FBA buyer filed court case against us due to not getting refund
Hello fellow sellers,
I'm facing a challenging situation and need some advice. A buyer recently filed a money claim against us for nearly £500. The item was fulfilled by Amazon (FBA), and the buyer returned it. However, Amazon did not automatically process the refund. We manually refunded the buyer, but shortly after, the buyer's Amazon account was supposedly suspended. They paid using a gift card and claim they haven't received their money back.
Amazon has confirmed that the refund was processed and the transaction is reflected on our account. However, they also stated that they cannot reverse the refund.
We can't afford to refund the buyer nearly £500 and also be liable to pay them through the court system. What steps can we take to resolve this issue? Has anyone else experienced something similar?
Thanks in advance for your help!
FBA buyer filed court case against us due to not getting refund
Hello fellow sellers,
I'm facing a challenging situation and need some advice. A buyer recently filed a money claim against us for nearly £500. The item was fulfilled by Amazon (FBA), and the buyer returned it. However, Amazon did not automatically process the refund. We manually refunded the buyer, but shortly after, the buyer's Amazon account was supposedly suspended. They paid using a gift card and claim they haven't received their money back.
Amazon has confirmed that the refund was processed and the transaction is reflected on our account. However, they also stated that they cannot reverse the refund.
We can't afford to refund the buyer nearly £500 and also be liable to pay them through the court system. What steps can we take to resolve this issue? Has anyone else experienced something similar?
Thanks in advance for your help!
22 replies
Seller_76AUwmqvSyRIM
Sorry to hear this.
I know this won't be a helpful comment to you, for which I apologise, however for other sellers that may also be tempted to refund an FBA return themselves instead of letting Amazon to deal with the refund - DON'T.
This is 100% Amazon's responsibility and refunding could easily lead to such issues and many others.
Similarly, never refund if an A to Z is raised. Always let Amazon handle it, even if you believe that a refund is justified.
Seller_mS10UjVYuuGor
That sounds like someone trying it on to see if you also refund them. If the buyers account has been suspended by Amazon there is no bigger red flag that something is iffy about that account.
If you already have proof that you refunded them via Amazon (in writing from Amazon) you just need to present that evidence to the money claim. They paid Amazon not you so really any case they may have is against Amazon.
Gift cards have no monetary value so I suspect the person was trying to use up the gift card and be refunded in cash using your item as a vessel to achieve that.
Seller_ae51e0CJoHqCX
Their issue is with Amazon and not you. If Amazon have suspended their account then that is between the buyer and Amazon.
I wouldn't sweat this one, just send the documents back saying you intend to defend the claim. You would then defend it based on the fact that you were not responsible for the physical transaction and have not enetered into an agreement with the buyer. It is Amazon who has entered into the agreement, you are just merely the supply.
At the end of the day, you don't have the money and you did not do the transaction. If Amazon have got the money it will be down to the buyer to chase Amazon for it.
They are supposed to go through Amazon for all of this anyway. The whole purpose of FBA is that you are not supposed to get involved. You are protected from A-Zs etc and can make safe-T claims if things don't work out.
Seller_HuhP221NahSdW
Don't refund let Amazon do it as per other messages - if it is FBA their contract is with Amazon
Seller_V34vA9hfLDvlc
just refer them to amazon customer services as thats what fba is for
Seller_iXZKquHWWOxpH
Paying via Gift card and also having there account suspended seems highly suspicious to me.
With regards to claim they say they have filed how have they done this? Have you received anything via the post?
Seller_l9DWGFvAaJQ2I
For this value, it'll be through the small claims court.
A judge will always read both sides of the argument before deciding whether to actually hear it in person.
The thing to remember (I've been to small claims twice before) is to only deal in fact, no hearsay or 'maybes' whatsoever.
And any facts you deal with back up with evidence.
Also, only fight your battle. As other have said, anything between customer and Amazon is nothing to do with you, so step aside from it, and show evidence why you are not getting involved with it.
Add that to the refund already happening and it might get thrown out before it starts, or Amazon may be forced to get involved.
Also, ALWAYS remember that if it goes to small claims, and it goes in your favour, you can ask the customer for your expenses for the day (travel, time off work etc). That is a mighty satisfying whack in the plums to finish the day with!
Seller_RAXEWLxQ2dbmN
Have they actually gone through the courts or are you simply taking their word for it?
It takes a lot for Amzon to suspend a buyer account so it's most likely this buyer is up to something dodgy and you would think they might not want the law involved if that is the case.
Seller_IQo80d99W2DzP
As others have said, as you have refunded, it is up to the Buyer to take Amazon to Court, if Amazon will not allow them to use the refund amount against another item, to purchase.
If their Amazon Buyer Account is Suspended, that is their problem, not yours. It sounds like a problem Buyer for Amazon to ban sales.
Agree to Mediation. Judges like that you have tried and said ok. It takes many hours usually to win, but a great feeling when you do. (Copy of every email, every document, etc).
Defend it well that you refunded, and the Buyer paid Amazon and not you, and you refunded by the same method as they paid for, eg Amazon Payment System.
It would be great to update us all when you get a result.
