Refund from whom?? Amazon not helping

fayemcd

We bought a robot vaccum from amazon in August and it broke after a few months. I then noticed that I bought it through a third party on amazon who said they only do repairs. I sent the item to this third party in Spain, Amazon paid for the postage, but they never repaired the item. It came back untouched. So now we have the broken item, the third party that doesn't want to pay, Amazon say they are not responsible for the refund, and the manufacturer cannot be contacted as they are in China and don't answer their emails. Is there any other way I can get my money back? The credit card company also didn't help.

unholyangel

Firstly, I believe Amazon's A to Z guarantee means that third parties selling on their platform need to offer a returns policy equal to Amazon's own. Did Amazon state why it doesn't meet the guarantee? 

Secondly, your contract is with the seller. From what you've said, they were initially willing to repair but after receiving the item, have returned it to you unrepaired. Did they state why they're not willing to repair? 

bris

If it was over £100 then the CC has no choice, you can insist on an S75 claim. This is Muddied though by Amazon collecting the payment and a third party supplying the goods so not sure if that breaks the chain. It would also see you lose the Amazon account along with everyone else associated with your households accounts.

born_again

bris said:

If it was over £100 then the CC has no choice, you can insist on an S75 claim. This is Muddied though by Amazon collecting the payment and a third party supplying the goods so not sure if that breaks the chain. It would also see you lose the Amazon account along with everyone else associated with your households accounts.

If it was a Amazon Market place purchase S75 will be thrown out on the same basis as a paypal one.
You are not paying the seller, only Amazon to pass the money on.

As a aside S75 is paid by the card co, and it would be very unusual for the retailer to be involved. unlike a chargeback.

unholyangel

born_again said:

bris said:

If it was over £100 then the CC has no choice, you can insist on an S75 claim. This is Muddied though by Amazon collecting the payment and a third party supplying the goods so not sure if that breaks the chain. It would also see you lose the Amazon account along with everyone else associated with your households accounts.

If it was a Amazon Market place purchase S75 will be thrown out on the same basis as a paypal one.
You are not paying the seller, only Amazon to pass the money on.

As a aside S75 is paid by the card co, and it would be very unusual for the retailer to be involved. unlike a chargeback.

Paypal doesn't always break the chain. It depends on how it's processed and whether they're acting as merchant acquirer or not. 

theonlywayisup

Has the OP opened an A-Z?

sheramber

A-Z guarantee doesn't apply to marketplace sellers

DiddyDavies

sheramber said:

A-Z guarantee doesn't apply to marketplace sellers

Provided that the marketplace seller sent out the item themselves and it wasn't fulfilled by Amazon then the A-Z guarantee would apply.

The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a third party seller.

This guarantee applies only to purchases made on the Amazon.co.uk website from a third-party seller. If you need help with an item sold by Amazon Global Store or a Marketplace item delivered via Prime, contact Amazon Customer Service. For purchases made on third-party websites using Amazon Pay, refer to Amazon Pay help.

the_lunatic_is_in_my_head

90 days from ETA to open the claim. CS might open one outside of this timeframe.  

born_again

sheramber said:

A-Z guarantee doesn't apply to marketplace sellers

I thought that was the whole point of it..
Marketplace are 3rd party sellers...

>>>The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a third party seller. Our guarantee covers both the timely delivery and the condition of your items. If either are unsatisfactory, you can report the problem to us and our team will determine if you are eligible for a refund.<<<

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201889410