Return from customer
So we sold a DC to DC charger to a customer, he was doing a van conversion and purchased this to charge the battery from the alternator. The customer called our help desk with questions about his VEHICLE and not about the product he bought from us. As we are not a garage or Auto electrician, the guy was not satisfied with our feedback, so wanted to return the goods to us, which was fine, he used the Amazon courier EVRI and did everything through Amazon for the return. He kept requesting a refund and we explained that this was all done through Amazon, however until we received the goods we couldn't press the button to Authorise. The tracking he provided us was stating that the parcel had not been collected, however the guy insisted he dropped at a local post office collection point. So he then starts an A to Z claim and Amazon pay out, the guy has now had his refund and despite our claims we are not only out of pocket for the sale but also out of pocket as the item has not been returned. I have now received today that Amazon have upheld their A to Z decision to refund the customer and say that we should CLAIM FROM OUR COURIER, its not our courier its Amazons Courier they have arranged all of this not us. So how do i get anything from Amazon, you cannot speak on the telephone to anyone, just not interested in supporting the sellers...
Return from customer
So we sold a DC to DC charger to a customer, he was doing a van conversion and purchased this to charge the battery from the alternator. The customer called our help desk with questions about his VEHICLE and not about the product he bought from us. As we are not a garage or Auto electrician, the guy was not satisfied with our feedback, so wanted to return the goods to us, which was fine, he used the Amazon courier EVRI and did everything through Amazon for the return. He kept requesting a refund and we explained that this was all done through Amazon, however until we received the goods we couldn't press the button to Authorise. The tracking he provided us was stating that the parcel had not been collected, however the guy insisted he dropped at a local post office collection point. So he then starts an A to Z claim and Amazon pay out, the guy has now had his refund and despite our claims we are not only out of pocket for the sale but also out of pocket as the item has not been returned. I have now received today that Amazon have upheld their A to Z decision to refund the customer and say that we should CLAIM FROM OUR COURIER, its not our courier its Amazons Courier they have arranged all of this not us. So how do i get anything from Amazon, you cannot speak on the telephone to anyone, just not interested in supporting the sellers...
3 replies
Seller_ZJhFeE3tNKzfh
It should have been Refund at First Scan - however if the tracking of the Evri label doesn't even show an intial drop off - then that shows no evidence the customer has even started the return. If there was even one scan on the Evri label - then amazon are correct there, the policy is to refund and then claim via the courier.
Appeal the A-Z again with that proof - that the Return Tracking doesn't show the return has been started. If they still wilfully ignore the evidence, go to managingdirector@amazon.co.uk You'd then be looking at Mediation or a Letter Before action if you are still having no luck.
Seller_V6DKYyRKqyUtD
Ever too often we hear of sellers complaining that customer get refunded dishonest customers and the return item was either not sent back nor received. Amazon is at liberty to do this because they collect our money take their portion and give seller the what left. They continue to arbitrarily refund even if a customer do not request a refund because Amazon
1. Is not the one loosing
2. They still collect their fulfilment fees even if an item is refunded or return.
The only way this unreasonable practise will stop is if the Government get involved to breakup this practise. And either force Amazon to refund sellers there fulfilment fees once return and refund is requested.
