UK non business seller - return request recieved but under false reason - DSR question
Do I need to abide by distance selling regulations as a non business seller?
I’ve already declined the returns request in which the buyer had opened with a false reason over damage of packaging yet they confirmed the packaging it was posted in arrived without damage, when the message included provides an altogether and very clear reason of change of mind.
27 replies
Seller_hC0hNVDuILaKO
Absolutely.
The buyer does not know you are a hobby seller, and Amazon expect you to behave like a business anyway, plus you have to abide by the law.
You can’t refuse a return if it is within 30 days of receipt.
All you could have done is refund minus the return postage costs, as those are down to the buyer in change of mind returns, but item cost and outgoing postage would need refunding, once the buyer had returned in original state.
Seller_0pkMTMROIPEmY
Yes , by selling on Amazon you are agreeing to Amazon’s policies and terms of sale, Amazon’s terms are more generous the leniant than Distance Selling Regulations, they will allow 30 day returns for any reason, it is best to avoid a costly A-Z Guarantee claim and accept return, if the value is particularly high you can raise a case with Seller Central but they will always generally side with the customer.
https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=201819200
Seller_qSRYSf6aemudF
I do see the following:
Amazon.co.uk, and many Sellers on Amazon.co.uk, offer returns for most items within 30 days of receipt of delivery.
However under the 14 days I do see with the false reason they had put down if I accepted I would have had to pay return postage costs.
DSR as I understand it does not impact non business sellers? Why / How can Amazon make it up as they do instead of accepting UK law? I’m not registered as a business seller.
Seller_zMdVY1OvvxqwA
I once denied a return request made by a dropshipper. Initially they made it on the basis that the item was no longer required. Then they quickly changed their story and did another return request for the same order saying they (not their recipient) had received the wrong item. Given that they couldn’t seem to decide the reason why they wanted to return it, plus the fact it had only been dispatched the day before and hadn’t even had time to arrive (as confirmed by the Royal Mail delivery confirmation) plus I knew the correct item had been sent, I denied the return request on the basis the request was invalid. They went to an A-Z and Amazon found in my favour and denied their claim.
Seller_qSRYSf6aemudF
They have just opened an A-Z Claim reason with Item not as described. Really? How can this be when they have clearly said damaged, which was not correct and in the message they just had a change of mind. Surely they are trying to abuse the returns process with these different reasons they are trying to stack on the order.
Seller_YSVJTvJFHSin4
The Distance Selling Regulations no longer apply in UK law. The Consumer Contracts Regulations replaced them in 2014. Amazon makes no effective distinction between individual and business sellers in this respect: it effectively incorporates the CCR into its more generous (for buyers) provisions. Under those provisions they can return for any reason (or without giving a reason) within 30 days, with some exceptions for certain types of goods (in other words, you don’t get to decide if the reason is false or not as the reason or lack of reason is irrelevant to the return). That’s why you have ended up, rather predictably, with an A-Z claim.
Seller_uSBqWAlkccs2f
The thing is, you are still a seller. The Consumer Contract Regulations protect consumers who buy goods arms length and cannot inspect them before purchase. That is exactly the same whether you are a business or not. It’s just that it doesn’t cover business buyers.
Seller_qSRYSf6aemudF
Had this result:
Returns are free for buyers for any of the following item types:
– Clothing
– Handbags
– Shoes
– Items returned as damaged, defective, or materially different.
If you have not provided a pre-paid return label, we will instruct the buyer to provide you a copy of the receipt for their return costs. Once you receive this, please issue the buyer a refund for these costs.
Because the comments pointed to a change of mind, it doesn’t fall into any of those types however the reasons they used when opening the returns request and the a-z dont point to a change of mind for the item. How can Amazon even miss the comments in both and then as well as this the messages between me and the buyer before the item sold?
Can I get round not refunding the buyer for postage as they have cheated the system and lied?
