Amazon marketplace

trukdiver

Has anybody had trouble getting the return postage refunded by an Amazon seller? I bought a laptop battery from a marketplace seller. It turned out to have a significantly lower design charge capacity than the OEM battery. in addition, its actual full charge was only 92% of its design capacity so I complained to the seller. The seller admitted it was faulty and asked me to return it using the cheapest method (ordinary 2nd class).

It never arrived, but they gave a refund after sending a photo of the postal receipt. However, they refuse to refund the return postage. I was under the impression that the seller was responsible for the return costs?

I was going to complain to Amazon but find that I can't, because the seller gave a "full refund". According to Amazon:

"Delivery and handling charges for returning unwanted, damaged or defective, or materially different items to a Seller's International return address, should be borne by the Seller. If a local return address cannot be provided, the Seller can provide a prepaid method of return delivery or refund the return delivery costs to the original payment method used to purchase the order."

So, who is correct? Amazon or the seller? Are overseas sellers not bound by UK consumer law?

LadyDee

Sadly, I think you are unlikely to get your postage charges back from your seller. Amazon may be prepared to offer a goodwill refund but, again, unlikely. and there's no way that overseas sellers can be bound by the consumer law of another country.

Even if it means paying just a little bit extra I always look for the "fulfilled by Amazon" to have the protection that gives.

GreatBeyond

Amazons A-Z Guarantee now covers return postage to an international address as far as I'm aware. Might be worthwhile getting in touch with Amazon Customer Services again.

If it's been returned to a UK address Amazon will not get involved.

macman

How can you think that a seller (presumably in China) is bound by UK consumer law-how could you enforce those laws?

trukdiver

macman wrote: »

How can you think that a seller (presumably in China) is bound by UK consumer law-how could you enforce those laws?

There was no mention on Amazon.co.uk that the seller was in China.

At first, they said they didn't refund postage. Then, a few emails later, they said they would refund if I sent them a photo of the return postal receipt, and asked me to send it by the cheapest method.

I sent it (to Scotland) by the cheapest method and waited for a refund. after a couple of weeks I contacted them. It seems like an odd coincidence that this is the only time a parcel of mine has been lost in the post.. They refunded after I emailed the receipt but refused to refund the postage. As I said, according to Amazon's rules, they are supposed to refund the postage but Amazon won't let me complain because the "seller made a full refund"..:rotfl:

GreatBeyond

trukdiver wrote: »

There was no mention on Amazon.co.uk that the seller was in China.

At first, they said they didn't refund postage. Then, a few emails later, they said they would refund if I sent them a photo of the return postal receipt, and asked me to send it by the cheapest method.

I sent it (to Scotland) by the cheapest method and waited for a refund. after a couple of weeks I contacted them. It seems like an odd coincidence that this is the only time a parcel of mine has been lost in the post.. They refunded after I emailed the receipt but refused to refund the postage. As I said, according to Amazon's rules, they are supposed to refund the postage but Amazon won't let me complain because the "seller made a full refund"..:rotfl:

You can certainly take it further with the seller if you feel it's worth your time. Just because it falls out with Amazons Claim system doesn't mean it has to end there.

trukdiver

GreatBeyond wrote: »

You can certainly take it further with the seller if you feel it's worth your time. Just because it falls out with Amazons Claim system doesn't mean it has to end there.

The problem is that it doesn't seem to be possible to complain to Amazon about a marketplace seller. If you contact Amazon and then list the item, it just redirects you to the marketplace seller! The seller has already reneged on their offer to refund the postage if I gave them a photo of the postal receipt. The fact that the item was "lost in the post" also make me doubt their honesty. If you can't complain to Amazon about a marketplace seller, what incentive is there for the seller to behave honourably?

GreatBeyond

trukdiver wrote: »

The problem is that it doesn't seem to be possible to complain to Amazon about a marketplace seller. If you contact Amazon and then list the item, it just redirects you to the marketplace seller! The seller has already reneged on their offer to refund the postage if I gave them a photo of the postal receipt. The fact that the item was "lost in the post" also make me doubt their honesty. If you can't complain to Amazon about a marketplace seller, what incentive is there for the seller to behave honourably?

Amazon will actively monitor sellers and customer services will pass on complaints about the actions of sellers but customer services are not involved with the selling side of Amazon, there is a separate department for anything related to sellers and any communication between Amazon and the seller will remain private.

The absolute majority of sellers do behave honorably and sellers can easily have their selling privileges revoked even just through poor customer feedback.

With regard to it redirecting you to the seller - it's because that's who is best contacting about the order as Amazon are limited in what they can do with orders that were sold by a seller.

If it actually is lost in the post the seller could also be doubting your honesty. It's annoying but things do get lost in the post at times.

wealdroam

Where is this seller based?
Is he in the UK?
If not, I suggest it is not worth any more effort in trying to recover what must be less than £10.