Amazon Marketplace: How do I solve this problem?

j194s

I've recently started selling on Amazon Marketplace. It's all been going well, but I've just encountered my first problem.

I've just received the following email from my buyer:

'I receive the above dvd in the post today. But the post office have put a
screw driver through the dvd & ruined it, probably as a security measure.

How do I get new dvd please.'

I've emailed saying that I cannot provide him with a new DVD as that was the only one, but that I'll look into what I can do for him.

Could someone please advise me as to what my obligations as a seller are? I think in this situation I should offer a refund, but what should the buyer do before I'm entitled to it? I've read the Amazon Marketplace guidelines for this but I do not understand them. Should the buyer return the item to me at the their own expense? After I've received the item do I claim for the damaged item through the Post Office (I've got proof of postage).

All in all, I'd be very grateful for any help you all can offer me

P.S. The item is only worth a couple of pounds and was sent using Second Class Standard Delivery.

Cute_'n'_Quirky

If the buyer thinks that the Royal Mail are to blame for the damage he needs to claim from the Royal Mail - it isn't your fault nor your responsibility

mishkanorman

It is your responsibility, I would ask him to re-package the item, and return it to you, upon receipt he will receive a full refund. Apologise till you feel silly

However, hello ?? since when do royal mail start sticking screw drivers through peoples post ??? Have you checked his feedback as a buyer thoroughly (its not obvious at first) This sounds like someone hoping to get a cheap DVD even cheaper.

IMHO I would call his bluff and insist on a return, as per Amazon policy. If the item arrives back to you in the state he described then complain like merry hell to royal mail.

HTH

mishka

custardy

ROFL yes on your 1st day you are given an RM spec screwdriver :rolleyes:
ask the buyer to return including all packaging.

Mozette

Definitely ask for it to be returned. WHAT security reason entails sticking a screwdriver through a DVD??? It think your buyer is talking Rollocks, or something like that... Sounds like a try on...

j194s

Yes, I was rather dubious about the screwdriver as well :rolleyes:

As advised, I've sent back an email saying that he is entitled to a refund if he returns if with all the packaging. Thanks for all your help :T

However, what should I do if he just gets grumpy and moans at me further? If he claims through A-Z refunds does that affect my reputation?

mishkanorman

Yes an a-z claim may well go in his favour and you can only get so many before amazon investigate your account. More importantly he can only make 3 on his account so it wont be worth his time if he is scamming.

If he moans just apologise and state its as per Amazon policy and whilst you can sympathise your hands are tied.

I really feel you have been targeted as you are a new seller, so make sure whatever the outcome you leave this buyer appropriate feedback, something that includes ,

" had an unfortunate problem with royal mail damaging their dvd,

So its clear for us other sellers what their scam is .


Mishka

PS if this is genuine i apologise in advance to the buyer

Hintza

Ach well at least yours is only a DVD, I got a scanner back from a buyer unboxed and with a big boot through it.

Get is back and decide from there. But in all honesty if your a new seller you really could do without a neg.

As for another comment on here...who leaves buyers feedback on Amazon (unless of course to neg them), I never do as its pointless.

ormus

just how did mr columbo know it was a screwdriver?
did the royal mail put a polite note inside the package?
ive never heard anything so bloody daft.

rare_stuff

Hintza wrote: »

As for another comment on here...who leaves buyers feedback on Amazon (unless of course to neg them), I never do as its pointless.

Am sure there is a posh grammatical word to describe that statement. Something like if no one else does, why should I?

Well, I do make an attempt to leave feedback for buyers who have left feedback for me, and am aware of other sellers doing similair and have come across plenty of evidence to show buyers are being left feedback by others. Although I admit I am very much in the minority, I have often foundit useful to examine a buyers feedback if any problems with the buyer, most buyers are not aware they can be left feedback and found it mainly reassuring that I am dealing with someone who has used amazon before, and also enlightening when coming across sellers leaving feedback indicating the buyer may be problematic. So far I have left nearly 3,000 buyers feedback, only another couple of million to go!

It must be said that the trickiest bit is finding the buyers feedback as it is somewhat hidden away and you must click the view all feedback link when you 'think' you have the right page. Their is some pictures guiding you through the process on the amazon discussion boards if you do get stuck.

RoyaleMale

I would not refund. The fact he has claimed royal mail did it sounds a bit suspicious. Tell him a claim via royal mail will have to be made and as soon and you get compensation he will get his.

Maybe he already had a damaged dvd and bought your one to swap it with his damaged one, far too many buyers try this.