days
Shashi:Could you please confirm the name of the item?
Me:yet you seem to be refusing me my rights under the distance selling act
Shashi:If you wish to cancel your order, you'll need to contact the seller for the cancellation.
Me:Paladone !!!!/Face Novelty Bath Soap
Shashi:As the order has been placed from the seller.
Me:no you are the third party i ordered through, therefore the legal seller
i ordered with your gift voucher i recieved for christmas
so you see the dilema
Shashi:Since the order has been placed from Amazon.co.uk we do cover the cost of the item under our A-Z guarantee claim.
Me:which i cannot claim through atm
as i cannot select the correct claim
Shashi:However, as the date mentioned on the order has not yet been over we'll need to wait until January 11, 2013 in order to file the claim.
Me:Then that exceeds my 7 day cancellation rights under the distance selling laws
Shashi:As you have placed the order from the seller the seller will be the once to cancel or provide you further information on the order.
Me:No as i bought the item through you on your website
you are legally obliged to refund me
Shashi:You may check the information in our account.
You have placed the order from the seller 'Express Essentials' on our Marketplace platform.
Me:so you have refunded me under my 7 day cancellation period
Shashi:I'm sorry but we cannot issue refunds for Market place orders as our system does not allow us to do so.
Me:So this is your Market Place yet you accept no responsability for it?
Shashi:The seller would be able to help you further with the refund.
Me:How are they going to refund my amazon credit?
Shashi:They'll need to initiate the refund and we'll further process it.
The request need to be from the seller to our seller support.
Me:But in the meantime, i have mailed them twice through your portal and recieved no reply
my 7 days is nearly up
and they are not replying
Shashi:Please be informed that the order is covered under our A-Z guarantee claim.
Hence if you do not receive a satisfactory reply from the seller you may file a claim for a full reimbursement of the order's cost.
Me:But i do not wish to claim through that, as that will affect my rights to claim again, 5 times in a life it states, i wish to claim back through the 7 days distance selling
You are not helping me fulfil the online distance selling agreement i entered into
How can i claim under a law your not willing to enforce
you suddenly claim no intervention as its on your Market Place, yet your willing to refund me if i can enter a dialog with the seller
Meanwhile the clocks ticking on my rights to claim
Shashi:Could you hold for two minutes while I check this for you?
Me:np
Shashi:In line with our Participation Agreement, all Sellers on Amazon.co.uk Marketplace agree that it’s their responsibility from the sale of goods and services by the seller to the buyer.
You may check our participation agreement by clicking the below lin:
http:// www. amazon. co.uk/gp/help/customer/display.html?nodeId=321678
Me:I have read this, and can you point to the part where it says not being able to contact the seller
and the part about third party transaction refunds using Amazon credit?
Shashi:Sorry I couldn’t have been of more help with this situation.
Me:So there is no resolve
Can i escalate this case higher, in which case can i have contact details pls?
If not i will have to resolve this through intermediate third parties i am sorry to say
5.1 Sellers must dispatch items sold within two Business Days once the order confirmation is made available to them.
I am fully aware of the backlogs at christmas with regard to deliveries, but it does not take that long to deliver 1 bar of soap
Shashi:I do understand your concern that you no longer want the order but please be noted that third party sellers also list the items on our website and please be noted that the order can only be canceled by the seller.
Me:No the order can be cancelled by the buyer under the distance selling laws 2000 within 7 working days for no reason
Shashi:In this case, I will also contact the seller on your behalf and request the seller to cancel the order.
Me:You are not letting me cancel, and they are not either
Shashi:As mentioned earlier, I will request the seller to cancel the order and please be assured that the order will be canceled.
Me:you want me to wait until my rights have been nulified in order to comply to your cancelation proceedures
Shashi:I see that the seller has already dispatched the item.
Me:lol
yes 2 days ago now
so where is it
Shashi:In this case, we would request you to return the order to the seller if you have received the order.
Me:if you read my letters i dont care where it is as long as i know where to get it from i.e neighbours etc.
Shashi:Please be assured that you will receive the refund for the order as soon as the order has been returned to the seller.
Me:I am not accepting the order now
so therefore i will never recieve it
Shashi:Please be noted that the item is in transit and we would request you to return the item to the seller which is the only possible solution.
Me:that is my right, so the onous is on the seller to recieve there goods back as i am not paying to return goods that are not delivered to my satisfaction
Shashi:If you have not received the order by January 11, 2012 you can file a claim for the order and you will receive the refund for the order as soon as the claim has been investigated.
Please be assured that Amazon takes responsibility regarding the cancellation of the order as you no longer want the item.
Me:Ok and will this affect my rights under your A-Z claims?
Shashi:We would have issued a refund to the order if the order has been placed with Amazon dorectly.
Please be noted that if the claim is successful, you A-Z guarantee rights will not be affected.
Me:So your not willing to accept responsibility even though it was placed through you in the form of your currency the gift voucher i recieved?
Shashi:Please be assured that you will receive the refund for the order as soon as the claim has been submitted on January 11, 2012 if you have not received the order by then.
As mentioned earlier, our system is not configured to cancel the marketplace orders as it has to be done by the seller as the seller is the one who will be dispatching the item to you.
Me:Should have guessed the answer as in this day and age no one accepts responsabilty for anything unless they are tied down with a gun to their head
ty for your time Shashi, looks like i will have to dig a bit more about my rights on this matter. Have a nice weekend
Shashi:My apologies again for this situation, I sincerely hope that you will give us another chance to prove the quality of our service to you.
I would like to express my gratitude for the patience you've displayed thus far.
I’ll take this as a suggestion and pass it on to the concerned department for further improvements. We value your feedback.
Thank you for visiting Amazon Chat. We look forward to seeing you again soon.
Please click "End Chat" to close this window.
I was probably not 100% correct in my answers but i was just trying to get a quick resolution to my particular predicament and was put on the spot!. I am therefore not sure about my legal rights as to distance selling in this case as i cannot seem to find answers to payment through Amazon credit. Although i hope i am right in not accepting the goods. I believe i have an entitlement to refuse them, and that returning a bar of soap to the seller will probably cost me more than its worth!.
Thanks for your time:)
Sorry i know you shouldn't post long dialogues, buy i thought you may find this particular conversation amusing, I know i did
. This was an intended gift to my father!.You are now connected to Shashi from Amazon.co.uk.
Me:While trying to File Claim i can only select 1 option
Shashi:Hello, my name is Shashi, I will be glad to assist you with this.
Could you please let me know your order number?
Me:026-8080659-416
Shashi:Thanks for confirming.
Could you please let me know the reason as to why the claim is being filed so that I can assist you better.
Me:I was informed when the order was placed it would be received on the 28th
I have written to them on 2 occasions and need the item by tomorrow
I do not see the intended recipient until next year
so there is no point in accepting it after today
Shashi:I do understand your concern and I am sorry to hear that your order has not been delivered.
Me:lol
Shashi:However, the order informs that the order was supposed to be delivered between January 02, 2013 - January 07, 2013.
In this case, We'll need to wait until January 11, 2012 in order to file a claim as it is not delivered.
Me:my concern is under the distance selling laws i have not recieved the item, and therfore have not accepted delivery, i can and do want a full refund as i do not want the item. It has been less than 7 days and i therefore cancel my contract
refund me in full as when i placed the order, on the page, it stated estimated delivery date 28/12/12
Shashi:I see that the order was placed on DEcember 27, 2012 at 19:30 Hours.
Me:yes but on the page i placed the order it stated next day delivery i.e. 28
Shashi:I also see that the delivery date has not been changed since the order was placed.
Me:That is what i read and my wife was next to me at the time
Anyway by and by i can still cancel within 7 working days
Shashi:Could you please confirm the name of the item?
Me:yet you seem to be refusing me my rights under the distance selling act
Shashi:If you wish to cancel your order, you'll need to contact the seller for the cancellation.
Me:Paladone !!!!/Face Novelty Bath Soap
Shashi:As the order has been placed from the seller.
Me:no you are the third party i ordered through, therefore the legal seller
i ordered with your gift voucher i recieved for christmas
so you see the dilema
Shashi:Since the order has been placed from Amazon.co.uk we do cover the cost of the item under our A-Z guarantee claim.
Me:which i cannot claim through atm
as i cannot select the correct claim
Shashi:However, as the date mentioned on the order has not yet been over we'll need to wait until January 11, 2013 in order to file the claim.
Me:Then that exceeds my 7 day cancellation rights under the distance selling laws
Shashi:As you have placed the order from the seller the seller will be the once to cancel or provide you further information on the order.
Me:No as i bought the item through you on your website
you are legally obliged to refund me
Shashi:You may check the information in our account.
You have placed the order from the seller 'Express Essentials' on our Marketplace platform.
Me:so you have refunded me under my 7 day cancellation period
Shashi:I'm sorry but we cannot issue refunds for Market place orders as our system does not allow us to do so.
Me:So this is your Market Place yet you accept no responsability for it?
Shashi:The seller would be able to help you further with the refund.
Me:How are they going to refund my amazon credit?
Shashi:They'll need to initiate the refund and we'll further process it.
The request need to be from the seller to our seller support.
Me:But in the meantime, i have mailed them twice through your portal and recieved no reply
my 7 days is nearly up
and they are not replying
Shashi:Please be informed that the order is covered under our A-Z guarantee claim.
Hence if you do not receive a satisfactory reply from the seller you may file a claim for a full reimbursement of the order's cost.
Me:But i do not wish to claim through that, as that will affect my rights to claim again, 5 times in a life it states, i wish to claim back through the 7 days distance selling
You are not helping me fulfil the online distance selling agreement i entered into
How can i claim under a law your not willing to enforce
you suddenly claim no intervention as its on your Market Place, yet your willing to refund me if i can enter a dialog with the seller
Meanwhile the clocks ticking on my rights to claim
Shashi:Could you hold for two minutes while I check this for you?
Me:np
Shashi:In line with our Participation Agreement, all Sellers on Amazon.co.uk Marketplace agree that it’s their responsibility from the sale of goods and services by the seller to the buyer.
You may check our participation agreement by clicking the below lin:
http:// www. amazon. co.uk/gp/help/customer/display.html?nodeId=321678
Me:I have read this, and can you point to the part where it says not being able to contact the seller
and the part about third party transaction refunds using Amazon credit?
Shashi:Sorry I couldn’t have been of more help with this situation.
Me:So there is no resolve
Can i escalate this case higher, in which case can i have contact details pls?
If not i will have to resolve this through intermediate third parties i am sorry to say
5.1 Sellers must dispatch items sold within two Business Days once the order confirmation is made available to them.
I am fully aware of the backlogs at christmas with regard to deliveries, but it does not take that long to deliver 1 bar of soap
Shashi:I do understand your concern that you no longer want the order but please be noted that third party sellers also list the items on our website and please be noted that the order can only be canceled by the seller.
Me:No the order can be cancelled by the buyer under the distance selling laws 2000 within 7 working days for no reason
Shashi:In this case, I will also contact the seller on your behalf and request the seller to cancel the order.
Me:You are not letting me cancel, and they are not either
Shashi:As mentioned earlier, I will request the seller to cancel the order and please be assured that the order will be canceled.
Me:you want me to wait until my rights have been nulified in order to comply to your cancelation proceedures
Shashi:I see that the seller has already dispatched the item.
Me:lol
yes 2 days ago now
so where is it
Shashi:In this case, we would request you to return the order to the seller if you have received the order.
Me:if you read my letters i dont care where it is as long as i know where to get it from i.e neighbours etc.
Shashi:Please be assured that you will receive the refund for the order as soon as the order has been returned to the seller.
Me:I am not accepting the order now
so therefore i will never recieve it
Shashi:Please be noted that the item is in transit and we would request you to return the item to the seller which is the only possible solution.
Me:that is my right, so the onous is on the seller to recieve there goods back as i am not paying to return goods that are not delivered to my satisfaction
Shashi:If you have not received the order by January 11, 2012 you can file a claim for the order and you will receive the refund for the order as soon as the claim has been investigated.
Please be assured that Amazon takes responsibility regarding the cancellation of the order as you no longer want the item.
Me:Ok and will this affect my rights under your A-Z claims?
Shashi:We would have issued a refund to the order if the order has been placed with Amazon dorectly.
Please be noted that if the claim is successful, you A-Z guarantee rights will not be affected.
Me:So your not willing to accept responsibility even though it was placed through you in the form of your currency the gift voucher i recieved?
Shashi:Please be assured that you will receive the refund for the order as soon as the claim has been submitted on January 11, 2012 if you have not received the order by then.
As mentioned earlier, our system is not configured to cancel the marketplace orders as it has to be done by the seller as the seller is the one who will be dispatching the item to you.
Me:Should have guessed the answer as in this day and age no one accepts responsabilty for anything unless they are tied down with a gun to their head
ty for your time Shashi, looks like i will have to dig a bit more about my rights on this matter. Have a nice weekend
Shashi:My apologies again for this situation, I sincerely hope that you will give us another chance to prove the quality of our service to you.
I would like to express my gratitude for the patience you've displayed thus far.
I’ll take this as a suggestion and pass it on to the concerned department for further improvements. We value your feedback.
Thank you for visiting Amazon Chat. We look forward to seeing you again soon.
Please click "End Chat" to close this window.
I was probably not 100% correct in my answers but i was just trying to get a quick resolution to my particular predicament and was put on the spot!. I am therefore not sure about my legal rights as to distance selling in this case as i cannot seem to find answers to payment through Amazon credit. Although i hope i am right in not accepting the goods. I believe i have an entitlement to refuse them, and that returning a bar of soap to the seller will probably cost me more than its worth!.
Thanks for your time:)
0
Comments
-
Amazon didn't sell this item, so although they have some obligations (which they fulfil well in my view) you would need to cancel the order with the seller.0
-
The 7 days to return an item bought online (or over phone etc) starts the day AFTER your item is DELIVERED - not ordered. Wait till it shows - if you don't want it then claim refund back via the DSR then.0
-
You seriously need to brush up on your DSR's. Your 7 days beliefs are miles off.
Are you saying that you paid for next day delivery or do you qualify for next day delivery through prime?
I am not aware of Marketplace sellers providing a delivery commitment on checkout - in fact on doing a dummy order it offers me a number of days for delivery. Not a fixed date delivery.
p.s. if you replied with 'lol' when I was trying to assist you I would be less than helpful towards you.0 -
You misunderstood the postage arrangements. The item you ordered was available direct from Amazon, in which case you could have opted for Prime/ next day delivery, but you ordered from a marketplace seller instead.
Which seller did you buy from, and how much did you pay for postage?
(I also agree with visidigi - the way you spoke to the operator was not polite.)0 -
Yes you are probably correct, it was not wise of me to reply with lol, yet it was a spur of the moment thing as i found the standard reply she gave amusing and expected. It probably doesnt help on my part that my wife is awaiting late delivery of 2 items atm from amazon, and we are not happy with their service which may have swayed my answers slightly toward the light hearted replies given to the expected standard retort of the lady helper.p.s. if you replied with 'lol' when I was trying to assist you I would be less than helpful towards you.
The item was £5 so am i expected to accept the item and then pay for the return postage?. If so this leaves me with little choice but to keep it as the postage will probably amount to half the price at the least.You misunderstood the postage arrangements. The item you ordered was available direct from Amazon, in which case you could have opted for Prime/ next day delivery, but you ordered from a marketplace seller instead.You seriously need to brush up on your DSR's. Your 7 days beliefs are miles off
I probably have not understood the 7 day statement thank you for bringing this to my attention, but then if this person were employed by me, i would expect them to know more on this matter.0 -
You can simply refuse delivery, no need to pay for the return postage that way.
You don't say who the seller is?
The operator has done nothing wrong here. I think she was very calm given your antagonistic approach.0 -
Out of interest, how did you expect to cancel and not need to return if you knew the item had already been shipped?
Refuse delivery and let the seller know this is your intention is the best way to go.0 -
You misunderstood the postage arrangements. The item you ordered was available direct from Amazon, in which case you could have opted for Prime/ next day delivery, but you ordered from a marketplace seller instead.
It is possible to order from an Amazon seller and still get Prime next day delivery provided that the item is shown as "Fulfilled by Amazon"
This is an item I purchased late last year and although it is showing as being sold by elevenfirst and not directly by Amazon, it still has Prime as an option.
Items Ordered Price 1 of: TP-Link TL-WN822N 300MBPS High Gain Wireless N USB Adapter[Accessory]
Condition: New
Sold by: elevenfirst (seller profile)
£15.70
Amazon Prime: One-Day Delivery is free0 -
I probably have not understood the 7 day statement thank you for bringing this to my attention, but then if this person were employed by me, i would expect them to know more on this matter.
She did know more on the matter :P She knew you have no DSR rights with amazon as your contract is with a another party, which is more than you knew
Its no different to buying something off ebay. You dont enter into a contract with ebay themselves, you enter into a contract with a seller who happens to advertise on ebay.
Even under DSRs they have 30 days to refund your money, they do not need to issue an immediate refund.You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0 -
shaun_from_Africa wrote: »It is possible to order from an Amazon seller and still get Prime next day delivery provided that the item is shown as "Fulfilled by Amazon"
This is an item I purchased late last year and although it is showing as being sold by elevenfirst and not directly by Amazon, it still has Prime as an option.
Items Ordered Price 1 of: TP-Link TL-WN822N 300MBPS High Gain Wireless N USB Adapter[Accessory]
Condition: New
Sold by: elevenfirst (seller profile)
£15.70
Amazon Prime: One-Day Delivery is free
Yes, but they do not come under the marketplace seller rules - Amazon handle everything to do with such orders, including the returns.0
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