Buyer told me he was keeping a £300 item without returning it, offered free collection and Amazon denied my appeal
Hi, I don't really know where to put this but is there anything I can do.
The customer wrote to me telling me it has a part damaged (Looked at photos couldn't see anything wrong with it) I explained I had no stock of the part but could send it backorder and I offered them a free collection and refund anyway! They said they won't be returning the item and demand a full refund because they can't wait for backordered parts.
I said you have to return the item (we collect at no cost) to get a refund and the customer denied, opened a claim and got a refund without sending it back.
When I appealed Amazon said "did not respond to the buyer’s return request before the claim was filed". I replied to every email in under 24 hours and the return case they submitted was sent in over 2 months after order!
Do I try and take legal action against the customer? I am quite lost what to do now. It was a £289.99 item.
Any help appreciated.
Thank you.
10 replies
Seller_ZJhFeE3tNKzfh
You have the right to take legal action against the buyer. However, there is an amazon policy that states if you do, they can take action against you up to and including closing your account.
Your legal action would be against amazon - as it is they who handle the actual payment and return.
One note - was a return request ever opened?
Seller_2mXvaemgrVabX
Im not suprised as this has also happend to me, but not for such a large order. I had a customer who started an A-Z by mistake and then messaged me saying this was wrong but Amazon still refunded them and i lost out. I contacted Amazon but it was like talking to a wall and lost the appeal.
Unfortunately, you will have to put this down to hard lesson that Amazon dont care about sellers and move on.
All the best
Seller_V34vA9hfLDvlc
ive had similar when you you have issue with customer before anything offer a return first its amazon policy . any issue with an order you have to t then offer your own policy . amazon policy comes first before how you want to deal with it
Seller_eoG4IpD4Pfsvm
Send the customer a county court notice and a returns label in the post and tell them they have 30 days to return the item using the returns label or you will be taking legal action. That should do it....
Seller_ptdawyUOAQA1G
I'd send a signed for letter to the buyer with a returns label politely telling them they have 30 days to return the item or you will be submitting the claim in the small claims court.
Usually that's enough to get the item back. If not, it's only 30-40 quid to submit the claim and see what happens.
Seller_7aV9GGKijpErb
its amazing how bad they treat sellers, if the item is sold and shipped by amazon its so much harder to get refunds out of them its an actual disgrace
Seller_bW2P3WaKj318L
That's ridiculous how Amazon have handled this. It's definitely one to add the the list below:
Seller_TufyJDtetbrlU
This is so sad to read :( this is why i will not invest in high end items on amazon, too many scammers. I really wish amazon would protect it's sellers better