Buyer opened a-to-z claim please help
I sold a bio ethanol fireplace and the buyer returned the claim as "Performance or quality not adequate" and after a few messages to buyer I received information that the buyer, after testing the fireplace, decided to choose a traditional fireplace because it gives more heat (in the description I had the fireplace give 2.9kW of heat). The fireplace was returned but is not suitable for resale as new. I contacted the seller support several times and received information to communicate with the buyer because they cannot do anything at this stage of the matter. I wrote several messages to the buyer and received no response, and today the buyer opened claim a-to-z. My question is what should I do?
11 replies
Seller_mS10UjVYuuGor
Irrespective of the products that you sell most items that get returned won't be suitable for resale as new simply because the packaging has been ripped open. If the item itself is customer damaged you may have a safe T claim but it won't cover packaging and at best you'll get a fraction of the sale price.
Distance selling regulations (and Amazon policy) means you have to accept returns for a period of time simply because the customer changes their mind, no further excuse is needed.
Ultimately you have to accept you'll get some returns that can't be sold as new and find a channel whereby you can sell them at a reduced price. Amazon does allow some goods to be sold as used but buyers sometimes don't read that and could end up getting it back again. Ebay lets you upload pictures of the specific item and add detailed text which helps let the customer know what they are getting. Sending to an auction house is the least fuss but probably the lowest price.
