Amazon Customer Services LIED, proof
A customer registered a return request 2 months after purchase claiming the item was defective. When it arrived back we found nothing wrong with it but there was a note stating the item was too big, but it had clearly been used for sometime and was not in a new condition.
So I emailed the customer asking what was defective about it, and she replied ‘nothing’ just after a few weeks of use they found it was too big and wanted to return it.
So they called Amazon customer services to ask if they could return it as it was too big and that agent opened the return request for the customer and wrote the words ‘DEFECTIVE’ in the comments. That return request was then automatically approved.
I have spoken with Amazon and they do not seem to be concerned at all that their staff are openly lying in order to get around the system.
I am now stuck with a used item that is not defective and Amazon say I have to refund as they accepted the return even though it was opened with a lie.
So lesson learned today. Amazon approve the method of Lying in order to get around the system.
Noted. and understood.
Amazon Customer Services LIED, proof
A customer registered a return request 2 months after purchase claiming the item was defective. When it arrived back we found nothing wrong with it but there was a note stating the item was too big, but it had clearly been used for sometime and was not in a new condition.
So I emailed the customer asking what was defective about it, and she replied ‘nothing’ just after a few weeks of use they found it was too big and wanted to return it.
So they called Amazon customer services to ask if they could return it as it was too big and that agent opened the return request for the customer and wrote the words ‘DEFECTIVE’ in the comments. That return request was then automatically approved.
I have spoken with Amazon and they do not seem to be concerned at all that their staff are openly lying in order to get around the system.
I am now stuck with a used item that is not defective and Amazon say I have to refund as they accepted the return even though it was opened with a lie.
So lesson learned today. Amazon approve the method of Lying in order to get around the system.
Noted. and understood.
0 replies
Seller_drLRJgrBPnFBI
E-mail MD. E-mail address is somewhere in the threads
Seller_EJIX7rqDNQJi2
Who authorised the return? Was this a regular FBM sale or a SFP order?
Unfortunately, the Seller Support are right, since this was an “Out of policy” return, you shouldn’t have authorised it in the first place.
By approving the request, you agreed to refund the buyer once you receive the item back.
It doesn’t work like this that you accept a return for an order, which isn’t eligible to be returned and then refuse to refund, once you determine that nothing is wrong with the merchandise.
Authorised returns need to be processed in accordance with Amazon policies.
Seller_OD408ZNiEUfUp
I did not authorise it, Amazon did and even flagged at the side of it, Auto Authorised and out of Policy. Presumably this person at Amazon customer support did that also, I don’t know, but the fact the reason was ‘defective’ and written comment was ‘Defective’ when customer has told me, in writing, in Amazon, that the only reason she wanted to return it, was because it was too big.
So my issue is an Amazon employee lied, and the buyer has written as much but Amazon is doing nothing except telling me I have to refund her.
Seller_OD408ZNiEUfUp
I agree I should not have to, I think this should be Amazon funded, but so far all at Amazon cannot see anything wrong and just repeat because authorised I have to refund. I can refund just 50% and that will cover this they tell me, however it will piss off the customer big style and why should I even pay 50%, when this is an Amazon situation.
The point making to all out there, is watch out as Amazon customer services will lie
Seller_OD408ZNiEUfUp
Thing is Amazon have told me, I cannot send back, I have to accept as return authorised. The fact Amazon staff lied to get it authorised is not a concern to Amazon.
Spoken to the customer and she expects a full refund as Amazon told her she would get one if she sent back.
Amazon tell me the least I can do is refund 50% and even that might not stop an A-Z claim. If it goes to A-Z I can see them getting 100%.
I have complained to Amazon on messages and by phone and every time ignore the facts that their staff lied to get this authorised, but tell me I have to do it or if I leave it Customer will be refunded 100% by them from my account. So I am done whichever way around.
My issue though is the fact that Amazon customer services are telling and helping buyers to defraud sellers and they have no concern over that.
Seller_FnJT8GoodqsLT
i would then tell them you can make it available for collection as was sent back as defective and no defect present so is essentially a change of mind. what can they say it is them that are abusing amazons returns policy in order to get a refund. They want you to be out of pocket instead of them you shouldn’t be held accountable. it would be my guess that if an a-z claim was raised you should be able to defend it easily but i expect amazon will bow down and refund out of their pocket
Seller_OD408ZNiEUfUp
Thank you for your comments, but the fact remains, Amazon will not let me return it, Customer is expecting a Full refund and Amazon do not care that Customer service agent lied in order to get around the returns authorisation for this customer. Yes I should be able to return it, but the customer did not lie. They were told by Amazon to return for a full refund. I cannot do as Amazon tell me, refund just 50% for the same reason. I can only sit, wait for either Amazon or customer to open A-Z and then take my chances, as limited as they are but better odds than I have now
Seller_AYAgrDtnEc5Pc
Correct Information is here: https://www.gov.uk/government/publications/consumer-rights-act-2015/consumer-rights-act-2015
Quote:
…‘They’ll know that they can get a repair or replacement if they discover a product is faulty more than 30 days after purchase/delivery. Of course, this only applies if the product was supposed to last longer.’… (customer actually does not have the right to a refund after six months if product can be repaired or replaced)
In brief… (Citizen Advice):
Of course we do have the ‘grey area’ of expectation of how long a product should last. Which is a whole different thing. E.G a pair of mid range priced jeans (£40-50) 6 months with regular every other day wear, High price range (£90+) 2 years+. Consumer will spend £15 on a pair of jeans & expect them to last as long as an expensive pair 
Seller_KQwXr5kY5oIPO
We had a similar situation a few weeks ago, a customer bought an electric BBQ grill and after 6 weeks claims it stopped working, they opened a return request as defective which we authorised, the item was recived back in a disassembled state, just thrown loose into a an oversized box with no padding and the grill heating elements and cooking grill were coated in old melted fat and burnt on food. The unit was tested and worked perfectly without issue, we advised the customer and provided photo proof of the unit working and offered to send it back to them. The customer refused and demanded a full refund, we refused the refund on the grounds there was no defect and again offered to return the unit to the customer who promptly opened an AtoZ which Amazon then refunds in full against us. All appeals have been denied.
Seller_lYb5ukzHwXTTC
Amazon do as they want.Sellers are just being played with.
