Problem with Amazon marketplace sale - new to this - confused....

quietheart

I sold an item and posted it immediately.
I have just had an email from the buyer saying they want a full refund as per amazons 30 day rule, they want full refund including the postage.
Is this right. Do I have to lose out financially just because they've changed their mind?
Wish I hadn't bothered now.

pinkgem

i had the same thing happen to me so i contacted amazon and they said it was up to me how i dealt with it

so i waited for the buyer to receive their item, they refused it so it was returned to me without them having to pay return postage

i told them i would refund less the postage charge and had all sorts of things quoted at me - DSR etc, i told them i was not a business so it did not apply. i was then threatened with small claims court over the £4.50 postage i refused to refund

i waited to receive the item back and then i did as i said and refunded less the postage charge as i had paid to send it to them and like you did not want to be out of pocket due to buyer changing their mind

they then left me 5/5 with glowing positive feedback!?! i left 1/5 and said they were the worst buyer i had EVER dealt with!

soolin

Has the buyer said that they have received the item and have changed their mind, or are they saying item has not arrived?

Basically though yes on Amazon in most seling categories a buyer is allowed to change their mind.

quietheart

soolin wrote: »

Has the buyer said that they have received the item and have changed their mind, or are they saying item has not arrived?

Basically though yes on Amazon in most seling categories a buyer is allowed to change their mind.

Buyer has just sent a formal email giving no reason just saying they wish to return the item for full refund including postage so I believe they have received it.
I found Amazon's rules confusing. Do I have to pay the postage? Both ways or one way? I'm ok about refunding but bit mad about the postage.
Thanks for your knowledge!

Swattie

From Amazon's help pages for sellers.
http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=502536

See sentence in red below. As you had dispatched the order there is nothing in the Amazon marketplace rules that states you have to offer a full refund. I think to offer a refund, less your costs, is more than reasonable - should you decide to do so - but given their attitude I would be inclined not to negotiate any further.


Cancelling Orders from Third-Party Sellers

We cannot assist you in cancelling any orders you have placed from Amazon Marketplace sellers (unless the order was Fulfilled by Amazon). Instead, please contact the seller directly and take note of the following:

• Some Marketplace sellers begin processing orders almost as soon as they are placed, so it's not possible to cancel or change a Marketplace order via our website.
• However, sellers can process refunds and may be able to make changes if they haven't yet dispatched your order, so please contact your seller if you want to change or cancel your order.
• Remember that Amazon.co.uk cannot cancel or change a Marketplace order on your behalf and we can't refund you for Marketplace purchases. If you e-mail us for these reasons, we'll ask you to contact your seller, by which time they may have already dispatched the item to you.

quietheart

Swattie wrote: »

From Amazon's help pages for sellers.
http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=502536

See sentence in red below. As you had dispatched the order there is nothing in the Amazon marketplace rules that states you have to offer a full refund. I think to offer a refund, less your costs, is more than reasonable - should you decide to do so - but given their attitude I would be inclined not to negotiate any further.


Cancelling Orders from Third-Party Sellers

We cannot assist you in cancelling any orders you have placed from Amazon Marketplace sellers (unless the order was Fulfilled by Amazon). Instead, please contact the seller directly and take note of the following:

• Some Marketplace sellers begin processing orders almost as soon as they are placed, so it's not possible to cancel or change a Marketplace order via our website.
• However, sellers can process refunds and may be able to make changes if they haven't yet dispatched your order, so please contact your seller if you want to change or cancel your order.
• Remember that Amazon.co.uk cannot cancel or change a Marketplace order on your behalf and we can't refund you for Marketplace purchases. If you e-mail us for these reasons, we'll ask you to contact your seller, by which time they may have already dispatched the item to you.

Thanks so much, that makes my position a lot clearer.
I will reply to them later today.
Thanks again!

soolin

cancelling an order though isn't the same as asking for a refund. Under marketplace rules a buyer can have a refund with no reason required.

quietheart

Another question, if I refund the customer through Amazon will they automatically refund their fees?
Wish I'd stuck with Ebay for this one!
Thanks again people

quietheart

soolin wrote: »

cancelling an order though isn't the same as asking for a refund. Under marketplace rules a buyer can have a refund with no reason required.

would this include a refund of the postage Soolin?
thanks

soolin

rovers wrote: »

would this include a refund of the postage Soolin?
thanks

I'm not 100% sure about that one, ask on the main Amazon thread as either rare_stuff or Apprentice Tycoon might be able to help.