Help with a-z claim germany
i have had a a-z claim from germany and now placed account at risk this is my first one ever
first the buyer brought a item and filed a return saying not as descriped then in the comments put i brought the wrong item does not have german audio
i denied as it would affected my matrics because i would except i had incorrectly listed a item that was not as described
i emailed buyer and explained that they had filed a return incorrectly and to file another return as unwanted i be happy to except it and refund upon return
this was ignored and they opened a-z now saying item not as described says on listing german audio
which is rubbish i have double checked and no where does it say german audio
how best to defend ??
0 replies
Seller_EJIX7rqDNQJi2
As long as the return request wasn’t “Out of policy”, you should have authorised it, regardless of the reason.
Now, you will need to represent your case by offering the buyer to return the item for a refund.
Here is how I would advise you to respond, considering that you erroneously rejected the return:
“The order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. I will issue a refund as soon as I receive the item back.”
Seller_qHzcAWcsPVCfg
but does it say English audio?
Is the buyer not entitled to expect german, on amazon.de, unless it explicitly and clearly states English?
Seller_qHzcAWcsPVCfg
I’d suggest any product where language is important should state clearly in the details - large print - the language included.
Seller_YropdiN8t2UD4
I’m assuming this is for amazon.de, but did you check all language versions for the listed audio? They sometimes differ significantly, even though they’re supposed to be translations of the one in German. You also can’t see which language version your buyer used, so it’s a good idea to check all of them. If there’s a problem with one of the trnslations you will need to wrestle with Amazon for about a month before they fix it.
Seller_2eU0Szs4n5iRu
accept all returns and take the loss for a peaceful life here on amazon. weather or not the buyer has made an error it will affect you worse in the long run to try and stand your ground. accommodate the shoplifters/ dishonest buyers as the amazon algorithms are very inconsiderate to sellers and you could face suspension because someone decided they wanted your item for free or didn’t want to pay to return it. a lost sale is way better than a suspended account. factor the loss into your business model. Ive had my account suspended before and it is really not a nice place to be, because of two bogus item not received cases. i feel as though amazon should at least give sellers the option to block problematic buyers from making further purchases in the future, after all it is us the loses the money in the majority of these cases.
Seller_saK5Ah2SaNYjL
We got a German return request today. Despite the fact they bought on 19 December and delivery estimate was latest before 9 January. Their return request was based on received after Christmas. Shakes head.
