customer wants to cancel dispatched Amazon marketplace order

Grando101

I sold an unwanted DVD on Amazon Marketplace yesterday morning and promptly dispatched it last night. This morning I have received an email from the customer saying please cancel this order and do not charge my card. I emailed back saying that as I had posted it this wouldn't be possible. Thing is I'm a bit suspicious since the DVD in question has now come on Amazon from a different seller about £3 cheaper and I wonder if they want to buy the cheaper copy. Normally I would have told the customer that they could have a refund (less postage) if they returned the item to me (in this in its sealed condition). However, I don't really feel inclined to in this instance, though I wouldn't want to lose my 100% feedback or have the customer subsequently claim that the item never arrived. What should I do? What is the official policy regarding returns.
Thanks!

yeslek

items shouldnt be dispatched until payment has cleared so explain this to the seller.

say sorry but its already on its way.

pulliptears

I always make clear on DVD/CD sales that all sales are final. Otherwise your buyer will recieve his DVD run himself a copy and return it for a refund.

jo_b_2

pulliptears wrote: »

I always make clear on DVD/CD sales that all sales are final. Otherwise your buyer will recieve his DVD run himself a copy and return it for a refund.

Unfortunately, that contradicts the returns policy on Amazon Marketplace. The buyer is entitled to a full refund and could file an A_Z claim against you if you don't provide a refund:

See HERE

This outlines the returns policy. The buyer only has a week to return it and has to pay the return postage costs. The buyer is entitled to a refund for any reason though according to THIS on the Marketplace sellers' guidelines

pulliptears

I didnt realise that, I dont use Amazon but I think that probably leaves it wide open for unscrupulous buyers!

soolin

pulliptears wrote: »

I didnt realise that, I dont use Amazon but I think that probably leaves it wide open for unscrupulous buyers!

Unfortunately yes it does and I am careful what lines I offer on Amazon because of it. I have had two problems so far, one of them was a switched PS2 game, I sent mine out in a very good condition, buyer asked for a refund immediately she got it as she had wanted a new one (I hate it when they don't read) and I got back a badly damaged copy I had to dump as I wasn't even sure it was 'acceptable'.

pulliptears

Soolin thats terrible! Ive made a mental note never to sell CD/DVD's on there then! I guess the only way of covering yourself with the "switch" is UV marker, but this sill wont weed out the copiers.

Grando101

"Unfortunately, that contradicts the returns policy on Amazon Marketplace. The buyer is entitled to a full refund and could file an A_Z claim against you if you don't provide a refund:"

In my case here this was a sealed DVD, so I guess she hasn't got any grounds on it's not the condition she wanted (unless she was expecting a grotty old copy).

"If you receive an item different to what was described, or that is clearly in worse condition than indicated, please contact your seller and tell them what the problem is. You should be able to reach an amicable agreement with one another. If necessary, you can return the item to the seller for a refund. They will provide you with a return address."

What happens if they do file a claim though? I know buyers are limited to 5 such claims, but do they count against the seller or does Amazon just absorb these presumably small-fry costs? I think it's a good idea to specify no returns on CDs etc though - is there anywhere you can state this in relation to your listings (other than on the item listing which might look a bit off-puting)?

iieee

Could you tell them not to open it when it arrives, but just mark it 'return to sender' so it comes back to you?

soolin

Edparnell...the items don't have to be faulty for the A-Z to apply on Amazon, it can purely be a change of mind and the seller is obliged to refund. That's the difference between ebay and Amazon.

rare_stuff

As soolin states, they don't need a reason to cancel, by selling on amazon you agree to be abide by Distance Selling Regulations which give buyers upto 7days to simply change their mind.
Amazon is a bit vaguer about refunding P&P though if you choose not to refund this you do leave yourself open to negative feedback. Best to explain politely to the buyer that we will have to return the item with seal still intact to receive a refund, and depending on how they reply and how fast they return to decide on whether you give a full refund or charge a 're-stocking fee'.