posted on March 13, 2001 06:32:12 PM new
I had a customer contact me tonight saying the merchandise was damaged. She says this is the second time she has notified me. This is the first I heard. I immediate write back to her and ask what is wrong with it. Two minute later she files a A-Z claim. It is not clear to me what I am supposed to do at this point. What if she never emails me back is there a way to phone her? Does Amazon do anything to sellers when claims are filed.
Thanks.
posted on March 14, 2001 01:38:10 PM new
I have had two claims, both with different results.
One international customer did not send proper postage. I invoiced her for the balance. She never paid me, so the item was not shipped. She applied for the A-Z guarantee, Amazon contacted me. I explained what happened, wrote to the customer, sent a copy of the invoice. She still did not pay. After a few weeks Amazon charged my account. I did not mind as I did not ship the material. I wrote it off as a language barrier.
Second instance was customer claimed they received the wrong CD. I wrote to them and said simply return it for a full refund + postage. If I make a mistake, I do pay the postage. Customer refused to return the CD! Kept insisting that I give them a refund and they would keep the CD! They applied for an A-Z refund. I wrote to Amazon, attached a ton of e-mail to them, and told them that if the cusomter returned the CD I would give a refund. Amazon did not do a charge back here. If they had, I would have seen red as this one smelled "fishy".
posted on March 14, 2001 02:36:40 PM new
Thanks. We'll see what happens as Amazon has already contacted me. I had two other instances of customers that bought bought videos, received it and then said that they already had that one or thought it was something else. This was all through the Marketplace and nothing was mis-represented. I told them if the video is unopened, they could return it and I would refund their money. One lady got irate when I told her this even though this is the same policy that most major stores have. Neither one ever filed a claim or left feedback so I guess I may have been lucky.
