A buyer bought an item from us, which comes with a carry bag as an accessory to the main product. The handle on the carry bag broke so we have offered:-
a. Replace the bag free of charge (they sent photos to prove the damage), next day shipping.
b. They return the item and upon inspection we would refund full cost, if the main product has not been used, otherwise if there is wear and tear (rather than shipping damage) we would probably only consider a partial refund. There is no damage to the main product, just the accessory.
They are refusing point blank, and want a full refund (now via an A-Z claim) before they even send the item back, they want us to send a courier to collect at our expense.
To make this easy to understand, it's a bit like buying a new phone and the charger lead is defective and even though we offer replacement part they want full refund and shipping costs.
Where do you fellow seller think I stand, never dealt with an A-Z before so any advice would be very helpful. We have sold 100's of this item with a very low return rate.
Imagine buying a laptop with a laptop bag and the handle broke on the bag, do you think that you are in your rights to send the whole thing back for a refund? or just have a replacement bag. I'm not sure on the specifics of the law, or amazon policy on something like this. I have a suspicion that I may being used with the protection of A-Z as a free rental service.
2 further questions.. If anyone would be so kind.
If we do do the full refund and the product comes back used, or it doesn't even come back at all (Amazon are saying should refund even before receiving the returned item). Where do we stand on this? Can we open a counter claim?
Also, what would be the best way to approach this (assuming we do the full refund and postage) without the A-Z effecting metrics (i.e. get the A-Z reversed).
Many Thanks Again
A-z claim appears to remain regardless these days.
Normally when a buyer provides photo evidence of damage, it's to avoid the need to return, but having confirmed the damage via photos, a return is at your cost, it can't be a change of mind if damaged?
A refund should only be made once it's returned, but if Amazon view you may be trying to avoid return/refund they may just refund on your behalf, so important you accept return and confirm you will refund the full cost paid, plus buyers return postage cost on it's return.
I didn't request photos nor did I refuse any refund, just asked them to send it back and we would issue refund appropriate. (* Note these products are abused as free rentals and return, more so on the bay than here for people using them for a weekend then returning).
Why they should do this I don't know, I have had many conversations with satisfied customers on how shocked they are that to buy a quality product like ours brand new is cheaper than renting an inferior product for a week or so.
I was just indicating to the buyer that if the product had been used the refund would be appropriate or they could get a replacement bag..... next thing they start chanting trading standards and an A-Z comes through.
If it comes as standard, then the item is faulty. You have given the options expected, but the buyer sounds unreasonable.
So you will have to accept the return and pay the return costs. If the item has been used though, you are within your right to not fully refund the item
The issue is currently being resolved with the buyer, just have to wait a few days now to see if the return turns up at our warehouse and if Amazon wield their axe on my metrics.
Once again, many thanks all.
I would advise have the item returned at your expense and simply issue the refund. The moral of the story is that Amazon will rarely back you up as a seller even if you are right.
So if all being said and done is true, we should get the item back early next week and then we can look at a refund. Exactly what I asked them to do in the first place, just they decided to use A-Z to do what I already asked them to.
We never rip people off, our ratings prove that, even to the point on our higher value items we send an engineer to the customer even it is a case that they are confused of how to use the product, and that could involve 3-4hrs on the road with a van load of tools and parts and replacement products if needed (although this is very rare).
Well I hope i dont get stung by amazon too much, time will tell, the wheels are in motion now.
I don't want to put any more water on your fire here, but paying for the return shipping is, or at least should be your company standard, asking an upset customer to pay the return cost is probably asking to much, you have very little chance of winning on an A-Z which if you don't do anything about Amazon will, then penalise you for it, plus you may well get hit with a negative feedback, the customer will always win out, there is little or no protection for the sellers when it comes to rights, I know how cheezed off you will be feeling as no one likes an A-Z claim but Amazon make the rules, and we are expected to obey them, I wish that I could say what I really would like to say but I can't or I will lose my forums priveleges or be closed down so take it from me, everyone is on your side where sellers are concerned with the exception of perhaps one or two but in the main listen to what people are saying then make your choice, refund verses A-Z that you can't win, or Negative feedback and a successful A-Z, I know what I would do in your case as much as it hurts, just do what you don't want to do, then move on, working on last years losses you can recover the losses by putting up prices.