Buyer threatening chargeback and keeping item
Sold a brand new freeview box for £169 to one buyer at the same time as a used one (same model) to another buyer for £129. However, the buyer of the new one then contacted me to say the price ticket left on it was for £62.59 and that they wanted the difference back. I immediately realised I’d mistakenly sent him the used one by mistake, apologised and said I’d sent the used one in error but would arrange a courier to pick it up and send out the new one. That’s the correct procedure and how it should have gone…
Immediately comes back confrontational, threatening to do a Section 75 chargeback for the amount, stating they will not be sending the used one back and wants it at the used price of £62.59.
Absurd that he believes he can do a chargeback for the full amount paid at the same time as refusing to return the item - think that’s called fraud and theft. He’s treating it as a misprice but in fact it’s not even that as he was simply sent the totally wrong condition item belonging to another buyer. Obviously just trying it on methinks.
Best way to handle this?
Buyer threatening chargeback and keeping item
Sold a brand new freeview box for £169 to one buyer at the same time as a used one (same model) to another buyer for £129. However, the buyer of the new one then contacted me to say the price ticket left on it was for £62.59 and that they wanted the difference back. I immediately realised I’d mistakenly sent him the used one by mistake, apologised and said I’d sent the used one in error but would arrange a courier to pick it up and send out the new one. That’s the correct procedure and how it should have gone…
Immediately comes back confrontational, threatening to do a Section 75 chargeback for the amount, stating they will not be sending the used one back and wants it at the used price of £62.59.
Absurd that he believes he can do a chargeback for the full amount paid at the same time as refusing to return the item - think that’s called fraud and theft. He’s treating it as a misprice but in fact it’s not even that as he was simply sent the totally wrong condition item belonging to another buyer. Obviously just trying it on methinks.
Best way to handle this?
15 replies
Seller_GAXtbybSZXKBF
The way you’ve acted is correct. We had an issue similar recently and seller support advised the customer to open an atoz case, which they won and got a full refund and their item!
I’m still awaiting the bad feedback…
Baffles me sometimes!
Seller_2BrPSydGy6oyq
If they try a chargeback, will be dealing with Amazon, not you and provided it was sent tracked/signed for that’s normally all Amazon require to decide you are not responsible. If not as described, then expected to return for a full refund.
It’s the advertised price that rules, not a sticker on the item, otherwise some booksellers and collectable items with original shillings and pence price tags would be in trouble.
To be honest, with this buyer I would just get the goods back and refund them, rather than try sending the correct replacement.
Future Q/C check…ensure any price stickers are removed 
Seller_xUKHc5xSYJmI4
Hi
Sorry to say but this is a painful mistake on your part. The customer realised they had paid too much for the item having seen the price tag on the item hence the refund of the difference. If the buyer raises an A-Z claim chances are you may lose the full amount for sending a product which is used and not as described.
Seller_jjQ4dQOPjTmqs
I think you’re wrong. Why don’t you just refund the difference and let him keep it? As you say, you’ve sent a second hand one by mistake so why go to the expense of retrieving it then sending a new one which he doesn’t even want?
Be warned - I did a chargeback just before Christmas on a motorised garage door which cost over £500 and failed within a week. The seller was ‘too busy’ to come out and fix it or even help me get the car out which was trapped inside.
My bank dealt with the whole affair from then on, I was refunded IN FULL, kept the motor, and paid someone else£220 to fix it. So be warned!
Seller_GEwIzVJqVkCIj
You made the mistake, not the customer… they are wanting to keep the item - therefore saving you £12 courier fee back to you and £12 courier fee to send the new one (that was how much you said it cost?).
You could explain the situation to the other customer - perhaps offering them the new one at a discounted rate since there wasn’t much difference in the prices anyway they may be up for one with a warranty for a little extra.
We all make mistakes, we just have to learn from them. That’s business.
How would you feel if you were them?
Seller_2BrPSydGy6oyq
I can’t disagree with others view that it’s your mistake and up to you to resolve the situation, but your call to agree to the buyers demands, or follow Amazon policies to the letter.
Yes, the buyer may well attempt a chargeback, or open an A-Z claim, but if they get refunded, then they can be taken to court for the cost of the goods if they don’t make the goods available for collection.
To resolve the mistake, you have correctly offered to have the goods collected at your cost and refund in full, if they don’t want the correct replacement, that meets your legal obligations under Consumer law and Amazon’s return policies, so really the ball’s in the buyers court to make the goods available for collection.
Personally I tend to bend over backwards to correct a mistake, but not if faced with upfront threats and demands.
It’s your business and your call to make, as there is not right and wrong advice on this one, just options.
