Will I have to refund - returned item not received?

Chippie86

Where do I stand – Amazon seller.


I sent an item to a buyer who claims that the item is defective as part of the item is missing, as a result it does not work properly. Then sent a returns request and listed the reason, and I accepted.


I was then contacted by the buyer not long after and they enquired as to whether I have received the returned package. Unfortunately I haven’t, so I replied and said no, unfortunately not. I asked them if the item was tracked, and they replied that it was not. They said they just followed the returns instructions by affixing the returns label and applying the appropriate postage as stated.


If this item does not arrive, will I be forced to refund the buyer? I ask as they have claimed that the item was damaged and that it would not have been necessary to return it if only it had arrived in a sound condition. They also say that they have followed the returns instructions, which was to affix the label and the correct postage. They have also taken picture of the item, not sure if that makes a difference.



Any information would help,

unholyangel

What was the value of the goods? Did they get proof of posting? Are you a business?

unholyangel

To ensure the safe return of the merchandise, items valued over GBP 50.00 should be returned to the Seller using a trackable delivery service. If the order is valued at GBP 100.00 or more, we recommend you insure your return for the value of the product and use a signature required delivery service.

Amazon.co.uk strives to maintain a Marketplace that is fair to both buyers and Sellers. Sending the return via a trackable delivery method protects you in the event a Seller doesn't receive an item. If a parcel doesn't arrive, we can implement an A-to-z Safe Buying Guarantee claim. If you don't use a trackable method to return your item and the Seller doesn't provide a refund to you, we may not be able to cover you under the Guarantee.

http://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_3149101_top_ref?nodeId=1161010


However if you're a business, technically you're supposed to refund and then chase them for breach of care (statutory duty). In practice, many retailers simply refuse to refund.

bod1467

Chippie86 wrote: »

They said they just followed the returns instructions

Which returns instructions? Yours or Amazon's (as indicated above)?

nomoneytoday

If they have proof of postage, they can put in a claim to the Royal Mail for up to (IIRC) about £40