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Amazon Market Place - Am I being unreasonable?

iMattiMatt Registered User regular
edited November 2009 in Help / Advice Forum
Ok - just wanting to get peoples opinions on this situation.

Back on September 5th I sold a copy of UFC 2009 on the UK Amazon market place. The buyer had mailed me prior to purchase to ask how quickly I could ship the item. I told him that I was at home that day so if he bought it there and then I could post it that afternoon. So he did - and I posted it that afternoon.

I hear nothing from the buyer until yesterday (10 weeks later) and I get this email:

To Mattdx

due to the condition of the game you have supplied to me and the date of which i have received it i wish to have a full refund as soon as possible. Please write back as soon as possible

Regards
Pav Gill


I then reply with:

I'm not quite sure what you mean.

You bought this on the 5th of September.

Did this just arrive today? If so I find it hard to believe that you have not said anything before now about it not arriving.

What is wrong with the condition - it was like brand new when posted.

Matt


Surely if this had actually arrived 10 weeks later he would have said something before?

His next reply is:

To Mattdx

There are cracks on the game disk so the game doesnt read so may i please have a refund please. Please reply

Reguards
Pav Gill


Now if he's had the game for 10 weeks why was this not mentioned earlier? So I reply with:

Ok - I'm slightly confused here.

This game was sent out 2 and a half months ago. You bought it Friday morning and I posted it that day. I did not hear anything from you in the last 2 and a half months which leads me to believe that the game has been yours for 2 and a half months. To suddenly mention cracks in the disk this late on makes me think they have happened while you owned it. The disk was perfect when I sent it!

Due to the length of time that the disk has been yours I will not be able to issue you a refund.

Matt


Am I being unreasonable?

iMatt on

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    QliphothQliphoth Registered User regular
    edited November 2009
    That sounds pretty reasonable. Also can you check with the postal service when it was delivered?

    Qliphoth on
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    mooshoeporkmooshoepork Registered User regular
    edited November 2009
    He sounds like an idiot. Ignore him.

    edit: seriously, you don't buy something, realise it's broken, wait 2 months and THEN deal with it. Wtf is that?

    He probably broke it himself.

    mooshoepork on
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    RhinoRhino TheRhinLOL Registered User regular
    edited November 2009
    Yea, sounds like he's hard up for money or bored with the game or whatever.

    Don't refund.

    At worse, he'll take it up with Amazon's Refund Policy. They'll contact you. Send them your side of the story. HIGHLIGHT the fact it's taken him so long. They should side in your favor.

    Rhino on
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    iMattiMatt Registered User regular
    edited November 2009
    My gut feel is he wants some cash to buy MW2 and has decided to try his luck at getting a refund!

    iMatt on
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    LadyMLadyM Registered User regular
    edited November 2009
    Are you in the US shipping to the UK, or in the UK shipping to the UK? If you're in the US, what shipping method did you use? Global Priority Mail is guaranteed to arrive quickly, while air mail is the shipping lottery. It can take five days for a package to arrive, or five weeks. Recently everything I've shipped intercontinentally has taken an average of four weeks to arrive.

    It's worth noting that the UK had postal strikes recently, which slowed their mail. I know some sellers/buyers who have been complaining about particularly slow shipping to the UK recently . . . One person didn't receive a package until 9.5 weeks after its shipping date, so 10 is completely possible.

    The amount of time it takes for the mail to arrive isn't your fault (although it's a good idea to alert buyers of how long air mail can take if you use it . . . most will choose to use it anyway due to the high cost of Global Priority), but if it were me I would ask to see a picture of the merchandise and, if at all possible, the packaging it arrived in. If it were indeed cracked and the packaging showed signs of crushing, I would issue a refund or offer to send an additional item to make up for the loss.

    Which is not to say you should be forking over refunds at the first hint of a dispute. But you should be investigating to find out if the buyer's gripe is legitmate.

    LadyM on
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    iMattiMatt Registered User regular
    edited November 2009
    UK shipping to UK.

    My concern is that he hadn't mentioned that it had never arrived. If I had bought something and it hadn't turned up after 7 days I'd be mailing the seller - never mind 10 weeks! And after his initial email where I asked if it had just arrived - he didin't respond or mention that again!

    iMatt on
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    LadyMLadyM Registered User regular
    edited November 2009
    Ah, okay. In that case I wouldn't refund; even with the strikes I can't imagine it taking that long.

    LadyM on
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    GothicLargoGothicLargo Registered User regular
    edited November 2009
    LadyM wrote: »
    Are you in the US shipping to the UK, or in the UK shipping to the UK? If you're in the US, what shipping method did you use? Global Priority Mail is guaranteed to arrive quickly, while air mail is the shipping lottery. It can take five days for a package to arrive, or five weeks. Recently everything I've shipped intercontinentally has taken an average of four weeks to arrive.

    As a general rule, I always advise people to use FedEx or UPS if they're shipping internationally. For the countries they do provide shipping to, they typically do a better job...

    You're not being unreasonable but you need to be dang sure you document the condition of stuff before you send it, and use package tracking and delivery confirmation to make sure you know when things actually arrive.

    Interesting note... did you know the USPS subcontracted out all of its air shipping to FedEx? So when you pay for Express Mail, what you're actually paying for is FedEx First Overnight.

    GothicLargo on
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    GoodOmensGoodOmens Registered User regular
    edited November 2009
    iMatt wrote: »
    UK shipping to UK.

    My concern is that he hadn't mentioned that it had never arrived. If I had bought something and it hadn't turned up after 7 days I'd be mailing the seller - never mind 10 weeks! And after his initial email where I asked if it had just arrived - he didin't respond or mention that again!

    You could have walked it from Land's End to Scotland in 10 weeks. It didn't take that long to arrive. Contact Amazon and let them know what's going on.

    GoodOmens on
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    ImprovoloneImprovolone Registered User regular
    edited November 2009
    Amazon is pretty fair dealing with issues. You might want to be pre-emptive and tell them first though.

    Improvolone on
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    DogDog Registered User, Administrator, Vanilla Staff admin
    edited November 2009
    You shouldn't have a problem barring him from getting a refund.

    In the future, though, make sure you get delivery confirmation.


    Either way, the time limit for returns has passed by a very large amount.

    Unknown User on
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    EggyToastEggyToast Jersey CityRegistered User regular
    edited November 2009
    This is from Amazon's UK page:
    If you receive an item that is different to what was described, or that is clearly in worse condition than indicated, please contact your seller directly to report the defect or damage within 14 days of receiving the shipment. You should be able to reach an amicable agreement with one another. If necessary, you can return your item to the seller for a refund. If you need to return an item due to a fault on the part of the seller, you can request that the seller also reimburse you for return postage costs, however please bear in mind that the seller is only obliged to refund you the total cost of the order in these circumstances. To be eligible for a refund, you must contact your seller within 14 days and you will need to return the item to your seller in the same condition you received it within 30 days of shipment.

    Please note that items purchased from Amazon Marketplace sellers need to be returned directly to the seller and not to Amazon.co.uk.

    If the item you purchased is a software title, your seller may refuse to accept the return if the item is not defective, damaged or different than described. When writing to the seller to arrange for its return, please be as descriptive as possible regarding the problem with the merchandise.

    As with the Amazon.co.uk retail returns policy, there are no returns of large items more than 14 days after delivery.

    This returns policy does not affect your statutory rights.

    Except as described under 'Refunds' below, shipping and handling charges for returning Marketplace items are borne by the buyer. To ensure the safe return of the merchandise, we suggest that you return any item valued at over GBP 40 with a tracking number such as that offered by Royal Mail Recorded Mail service. If the order is valued at GBP 50 or more, we suggest that you insure the shipment for the value of the merchandise. Find more information below on how your refund will be handled.

    He would have to return it to you first. And regardless, it's well after the 14 days (even the 14+30 days). The statutory rights means that he could still sue you, but you're under no obligation to refund the dude's money sight unseen.

    EggyToast on
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    DeebaserDeebaser on my way to work in a suit and a tie Ahhhh...come on fucking guyRegistered User regular
    edited November 2009
    You're actually being quite reasonable and levelheaded.

    Personally, first stop I would have asked him for photos basically requiring him to scratch his own disc or give up the scam. Then I would have called him a liar.

    Deebaser on
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    iMattiMatt Registered User regular
    edited November 2009
    Thanks Eggy - that was the silver bullet I needed!

    iMatt on
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    ImprovoloneImprovolone Registered User regular
    edited November 2009
    I like the picture idea!

    Improvolone on
    Voice actor for hire. My time is free if your project is!
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    Shoe-EaterShoe-Eater Registered User regular
    edited November 2009
    the other thing to keep in mind, he may try and send back another disc that is scratched/damaged and keep your original disc.

    If you ask for pictures, you might want to ask that he include a picture that clearly shows the damage & serial # on the disc(in the same picture). tell him this is so you can compare to pictures you took before you sent it out(even though this may not actually be the case, it might be enough to call his bluff)

    Shoe-Eater on
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    DogDog Registered User, Administrator, Vanilla Staff admin
    edited November 2009
    The picture route is just going to draw out the process. He's outside of the limitations for returns, no need to take it anywhere past that.

    Unknown User on
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