A-Z, buyer keeps item even though they received it
Hi,
So recently, I sold an item for £650 on Amazon. The buyer claimed the item was far from what was being advertised, however, it was a very minute detail. Regardless, Amazon has gone ahead and taken the money from me and issued a refund to the buyer, the buyer hasn’t returned the item and I’m really stressed out over this.
I delivered the item myself and the buyer signed a contract which states that they’ve received the item, checked the contents and that it conforms with what they purchased.
Can anyone help? Would taking the buyer to small claims court be worth it?
Thanks in advanced
Seller_bhSWqoVh7Pn98
I note what everyone else is saying, but if Amz pay up, it is not really right, but their loss, so the A-Z Claim Appeal is worth doing. You need to do it right, so maybe reply here with what you are going to put. Remember they often get read by people who do not speak English well, so paragraphs not too long, no complicated words used, etc.
Something like:
Appeal of A-Z Claim.
Buyer purchased ASIN: xxx (put in ASIN No), Order Number: xxx (put in Order No) on xx (Date, format 2 February 2022). Delivery was on: xx (Date, format 3 February 2022). A RMA Return was authorised on xx (Date, format 22 February 2022). RMA number was: xxx (show RMA No). Item NOT received back, so A-Z Claim should have been rejected and the Buyer informed to return the product for a refund to apply.
Buyer received the order correctly (delivered by ‘other’ and we have a signed for delivery if proof required). Buyer could not request a return unless the item had been received.
The Buyer has NOT returned the item, even though authorised to return. We informed the Buyer that we would arrange collection of the parcel once they informed it was ready to return, or they could have returned themselves (we also offered a repair, replacement etc if they did not want to return for refund).
As the Buyer has not returned the item, a refund should not apply. As such Amazon need to repay us, and not count the A-Z Claim against us. A-Z Claim should have originally informed the Buyer to return the item for a full refund, as that did not hapen Amazon are liable. We are happy to still collect the parcel if Amazon can arrange a date to collect as the Buyer is not informing at any point.
28 replies
Seller_oqY6BLduZEGox
I would inform the buyer that they must return the item and provide them a return label. if the item is not returned then take them to court to recover your money. Its 50/50 i find return the item and i have a few who stop talking and i have CCJ’s registered against them
Seller_tOdoO6kNE8UYm
It might be a daft observation…. But they don’t want to dismantle it, making me think it’s not a little item? But the reason for refund is it’s damaged or defective (doesn’t work)?
Does this mean they intend to leave a large defective item just sat in their house gathering dust? I’d be asking them if they don’t intend to return it what do they intend to do with it?
Seller_Iti0OkAyMPN7I
Does it not qualify for a SAFE-T Claim ? as not returned ?
Seller_zjSVzrZV26EFo
if you self delivered then I’d turn up to self collect. if assembly is an issue then insist you’ll help them with disassembly but they are your goods and you require them back since they’ve been refunded. If they kick off I’d just threaten to call the police. im sure they’ll back down and hand the item back to you.
as much as I want to give better / legit Amazon approved advice, I can’t see Amazon offering any successful appeal on this, but there maybe others who can provide the official Amazon route to dealing with this , but that would normally be an Appeal on an A to Z but either way I’d go get your item and just stomach the fact that you may have to disassemble it yourself, but least you get your goods back.
Seller_sFEUMUfeW5484
You’ve been robbed and Amazon have facilitated that theft. I would send a letter to the buyer, informing them that you will be collecting the item on X date. If they refuse or don’t allow you to, send a letter before action. If still no resolution, open a claim via the money claim website.
Seller_bhSWqoVh7Pn98
There are 2 issues, the first is trying to appeal the A-Z Claim, and get Amz to pay you, so some questions:
1: What is the ASIN?
2: Did the Buyer request a return, if yes, did you authorise that?
Or, was it auto-authorised by Amz?
Or, did you reject that, and reason given?
Or, Did you ignore the RMA request, or not reply in time?
If no RMA request, then a valid reason to Appeal. However, if you rejected the RMA request, or ignored it, then less hope of winning. It is best to always authorise a RMA request, even if you add notes to say must be as new, buyers cost to return, etc.
3: Delivery, did you log as delivered by hand, other courier, upload a tracking number?
What did you log as (exact details)?
A-Z Claims are usually automatically refunded if no tracking details, so the Appeal needs to show delivered by details in Buyers emails and quote date and time of email as proof, etc.
4: Did Amz email for more details about the claim, if yes, what did you say?
5: Did you admit the item was not exactly as listed in any email to the Buyer, and what was said?
Even if different in any way, a reason for the Buyer to reject the item, then your responsibility to collect it and cover any losses, eg the Buyer disposed of packaging, dismantling costs, etc.
If just faulty, or part to replace to make exact, then a RMA should still be provided. Then email to see if that can be resolved. If no RMA given (if requested), then the reason why you lost the A-Z Claim.
Seller_VAyRTRlCAKq7A
Hi there!
So the return was automatically approved, and we messaged the buyer straight away asking what was wrong and if we could provide any assistance. We asked for them to send proof, and lo and behold, nothing was attached to their reply.
We marked the delivery as ‘Self-Delivery’ as its a choice in Amazon’s drop down menu, we took an image of the buyer receiving the goods and we had them sign a receipt of goods contract which says that ‘the item received conforms with what was purchased and the contents have been checked’, it has the consignee’s signature, date and name. The buyer also received a copy of this.
They opened the case, allowed me to respond and I simply stated the above, and said there was no proof of any damage, defect or likewise and that we offered replacement parts and repair. We also said we’re more than happy to collect the item as long as its packed.
We did not admit anything so far, as we explained to the buyer that the discrepancy they mentioned was minute (the buyer agreed that it was fine) the buyer then switched their reason of claim to the item being defective and said a few screws ‘just about fit’
The thing is, the buyer can’t be bothered to disassemble it, since we’ve messaged that we are happy to pick up the item upon repackaging, the buyer hasn’t responded and the A-Z claim but the claim is still eligible for appealing. Would it be worth mentioning to Amazon that we intend to pursue legal action against the buyer as they’ve been refunded and the item is officially not their’s anymore?
Also, just want to say a big thank you to everyone replying, its been really stressful having to deal with this when eCommerce is my only way of keeping a roof over my family’s head. Its a lonely game running your own business but this forum has proved to me that we’re all in this together
Seller_bhSWqoVh7Pn98
I note what everyone else is saying, but if Amz pay up, it is not really right, but their loss, so the A-Z Claim Appeal is worth doing. You need to do it right, so maybe reply here with what you are going to put. Remember they often get read by people who do not speak English well, so paragraphs not too long, no complicated words used, etc.
Something like:
Appeal of A-Z Claim.
Buyer purchased ASIN: xxx (put in ASIN No), Order Number: xxx (put in Order No) on xx (Date, format 2 February 2022). Delivery was on: xx (Date, format 3 February 2022). A RMA Return was authorised on xx (Date, format 22 February 2022). RMA number was: xxx (show RMA No). Item NOT received back, so A-Z Claim should have been rejected and the Buyer informed to return the product for a refund to apply.
Buyer received the order correctly (delivered by ‘other’ and we have a signed for delivery if proof required). Buyer could not request a return unless the item had been received.
The Buyer has NOT returned the item, even though authorised to return. We informed the Buyer that we would arrange collection of the parcel once they informed it was ready to return, or they could have returned themselves (we also offered a repair, replacement etc if they did not want to return for refund).
As the Buyer has not returned the item, a refund should not apply. As such Amazon need to repay us, and not count the A-Z Claim against us. A-Z Claim should have originally informed the Buyer to return the item for a full refund, as that did not hapen Amazon are liable. We are happy to still collect the parcel if Amazon can arrange a date to collect as the Buyer is not informing at any point.
Seller_VAyRTRlCAKq7A
I can not thank you enough! I appealed the decision with Amazon and today I woke up to the claim being withdrawn! Big shout out to everyone who answered and helped, I wish you guys the most prosperous future!
Seller_bhSWqoVh7Pn98
You still can find Amz can change their mind, so check all junk emails still.
Most likely the Buyer was told to return the item. So, you may get the item back and to do a partial refund if not as new, needs photos taken, etc.
I’d also suggest to learn all the new procedures, as quite a few on returns last year
Seller_zjSVzrZV26EFo
yes I echo this. I’ve found cases withdrawn sometimes as Amazon ask the buyer for more info or for some random reason they with draw it, but that also means the case can still be opened at a later date.
@essay I really hope you get your goods back and work things out with your buyer, but please do not take the “withdrawn” status too seriously and completely relax your guard unless the buyer and you have truly worked things out. Its usually only if its a claim denied status that I can breathe easy when it comes to Amazon A to Z’s! but this is just my personal experience.
Seller_NoMNQDGnEW5Bx
To be fair to the buyer, whether they are playing the system or not, in their mind they purchased from amazon and amazon have refunded them and will also hsve told them they don’t need to return the item so they won’t see they’ve done wrong
Do you have the ability to pick up the item fully intact? If so maybe send a recorded letter giving a date and time that you’ll collect it. Then if that doesn’t work, look at taking it further
Seller_xUKHc5xSYJmI4
So the buyer has purchased a £650 multi gym. The order was delivered within the estimate timescales. The multi gym is a large and bulky item which takes time to assemble. Whist assembling the multi gym the buyer alleged to have found a fault
(Something about a hole) and the buyer contacted the seller. The buyer was unhappy with the seller response and initiated a return request which was rejected and then then raised an A-Z claim. The A-Z claim was granted in favour of the buyer.
The seller offered a resolution
- Replacing the alleged defective part.
- Offering a partial refund as a good will gesture.
- Collection subject to the buyer repacking the order for collection.
All three resolutions were rejected.
