Used / Incomplete Return
Hello,
I have recently sold a collectible lego train set to a customer. The purchase amount was £320.
The buyer originally purchased this item and asked for it to be cancelled as he said I charged delivery. The item had free delivery yet the buyer wanted a refund of delivery charges (although there were not any). I thought this bizarre and cancelled this order.
He then purchased the item again.
I reluctantly sent him the set as another cancellation would have gone against me as a seller.
Around 10 days after receiving the lego set he sent me a return request as he claimed the motor for the train did not work. He said he had tried different batteries but the set still did not operate.
I have now received the set back. The buyer has opened the set, built the item and applied all stickers etc. I have checked the item and there are now 2 problems:
Firstly, the set works perfectly. The new and sealed item worth £320 is now a used item worth approx £170 and there was nothing wrong with it. I have also paid £20 sending the item to the buyer + another £20 getting it returned which I was not liable for as the set was never faulty. I am potentially almost £200 out of pocket.
Secondly, there are 6 pieces missing from the set. I explained to the buyer that I would adjust the refund if all pieces were not present.
I have never experienced a situation like this before. This buyer has clearly opened and used the item then decided he no longer wants it and expects a full refund. I have taken video evidence to show the product in full working order.
I have contacted Amazon who have told me to explain the situation to the buyer and offer a partial refund. Does anyone have any experience with a similar matter? I am unsure as to how much I should offer, I was thinking £150-£200 which would still leave me out of pocket.
I would also like to know how to avoid being penalised for an A2Z claim when I have done nothing wrong and also how to ensure I can get any potential negative feedback removed.
Many Thanks
15 replies
Seller_Rds42gzScDQFa
If an A-z is raised all you can do is defend it by sending Amazon the facts. Regarding negative feedback I doubt if it will be removed.
I’m sure I’ve seen another thread where a seller has sold a Lego Collectable Train Set and faced the same issues you are having.
Seller_5vwz3087rLS10
To you all .
First of all the comments I made were the first time that I had been on the forum.
I did not intentionally “hijack” the topic.
The moderator advised me to delete my comment which I did.
Brick City UK, you have lost parts of your Lego Train Set and payment which I sympathise with you.
I have lost a book.
I shall not sell to the so called “buyer” again.
Seller_xUKHc5xSYJmI4
If the return has diminished in value such as not returned in accordance with Amazon returns policy you are only required to offer a partial refund. To me the who ordering and then cancelling sounds bit odd. For information purposes be aware that you have already lost £28.80 plus your outbound shipping costs.
If the order is not returned in accordance with Amazon policy ie used and unsealed or damaged after delivery then offer a partial refund. Some sellers offer 20% to 40% but the decision is yours. Usually A-Z claims go in the favour of the seller if you have provided photographic proof and full details of how the order was received.
We know some have found ways to exploit the platform.
