A-Z Claim for Item not as described
Hi all.
Hope someone can help out here, I’ve got myself in a right old mess!
The customer initially placed their order (for a £35 item) on Monday, 19 March 2018 - it was dispatched and delivered on time. They emailed a couple of days after receipt complaining that it was not as described - however I proved to them using the condition notes VS what their complaint was that they were wrong. I provided a returns address and told them that there would be a 10% restocking fee as the item was described correctly - and would not be able to refund for the original shipping costs.
They objected to the restocking fee so I waived this, but refused to waive the original shipping costs. They never got back to me, and didn’t return the item either.
Today, I get a return request from them as the performance/quality of item was inadequate. I denied this request on the basis that
- The returns period expired
- They changed their reasoning for return.
A few hours later (now…) They(or customer service) have opened an A-Z claim for: Item not as described stating: - “Buyer Comments:
Item does not meet customer expectations, hence cx wishes to return the item.”.
What are my options? It’s a matter of principle, as the item was as described and I feel like it’s a scam buyer (but not very experienced) from their emails as they’re threatening to “go to consumer rights and complain” (LMAO!)… and whatnot…
Am I able to allow them to return the item now? Or not? Or am I just screwed as Amazon will agree in the buyer’s favour?
Thanks all.
23 replies
Seller_jjQ4dQOPjTmqs
Unfortunately for you Amazon’s rule is that a buyer can return just about anything (apart from media if they’ve broken the seal) for a full refund within 30 days - including the postage they originally paid.
You may as well bite the bullet and accept the return as you should have done when they first asked.
Seller_sakNZuPvdfxcv
Stocking fees are Illegal under Consumer Contracts Regulations
Illegal under Consumer Contracts Regulations as they informed you well within the 14 days period allowed by the Consumer Contracts Regulations and also well within the 30 days allowed by Amazon.
Sounds more like a scam seller to me…
You send them a message, apologising profusely, send them a pre-paid return label and refund them, in full, upon receipt. You take the hit on your metrics with regards to the A-Z, read up on your legal obligations as an online seller and become a better seller for the experience.
Seller_mQzM8i0mkBUO3
unfortunately i have found on amazon you should always except a return unless its past the policy date which it will tell you item is past policy date,
except the return then argue the fact once received because the first thing amazon will say is agree with buyer and you will 99% time loose because you did not allow a return thats the only point they will focus on and they will refund had you allowed the return and a A-z claim happended you would had more luck pointing to the listing and supplying photos of the returned item and if you lost at least you still have the item back ,
as for the 10% restock fee i dont thick amazon recognize such a thing i could be wrong but the item should still be returned in a new resalable condition
Seller_EJIX7rqDNQJi2
On Amazon, the buyer has 30days from the last day of the Estimated Delivery Date of your order to request a return for any reason. You are not allowed to withold any restocking fees.
You have mentioned, that the buyer contacted you a few days after delivery and requested to return the item. You should have accepted his request immediately, there is no room for you to try to change the buyer’s mind and tell him to keep the item because it was described properly. Even if the item was exactly as described, you must allow the buyer to return the item for a refund.
The previous posts by other posters are correct. If you are not experienced in dealing with returns, then you should learn from this.
If you need help with responding to the A-Z claim, I would advise you to respond like this:
“The order was delivered to the buyer on (date). The item, which I shipped to the buyer was exactly as described in the listing. Since the buyer has contacted me, that he is not happy with the item, I will offer him to return it for a full refund. The buyer can return the item to the following address: (provide a return address). I will refund as soon as the item is returned.”
Seller_zuFPUjdQ8Qaqq
Unfortunately the customer wins in terms of a-z filing except on rare situations and yours doesn’t fit in that rare condition. You should have refunded and avoid the a-z which sellers are being harassed with. There are a lot of unscrupulous customers with evil intent to screw sellers. They will make up stories just to request a return and if you don’t they rush to a-z filing. It is sad and a bad aspect of online selling. What you can do now is ask the customer to return the item for their total refund including postage, request that they cancel the a-z before you refund. If they refuse yours screwed up!
Seller_ws8lPrADOffGd
Encourage good feedback and bite the bullet mate
Seller_WTluE0oRgG3cy
they done it to me and keepet the iteam
Seller_u7LQBLrgJjfkj
Hello guy,
Background: Products are FBA
April 2018, I received an email from amazon: a customer asked for a refund for a item bough in September 2017.
And amazon customer service approved his refund.
And amazon said apart from media, customer have a refund right in lifetime. Lifetime!!!
