A-Z Claim from a customer after 5 months
Hi guys,
i’m fairly new here and not exactly familiar with all the rules. A customer opened an A-Z claim about an electric scooter i sold, pretty expensive one as well after having it for 5 months, claiming the battery doesn’t charge properly anymore, asking for a full refund. I pointed him to the manufacture as it is under manufacture’s warranty, i don’t offer additional warranty and he’s used it for 5 months now. The customer demands a full refund and seems that Amazon will decide in their favour. How do these A-Z claims work and why is a customer allowed to use your product for months, damage it and then claim it’s faulty? It’s most certainly due to misuse. Any advice will be appreciated. Thanks
12 replies
Seller_hC0hNVDuILaKO
An A-z cannot have been opened by the customer after 90 days, therefore they must have had assistance from Customer Support to do so.
The issue is the fact that obviously a battery should not fail to charge, on a “pretty expensive” [your words] scooter after just six months…
You can obviously try and defend the A-Z claim and hope that Amazon fund it, but tbh your best option, assuming the customer contacted you previously and you denied a return or refund,would have been to accept the return of the battery for examination and replacement if necessary.
You could then have yaken the issue up with your supplier or the manufacturer to make yourself whole again.
Seller_NoLYurmb006tq
Under EU law consumers ARE offered/entitled to a two-year guarantee in which sellers must repair or replace a faulty or not-fit-for-purpose item.
However UK legislation also trumps a 6 year legislation on certain items which can be a grey area, what most tend to do is offer 12 month guarantee again grey area depending on what your terms say but say if you offered 12 month then you could refer to manufacturers after that.
Best practice would be to speak to customer and deal with manufacturer on there behalf but if say I was the customer and -Z went in your favor I would be able to escalate this then to ombudsman and most probably get it repaired/replaced + Compensation for time lost.
Depending on how clued up the customer is but either way in this case the customer is right should not be faulty in this time and a replacement part or repair should be honored without quibble in my opinion.
Seller_qZO3ZCjoBXEeL
As the retailer you are the primary route to handle issues with defective items. The customer may choose to go with the manufacturer, but legally you have to deal with it if they choose.
Within 6 months of sale, you need to provide a repair or replacement of defective goods.
On Amazon, there isn’t a system for that. It’s return and refund or just refund.
You should try appealing the A to Z if they didn’t contact you about a return or replacement. Hopefully amazon might fund the claim.
Seller_bhSWqoVh7Pn98
You can defend the case by saying that the AMAZON website SHOWS: For items purchased that are faulty after 30 days from date of Sale, please click on this LINK: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201819330 - It shows:
Manufacturer Contact Details and After Sales Service
If your item becomes defective after 30 days, you may wish to contact the manufacturer for assistance.
You won’t be able to return a product using the Returns Support Centre if it becomes defective after 30 days. You may wish to visit the manufacturer’s website or contact them directly as they may be able to offer troubleshooting and support with the issue you have with the product. Alternatively, please Contact us
Please click to the applicable link below to be taken to the relevant contact details
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YOU need to inform the Buyer of the above and if they did Contact you, then you MUST assist and inform of the Manufacturer Returns Address
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The above are Amazon rules and is a get out. BUT, should let you win the A-Z Claim. ALSO show that AMAZON show an A-Z Claim should only apply for 90 days unless an exceptional circumstance and a faulty item is NOT exceptional.
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However, YOU also need to conform to UK law and the Buyer even if he loses the A-Z Claim can take the matter up with his Card Company or take you to Court. You also need to do the ‘right thing’
If the battery charger is an issue, that needs to be repaired/replaced. If the battery, those are a consumable item, so may not be covered, it depends on the makers guarantee as some only give 90 days, others though can give 1, 2 or 3 years.
If the item itself (inc charger) has an issue, Under UK LAW, you as the Seller have to accept the item back and REPAIR it as under 6 months old, unless when you receive it back, YOU have to prove that it is the Buyers fault, eg they damaged it. You do NOT have to replace it, nor refund it.
You can arrange for it to go back to a repair centre, but you have to arrange it, and pay the courier cost (the Buyer has to pay that, if not faulty, damaged, etc, and you can charge its return to them if that is the case).
As a Seller you should know the LAW (eg: Sale of Goods Act) and all consumer rights, as well as Amazon terms, as that would save problems for you. It also causes problems to all Sellers as Buyers may not buy on Amazon next time.
I’d suggest to contact the Buyer by email, apologise for the issue, inform the return address (yours or the maker with a RMA returns number) how to return it and say it will be inspected and then if under guarantee repaired for free (not refunded). You can mention if not covered by guarantee, eg damage, battery, consumables, etc then that will not be covered, and a return will be at the Buyers cost.
I would show to A-Z that you have messaged the Buyer that as well (BRIEF, bullet points on A-Z as mainly robots reading, and if a person their 1st language is usually not English, so use ‘baby’ words, no complicated or technical words)
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