A-Z Claims : return of opened and used collectable Lego set
Hi,
I’ve got a customer who received a new Lego box (collectable) which he opened, build, and afterwards complains he thinks it is too expensive.
It is however a set which is not available in stores any more (set from 2008), which is is seen in the price (check for instance 8043).
Now he wants to send back the used product, and get money back, but in my opinion it is now a used product. (As stated in Amazon conditions: return unopened, not used, not damaged)
I do not get any respond from Amazon in this case, it looks like they do not read my messages, and accept the customers claim. this will cost me a lot of money.
Customer should have not accepted the package before opening/using it.
What can I do? If this is honoured, I think I will stop selling on Amazon, and it is a risk for all collectable Lego sellers. many sets are (more than) double the original retail price.
Best regards,
Roel
32 replies
Seller_hC0hNVDuILaKO
The problem is that he can return it for any reason within the first 30 days.
Did he send a query prior to opening the claim?
If so then you should have authorized a return, by sending him an unpaid return label, and then on receipt of the return you could have assessed the lego set to determine it’s condition and refunded accordingly.
As it stands you must accept the return asap or Amazon will automatically refund in full without return and you will have a total loss.
Defend the A-Z [I assume this is what you mean by
You are not obliged to offer a full refund for an item that has been devalued by the customer and is now “used”
Seller_aHpoRofa4KOQZ
Ow, in addition: I already see a negative in my balance …
Does this mean I cannot do anything about it any more?
Seller_qHzcAWcsPVCfg
It looks to me like you will have to go to the managingdirector@amazon.co.uk to appeal, if your efforts of your first Appeal fail. There is an Appeal Button in the A-Z Claim details page.
You evidence should be the communication where the buyer admits having “BUILT” the item as this makes it now “USED” - this is different from inspecting a product to ensure it is all ok and in working order.
As it is used it can no longer be returned as it is no longer in the condition in which it was dispatched.
It could work out well for you as Amazon should - in the end - re-credit you with the full amount of the sale (less fees of course).
Seller_3TuKPsB3ieWKC
If the A-Z has been opened for ‘Package Didn’t Arrive’ if you provide Amazon with signature proof of delivery this should be declined/reversed.
The A-Z is for non receipt. If you can prove the item was delivered that should be all that you need to do in our experience.
The correct course of action for the buyer is for them to open a return request. Opening a non-receipt claim when they have received the item and actually wish to return it is not the correct process.
Any text about returns should be irrelevant as the claim is for non receipt. Text provided by the customer which shows that they actually have received the item should also be used in the case/appeal to prove the claim is false.
Customers have the right of return, but items should be returned in original unused condition for a full refund. Others will be better placed on how the return should be handled, regarding damaged or open returns and partial refunds etc.
Good luck
Seller_n33KwLeg9XOvi
@bruynr I sympathise with you. A few years ago (or even almost 2 decades ago - as we are now in 2020) selling a Lego Set at double the RRP you would have been ok with, but you have to remember the market changes… and the buyers on Amazon are now more savvy than they used to be… so prices need to be a lot more competitive (or fairer) for the buyer… (just my opinion)
Seller_hMBZxXLE8ZIqI
question for the OP… is there actually a return request at all atm? Or just the INR for item not received?
Seller_xUKHc5xSYJmI4
Hi
Customer issue
He is claiming the order did not arrive.
Customer comments Hello, The customer is contacting us because they want to return the item they have received. Viewed that his is not satisfied with his purchase, however, its the seller refuses return. Thank you regards.
It appears confusing firstly alleging the order did not arrive and then is not satisfied with the purchase given no real reason for the dissatisfaction. Other question why would you order an item if it is too expensive?
Just out of interest how do you know he opened and build the lego?
In our experience every order returned diminishes in value. The item packaging is always torn, used and unfit to put back into stock for resale.
Seller_3yhYGU61cigbH
Accept the return. Go on ebay and look at the price of the used item, give him that much less postage and sell it on ebay as used. You might even get more for it if it’s very rare.
Seller_3GU8d1jnSsAMJ
Roel, I have read the thread here and the most you can deduct from any return including an A-Z one is a 20% re-stocking charge.(Amazon T&C’s)
However if Amazon refund in full without talking to you which is quite likely you can always raise a Safe-T claim and state that the item has been returned in an un-saleable condition. (Take pictures on its return)
You may then get your money back from Amazon. SAFE-T claims are under orders in seller central.
Good luck
Tony
Seller_ovMH8VuyV3OaR
According to Amazon Guidelines , a product must be returned in the condition it was sent ie if it was New and Sealed it must be returned in that condition , i have had similar products that this has happened with and all that i do is quote the following " Amazon Guidelines says that the product must be returned in the condition that it was sent out in - this product has been opened and used so sticking with Amazon Guidelines i cannot refund the item on this basis " quote this also when the A-Z claim comes through and Amazon may pay it themselves , also you can threaten a small claims court procedure.
