Amazon.com Resolution: You HAVE To Take Returns

[F1mom]

Here's the final result of a buyer's AtoZ claim against me direct from Amazon.com (italics and bold are mine).

Hello from Amazon.com.

Thank you for writing to Jeff Bezos regarding the A-to-z Guarantee claim for order 103-3659834-4350622. Jeff received your message and asked that I respond on his behalf.

I have reviewed the claim in question and found that the buyer did file a claim on June 2nd, 2011 because you refused to accept a return when they contacted you on May 18th, 2011.

It appears that you responded to the buyers request for a return with the following information:

"XXXXX, I'm really sorry you didn't like them but I'm not able to take any returns. I'm a private individual selling off unused items."

I suggest you list them on Amazon.com Marketplace. You might even turn a profit since the DVDs are in great shape.

[Me]"

Please understand as a seller on the Amazon.com Marketplace you are required to accept returns for up to 30 days, which includes remorse returns as well.

As you refused to accept a return the buyer filed a claim, however they did not withdraw the claim the same day, there was an error in the way it was filed and it was closed in error. The buyer informed the claims department that the claim was not supposed to be withdrawn so it was reinstated and we requested information that was needed to complete the claim.

Unfortunately you did not respond to the email we sent and you were held responsible for non reply.

I am willing to make a onetime exception in the case as the claim did not go through the normal process due to an error in filing it, however in the future we would ask that you review the Marketplace return page to familiarize what returns you must accept when selling items on the Amazon.com Marketplace.

http://www.amazon.com/gp/help/custom...&sr=1-9#return

Additionally, please note that once a claim has been closed it can be reopened at any time to be investigated and if we require more information from either party we do need it sent quickly in order to resolve the issue.

I am showing that we have not yet debited your Amazon.com Payments account for the order amount since the funds were not available. Therefore by changing the fault of the claim you will not be debited in the future for this amount.

Thank you for contacting Amazon.com.

---
[Automaton]
Account Specialist
A-to-z Guarantee Program

Thanks to the VFers who recommended I contact the CEO directly. It made all the difference in the world.

The chargeback to my Seller's account was reversed, the buyer got her money back and a nice expensive set of workout DVDs and Amazon.com continued to blame me for not taking the return in the first place even though my returns policy was clearly stated in my profile. I'm relieved to have the chargeback reversed, not particularly happy with the effort it took to make it happen and the general 'screw you' attitude of most of Amazon.com.

The moral of the story: take returns or else, even if the buyer uses your stuff and just doesn't like it or whatever. And no, it doesn't matter if you were away because of a death in the family, something Automaton conveniently forgot to mention in the reply email.

Since it was implied in another thread that I made up an Amazon.com claim and a death in the family for attention, I hope this resolves this issue. My sister's death in a motorcycle accident made the news in the DC/VA/MD area because it closed down the River Road exit on I-495 in Bethesda, MD on June 8, 2011.

Thanks.

[mle777]

I sorry about your sister (((hugs)))

[2ndgen]

Sorry about your sister. Hugs, also!

[upperwside]

So horrible that you had to deal with all of this during a time of pain! I am sorry and wish you well.

[counterclockwise]

Originally Posted by F1mom

Since it was implied in another thread that I made up an Amazon.com claim and a death in the family for attention, I hope this resolves this issue. My sister's death in a motorcycle accident made the news in the DC/VA/MD area because it closed down the River Road exit on I-495 in Bethesda, MD on June 8, 2011.

Thanks.

WOW, I am glad I missed that thread. I'm so sorry that you lost your sister, and that anyone would imply that. How awful, my condolences.

[CharM]

Thanks for the update. I don't sell on Amazon any longer, but I'd thought about doing so until I read your first post and now this update seals it. Yes there are honest people out there, but the scammers ruin it for everyone else.

[Buzzer]

Originally Posted by CharM

Thanks for the update. I don't sell on Amazon any longer, but I'd thought about doing so until I read your first post and now this update seals it. Yes there are honest people out there, but the scammers ruin it for everyone else.

I agree with this. I'm still so sorry for you F1mom & all you have been and continue to go through. Your last thread certainly changed how I view and participate on VF
I would never sell on Amazon, and DH has stuff listed on it (with his business) I told him all about what happened to you. Just stinks! Hugs to you!

[ldy_solana]

i still find it unfair that the buyer didn't send the product back. if she/he didn't like it, then why keep it? i kept your situation in mind when somebody emailed me about their dvd they brought (and have yet to return to me about whether she was going to send the dvd back for a refund). i am more aware and keep my eyes peeled and alert and will keep my affairs in order best of my ability so i don't have to struggle with what you went through.

[sunshower]

Originally Posted by ldy_solana

i still find it unfair that the buyer didn't send the product back. if she/he didn't like it, then why keep it? i kept your situation in mind when somebody emailed me about their dvd they brought (and have yet to return to me about whether she was going to send the dvd back for a refund). i am more aware and keep my eyes peeled and alert and will keep my affairs in order best of my ability so i don't have to struggle with what you went through.

i agree.

sheesh...Raina, i'm sorry this whole thing was such a nightmare for you.

[Lucky Star]

Hello Raina! (((Hugs)))
I've been thinking of you and am truly relieved for you that you got the chargeback reversed in this instance.

Wishing you the best, as always.