customer claims item was defective and was reimbursed
customer claims item was defective and was reimbursed without the item being returned. I sold a high end expensive bath fixture and it was not returned. The item needed to be professionally installed. It was new. Customer filed an A-Z claim and was reimbursed without returning the item. It was almost $900. It also went towards my defect rate and effected my account. I provided all the information I could for the claim without having the item. This is not right . My account is at risk of deactivation now.
customer claims item was defective and was reimbursed
customer claims item was defective and was reimbursed without the item being returned. I sold a high end expensive bath fixture and it was not returned. The item needed to be professionally installed. It was new. Customer filed an A-Z claim and was reimbursed without returning the item. It was almost $900. It also went towards my defect rate and effected my account. I provided all the information I could for the claim without having the item. This is not right . My account is at risk of deactivation now.
17 replies
Seller_ZVAz3d5lZuGid
As soon as the customer informed you that the item was 'defective' you should have told them to open a return request and you would refund once it was returned to you. Did you ask them what the defect was ?
Seller_voW9gFQs6cI1A
letter before action if they do not return the item or pay for it then File a small claims court claim, buyer will have to pay the full cost of the item, your costs and court fees, if they do not pay a CCJ will be issued and bailiffs will collect the amount for you by seizing goods
Seller_IQo80d99W2DzP
@Seller_6S387YeuyeC81
You can appeal the A-Z Claim. Try to get Amazon to pay you, the Buyer does not have to under Amazon Terms. Explain the return was Automatically Authorised, so you awaited the return, and then would have refunded within 2 days of it being back with you. Nothing received, so the refund should not have applied.
Did you sell on Amazon UK?
Are you a UK Seller? (if not, where are you?)
Do you have a UK returns address?
What is the ASIN, link?
You said Dollars, $900 - so assume a UK Buyer, and going back to you, not in the UK?
You can just provide a UK returns address. You have to cover the cost if the item is defective. If you did not show a UK returns address, then the issue: If an international address, you MUST provide a pre-paid returns label within 48 hours of the auto authorised return. If you do not, and get an A-Z Claim, the Buyer wins and they do not have to return the item.
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Even though the Buyer won A-Z, Message the Buyer, many will return an item, provide a pre-paid postage label to them, even if in the same country as they are. - Auto Authorised Returns: If an item is logged as faulty, or even if not, it is best to provide a pre-paid return postage label (add in the comments if the item is unwanted, or not faulty then ... return postage cost applies) - once back you must refund within 2 days and if not the full amount, inform of the reason, with photos as proof.
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@Seller_voW9gFQs6cI1A - Sellers agreed to Amazon Trading conditions, so you canot take anyone to court, unless you can prove an unfair condition, so take legal action against Amazon, not the Buyer.
@Seller_ae51e0CJoHqCX - The Op had an A-Z Claim, you cannot get those with SFP, that is 1 advantage of SFP (lots of different disadvantages though)
Seller_7pTs15IYXmTOB
With you on this, spot on.
Seller_PU8ypkNZEJU9p
Just had this same issue with some penis of a buyer, Rude, agressive, made up rubbish leaft us a 1* review and then did the same! Of course the bandits at Amazon took the buyers side though
Seller_6S387YeuyeC81
amazon support is zero help. Passes you on to someone else and they are also zero help. I still have not received the item back.
Sarah_Amzn
Hello @Seller_6S387YeuyeC81,
This is Sarah with Amazon.
Is this order from your UK store? If yes, could you please share the Case ID opened with Seller Support so I can check what assistance I can provide.
Best regards,
Sarah.
