A to Z manipulation by Customer services
So had a new issue today.
Buyer purchased high ticket electronic goods 21st September, contacted us today saying not happy with the item (borderline claiming a fault but not providing any details of one) and wants to return it for a refund.
We've replied advising the product is out of policy for a refund but we can arrange you a replacement via warranty. I even copied the Amazon policy and the buyer wasn't having any of it, as it states after 30 days the issues are resolved via manufacturer warranty support for repair/replacement but obviously the buyer didn't want this because their item wasn't faulty, they're just bored of it now black Friday has rolled around.
Customer declines the replacement stating the issue will still be on the replacement and that won't solve his issue (contradicts their being a fault if the issue will be the same on a new replacement?)
They pushed back insisting I should give them a full refund, we offered them a partial refund if they wanted to return the order since it was out of policy and had been 2 months since they ordered and clearly wasn't a defect if a replacement was going to have the same experience for them.
The buyer then went to open a return and (i think) accidentally closed it claiming the item was defective. I was expecting them to open another return request.
The buyer didn't go to open another return request, and we didn't get a chance to accept the first return request (which was logged by Amazon as "OUT OF POLICY" so needed manual approval despite being "item defective" reason code.
buyer has now opened a A to Z via Customer services, and...reason code "Package did not arrive" !!!
This is complete nonsense that customer services have to manipulate the reason code to help buyers get full refunds.
We have not had a chance to accept the return request (even though on policy we shouldn't have to) but we would have done, the buyer has skipped that step and gone straight to A to Z and now I've had to put a jumbled up response because I am defending his false damage claims AND defending the BS that they do have the order and delivery dispute is not even in the question.
Is there any more I can do to stop the buyer getting an automatic refund and keeping a high value item. If the buyer had opened a return and left it open we most likely would have accepted it and dealt with the refund after getting the goods back but now the goods are still with the buyer, they've enjoyed them for 2 months with not a word of complaint between the delivery date and today and now we're having to defend this A to Z for two grounds not just 1
A to Z manipulation by Customer services
So had a new issue today.
Buyer purchased high ticket electronic goods 21st September, contacted us today saying not happy with the item (borderline claiming a fault but not providing any details of one) and wants to return it for a refund.
We've replied advising the product is out of policy for a refund but we can arrange you a replacement via warranty. I even copied the Amazon policy and the buyer wasn't having any of it, as it states after 30 days the issues are resolved via manufacturer warranty support for repair/replacement but obviously the buyer didn't want this because their item wasn't faulty, they're just bored of it now black Friday has rolled around.
Customer declines the replacement stating the issue will still be on the replacement and that won't solve his issue (contradicts their being a fault if the issue will be the same on a new replacement?)
They pushed back insisting I should give them a full refund, we offered them a partial refund if they wanted to return the order since it was out of policy and had been 2 months since they ordered and clearly wasn't a defect if a replacement was going to have the same experience for them.
The buyer then went to open a return and (i think) accidentally closed it claiming the item was defective. I was expecting them to open another return request.
The buyer didn't go to open another return request, and we didn't get a chance to accept the first return request (which was logged by Amazon as "OUT OF POLICY" so needed manual approval despite being "item defective" reason code.
buyer has now opened a A to Z via Customer services, and...reason code "Package did not arrive" !!!
This is complete nonsense that customer services have to manipulate the reason code to help buyers get full refunds.
We have not had a chance to accept the return request (even though on policy we shouldn't have to) but we would have done, the buyer has skipped that step and gone straight to A to Z and now I've had to put a jumbled up response because I am defending his false damage claims AND defending the BS that they do have the order and delivery dispute is not even in the question.
Is there any more I can do to stop the buyer getting an automatic refund and keeping a high value item. If the buyer had opened a return and left it open we most likely would have accepted it and dealt with the refund after getting the goods back but now the goods are still with the buyer, they've enjoyed them for 2 months with not a word of complaint between the delivery date and today and now we're having to defend this A to Z for two grounds not just 1
6 replies
Seller_ZJhFeE3tNKzfh
I would respond to the a-z with the details of the delivery (issue 1 here is amazon tend to expect a signature) but also include all the details of the messages from the buyer which does show the customer received the item.
Note that the a-z has been opened in bad faith, you were attempting to follow Amazon policy and UK selling laws, offering a repair/replacement in line with teh law.
If you lose, you stil have the option to go through managingdirector@ email and then small claims.
Seller_IQo80d99W2DzP
I'd include a PDF or JPG of Proof of delivery.
Include screenshot of delivery photo (item handed to Buyer, etc), signature, link to courier website.
Amazon like Proof of signature, so clear screenshot.
GPS information and Google of Buyers home, showing address + booking or anything from courier to prove address.
Also quote time/date of Buyer emails showing issue, so they must have received item.
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?ref_=hp_left_v4_sib&nodeId=G201953670 - 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.
Let us know how you get on.
Seller_O3Rxhx3FWeyY0
The Customer has admitted receiving the goods in the first line of your question. The customer has contacted us today saying they are not happy with the item. The A-Z has been raised on Package did not arrive. This A-Z should be closed by Amazon as its not a true claim. Send proof of delivery to Amazon to show delivery. Also state when the item was purchased and that there has been no contact within 2 months stating the item is 'faulty'.
Seller_vNGUliyBfm8re
just a quick update to all its been 6 days since A to Z raised and still "under review"
The buyer has NOT returned the goods, not contacted us back to multiple polite mails from 6 days ago and no updates from Amazon..
Seller_vNGUliyBfm8re
Just wanted to update everyone that we got a decision on this A to Z from Amazon.
CLAIM DENIED!!! (i.e. no refund to customer awarded at all) 🙌👏👏👏 Really happy to see Amazon sticking to their own policy for marketplace seller not just themselves. Really good result Amazon well done! and thank you to all for your help.
