Buyer Returned a Used Item - Where do I stand
Hi all,
I’ve sold for a long time on Amazon and this is the worst problem I have encountered.
I sold a brand new (now discontinued) console which was factory sealed. Worth £500!
Buyer 2 days after receipt opened up a return request stating controller was damaged. I responded stating I would send a new controller.
Buyer then changed story to console looks used and they wanted new. I responded stating it was brand new and factory sealed so could not have been used. The funny thing is the console is supposed to look used as it was a special edition one designed this way.
Buyer has refused to engage with me, emailing amazon instead. Console was posted back arriving today at 13.00 - I then received an AtoZ at 13.30 stating I was refusing a refund!
Buyer is clearly either fraudulent (returning a different item) or he has opened, played and decided it wasn’t worth the money.
Where do I stand… 
80 replies
Seller_iV7kOzHvMpN90
I believe customer has all rights to change their mind when buying online so they can request it be refunded but if it is not faulty you can deduct some money from the refund.
Seller_DZN91J2W23FWV
Was the item that was returned in fact the same item or a different used item?
Seller_2BrPSydGy6oyq
Which is it?
If it’s a different item returned to what you sent, then defend the A-Z claim with evidence, otherwise if the same item as sent and has been returned, Amazon will refund on your behalf.
Seller_U2K2GHyMyP6e3
Thanks for all the replies - I am busy checking the serial numbers etc. I suspect it sis just a case of they have opened it then returned it (lying about damage)
If it is a sealed item which has been opened, used and returned do I have to return the full amount?
Seems unfair as they have depreciated the item by £100-£200 by opening and then returning.
Im just annoyed they have lied to amazon about the item being faulty.
Seller_U2K2GHyMyP6e3
My other frustration is I now have an AtoZ against me and my metrics when the return was delivered at 13.00 and the AtoZ was filed at 13.30.
Surely I get time to process the refund. At that point I had not even refused the refund.
The buyer knows the system to make Amazon react! Telling them I have refused a refund will invoke an AtoZ.
Seller_0xavPE91kwzcZ
If it was returned and is not in new condition you may be able to open a SafeT claim?
Seller_JB8wPCk9zkyad
You must know as well as the rest of us, the customer is always right on Amazon, even when they are a thief / scammer
I would never have sold it on Amazon.
I have a number of very old consoles, still factory sealed, which I would not list on Amazon. You can’t actually promise it would work … It would have been best to either test and give a detailed description as " Like New ", or sell on the other place …
I’m surprised the Nanny State on here have not been in with the " Did you buy it from a wholesaler " and " where is the invoice ". We all know the score …
I think you are going to have to bend over and I feel for you, but if you sell" Old " " New " games, you surely realise the sort of characters / occasional eccentric manchildren that you are dealing with … ?
Seller_IUnGf6yXxBGnh
Learnt the hard way a number of years ago when I had a Pokemon N64 (sealed) sold for £550. And was allowed to be returned (once opened and could do nothing to stop it) devaluing it to 20% of sale value, that such things should never be sold on platforms where you have no means of vetting the buyer. Better to sell for less elsewhere than take the gamble for more money but bigger potential loss.
Seller_oGFKRixtdkjxL
If you ever sell anything similar include a specific note in your policy that under regs buyers are able to inspect goods to ensure they are fit for purpose - but this does not mean use - buyers have duty of care which is all to often ignored.
We also sticker items stating that a full refund may not be provided if opened & used. Nothing works 100% of the time and the problem is that your idea of inspection/fit for purpose check may not fit with the buyer’s - but all you can do is minimise the potential for loss.
We’ve all had this btw - people who use online as a rental service. The only way they seem to stop is when they don’t receive a 100% refund by default - but then again all this may do is make them lie and state the item is defective to claim a full refund.
Seller_U2K2GHyMyP6e3
Now the funniest thing is that amazon have pulled my other listing for this console (I had 2). This is because the seller said it was not as described (to get a free return). Even though I can prove it was sent new and sealed.
Seller performance Robots want an action plan and invoices for the items.
I bought the items from amazon in June. They’ve rejected themselves as an authorised supplier.
Anyways. Like I say, I’ve sold thousands of items on amazon for nearly 15 years and this is the worst issue I’ve had. Luckily I can write the cash off without a worry. Just frustrating that the buyer probably does this often as he knew the system inside and out.
