Refunding customer after 10months, this is ridiculous
We dont know what is going on with Amazon. Amazon has just issued a refund to a customer for an order. This order is 10 months old, and the customer received a refund claiming the product is defective. Microsoft, the manufacturer of Xbox, clearly states in its warranty that it only covers Xbox controllers for up to 90 days. How is it that Amazon is authorising a refund after nearly 300 days at our expense?
If Amazon desperately wants to achieve high customer satisfaction than why not refund them using Mr. Bezos' money, we small sellers don't have the resources to offer refunds on nearly year-old purchases that are not even covered by the manufacturer's warranty.
27 replies
Seller_ZJhFeE3tNKzfh
While Xbox might offer a warranty for 90 days, how or why its only 90 days is beyond me, considering if there are faults within 6 months - the onus is on the seller to show the customer caused the issue, as per the consumer rights act.
Beyond 6 months, the buyer is supposed to show the fault was there at purchase. Issue is if this was FBA, amazon at their discretion will provide refunds. Its what you agreed to when signing up to FBA.
Seller_1Pr83SwcQbIUJ
- if sold in the UK then surely should have a 12 month warranty as an electrical item, I have seen on gaming forums people being told to complain to Amazon if not replaced or fixed if broken on the first year
Seller_rluydfDQ8rGNc
Could be wrong, but this sounds like an electronic, in which case the consumer is well protected for 2 years after purchase. It is irrelivent what XBox offer. When you sell it, you take on the responsibility.
TBH, I'd be annoyed if I'd bought a controller that broke at all. I've still got consoles from the 90s that work.
Seller_UvUliCHV53Key
Just had a very similar case, instead where a customer has been refunded by Amazon for a laptop they purchased from us nearly 10 months ago. Though, the item is not "defective" at all, as we have tested it since. The probable reason it was returned is because the screen has been physically damaged. Despite this, I am repeatedly told that FBA policy does not reimburse for customer-damaged returns (I am aware of this already) though given the length of time and the fact the reason provided is not correct (i.e. "defective") I do not feel this is at all fair.
Seller_soBD2wwhsVOww
For electrical goods in the UK & EU the customer has up to 6 years to claim for a fault.Its part of consumer law regulations.
Seller_Wp51IQZBKpF1i
Well said! About time Amazon took this in.
Seller_2Htw9xCla3oOQ
The reality is Amazon will refund the item, whatever it may be, if the customer complains enough; the timeline and warranty doesn't matter they will just refund it.
I have seen our goods returned after 4 years of use, for a full refund, that was damaged by the customer. Like physical damage. I have once received a returned monitor sent back that was cut in half. I mean you would need like a chainsaw to do that.
All you can do is open a reimbursement case with Amazon and say this is not covered under warranty.
Seller_S3aHFfAjpTNul
My sympathies. It is you that wishes to achieve high customer satisfaction; Amazon do not know the meaning of the phrase; it is you who are Amazon's customer !
Seller_w17Me6UR8qFuf
I've had similar issues, refund after 5/6 months for ridiculous reasons.
I don't live in the UK any more, but its safe to say UK customers are the most criminal i've seen and with stuff like this i dont blame them, they can get away with anything.
Seller_IQo80d99W2DzP
Was this FBA? - if so Seller Beware, as Amazon can do virtually anything they want. Your risk, so is it worth using FBA? You gain more orders maybe, but also a high risk of losing as much money.
SFP - then raise a Safe-T Claim. Likely only to get 20% to 25% back if the item is not as new. But, you can resell as a used item.
Merchant Fulfilled, non Prime? - then you can raise a Safe-T Claim, or defend A-Z Claim. Make sure all over £100 are not auto authorised and see if all items can be not auto-authorised. You can then allow returns over 30 days for repair (screenshot if it shows out of policy, etc).
A Maker/Trade Seller can give no warranty by UK law, but most repair at least for 1 year. If they only do for 90 days, I'd not sell their items unless very high profit items. That is why lots of junk items around, so high profit items, so you can afford some losses.
(to add: I bought a laptop from a Seller on Amazon FBA, it went wrong 1 day under the 24 month warranty, overheated a few days before, then malfunctioned completely, and Amazon refunded the £1400 ish after they receved the item back. I assumed would be a repair, but they said they do not have repair facilities, so all items refunded for 24 months under EU law, as we were in the EU at the time).
