Amazon a-z guarantee

MABLE

I require a bit of advise regarding an item I sold in Amazon. We sold a camera worth about £200 and when we listed it on Amazon we selected one of their stock pictures and thought it was the correct model.

The item was sold but last week received a very irate message from the buyer saying it was not the model he was expecting. On investigation he was right and asked him to return the item for a refund.

He then opened up a claim through Amazons A-Z.

I am now worried they will find in his favour and he then gets to keep the incorrect item and at the same time Amazon debit my credit card for the amount he paid us for it and ends up with the camera and his money back.

Any help appreciated.

RFW

MABLE wrote: »

We then opened up a claim through Amazons A-Z.

I'm assuming that means "He then opened..".
If so, you need to call Amazon and quickly. It is highly likely they will close in his favour and refund before return. A-Z cases don't stay open for long. Tell them you are concerned he won't return the item, they may well offer him a tracked return label.
Chances are you'll still be sweating awaiting a return.

MABLE

RFW wrote: »

I'm assuming that means "He then opened..".
If so, you need to call Amazon and quickly. It is highly likely they will close in his favour and refund before return. A-Z cases don't stay open for long. Tell them you are concerned he won't return the item, they may well offer him a tracked return label.
Chances are you'll still be sweating awaiting a return.

I have sent them a message in the claims area where everything regarding this case his documented. If however they do refund him
and the item is not returned I will certainly take it to the small claims court. Whether I succeed I do not know but hopefully Amazon will see it it from both sides and agree the item should be returned before refunding him.

RFW

MABLE wrote: »

Whether I succeed I do not know but hopefully Amazon will see it it from both sides and agree the item should be returned before refunding him.

Amazon often refund before a return. If it's an incorrect item then the law says that it should be done that way, or at the very least pay for the return postage or have item collected.

soolin

As RFW says it might well be worth going through Amazon, but letting the buyer know you will pick up the full costs of the return.

MABLE

soolin wrote: »

As RFW says it might well be worth going through Amazon, but letting the buyer know you will pick up the full costs of the return.

I have made this clear to Amazon I will obviously pay postage for the
return but cannot believe they will refund him knowing I may never see the item again.

soolin

MABLE wrote: »

I have made this clear to Amazon I will obviously pay postage for the
return but cannot believe they will refund him knowing I may never see the item again.

Amazon are quite strict about listing incorrectly against their catalogue, the only time I had an issue was with a book that was a hardback when I listed it but suddenly switched to a paperback a few months later and I hadn't realised (same ISBN). Amazon advice to me on that occasion (and this is at least 3 years ago) was to either send the money for return postage up front, or to tell buyer to keep book and they did warn me that there was a possibility that buyer would be refunded without return if I did neither. Luckily for me it was a low cost item so I could write it off, not something you can do with your camera.

MABLE

soolin wrote: »

Amazon are quite strict about listing incorrectly against their catalogue, the only time I had an issue was with a book that was a hardback when I listed it but suddenly switched to a paperback a few months later and I hadn't realised (same ISBN). Amazon advice to me on that occasion (and this is at least 3 years ago) was to either send the money for return postage up front, or to tell buyer to keep book and they did warn me that there was a possibility that buyer would be refunded without return if I did neither. Luckily for me it was a low cost item so I could write it off, not something you can do with your camera.

Unfortunately communications between myself and buyer have broken down and does not reply to my emails. No doubt he is awaiting outcome and will not return camera if they refund before hand.

As I have made this clear to Amazon I am willing to pay for the return postage would they make this known to the buyer. Also If Amazon
rule in his favour and refund without item being returned and he still refuses to send back is there anything I can do legally to reclaim it from him. Thanks,

soolin

You always have a recourse to legal means, no 'shop' or online presence can take away that right.

As a backup in case it goes that far, start collecting screen shots of everything and keeping a file in case you need it.

RFW

MABLE wrote: »

As I have made this clear to Amazon I am willing to pay for the return postage would they make this known to the buyer. Also If Amazon
rule in his favour and refund without item being returned and he still refuses to send back is there anything I can do legally to reclaim it from him. Thanks,

I think, if it was me, I'd send a prepaid envelope for the camera to be returned in. As for correspondence with the buyer he may not be seeing emails, ask Amazon customer service if there is a problem.

I'd keep in touch with customer service as much as possible, there is always the possibility that if it does go awry, Amazon would pay you out of their own coffers.

MABLE

RFW wrote: »

I think, if it was me, I'd send a prepaid envelope for the camera to be returned in. As for correspondence with the buyer he may not be seeing emails, ask Amazon customer service if there is a problem.

I'd keep in touch with customer service as much as possible, there is always the possibility that if it does go awry, Amazon would pay you out of their own coffers.

I have contacted Amazon and they are not aware of any problems with the email system. Also I have sent another email to buyer this am
requesting again the item is returned and offering to pay the return postage but as yet no response. I have also added this into my case file for Amazon to see I am making every effort.

I can't help feeling the buyer is waiting for the outcome from Amazon and perhaps hoping the buyer will get the refund and keep the camera.

Thats a great suggestion about sending the buyer a prepaid envelope but will wait to see what happens as he seems to be ignoring me completely at the moment.

If they find in the buyers favour and gets the refund and does not return the item to me I will definitely take legal action to get it back. After all it is not his property then to keep.