Help - Amazon marketplace buyer ordered wrong item and wants full refund (incl costs)

Swattie

I sold a brand new Lexmark printer cartridge - accurately described and with photo to someone.

After it had been delivered, they emailed back to say that they had an Epson printer and had ordered the wrong cartridge and wanted to return it for a full refund.

I responded saying I'd be happy to do that, but they would need to enclose the cost of P&P (at cost - about £1.20) when they returned the item and I could issue a ful refund (on Amazon if you issue a partial refund they keep the fees - if you issue a full refund the fees are cancelled). I thought that was fair as the item wasnt faulty - it was buyer error.

They then complained to Amazon AtoZ guarantee saying I had sent the wrong item and that I hadn't replied to '3' emails. I sent copies of the email, my response, and transaction details to Amazon and haven't heard anything.

I then resent my original email (and tracked it this time) it was received.

The buyer has now returned the item to me, but hasn't included the postage costs.

I'm reluctant to issue a full refund as it's not fair that I should be out of pocket. If I only issue a partial refund (and keep my costs) Amazon will keep their fees and the buyer will be out around £4.50. I also run the risk of negative feedback.

Any suggestions as to what I should do ?

Thanks

Tojo_Ralph

Swattie wrote:

They then complained to Amazon AtoZ guarantee saying I had sent the wrong item and that I hadn't replied to '3' emails.

I know nothing about Amazon, however, I do know about buying and selling and dealing with r-soles and as I see it, their actions above warrant them not getting a refund at all!! :mad: That said, as you now have the item, I'd refund partially less ALL costs, (I don't know if thats possible) , postage, fees, etc, every last penny. :cool:

squeaky

Swattie wrote:

I sold a brand new Lexmark printer cartridge - accurately described and with photo to someone.

After it had been delivered, they emailed back to say that they had an Epson printer and had ordered the wrong cartridge and wanted to return it for a full refund.
Thanks

It's their fault. They made the error. I've never sold, but as a buyer (well we all are) if I'd made such a blunder I would indeed ask (depending here on your good will and kindness) if I could possibly return it. I would also accept that since it was MY mistake I'd have to cover all postage and packing costs etc.

If this person is being such a pain... I'd just tell them tough. Caveat emptor. Invite them either to stick their head somewhere dark and smelly... or whatever you like

bleugh

personally i'd say 'stuff them'

hold the cart ransom till they send postage!, OR, just send back the amount, LESS THE POSTAGE, and a restocking fee (15% is reasonable)

under any distance selling act, the purchaser is responsible for postage costs, etc

does amazon allow comments on feedback?, if so, make some comments aboutr the guy, and bad feedback him!

you're prolly guarenteed bad feedback anyway, so why loose money over it?

katiepops_2

I seem to remember being told by someone that under the distance selling regulations you can't charge a restocking fee.

Otherwise I'd agree with a partial refund - minus the postage charges and your Amazon fees.

Lillibet_2

I sell on Amazon and have had a couple of buyer mistakes to deal with. Under the circumstances I would issue a partial refund. In my expereince most people don't even know there is a feedback section on Amazon, far less actually take any notice of it but I would be tempted to leave a middling feedback for the buyer regardless for wasting my time.

Swattie

Thanks for all your suggestions

pug_in_a_bed

Lillibet wrote:

I sell on Amazon and have had a couple of buyer mistakes to deal with. Under the circumstances I would issue a partial refund. In my expereince most people don't even know there is a feedback section on Amazon, far less actually take any notice of it but I would be tempted to leave a middling feedback for the buyer regardless for wasting my time.

good point, most people just look at the feedback star rating, rarely, in my experience, go and look at the comments. just make sure you leave something for them - be brave!