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Y. Y. vs. Amazon.Com (Seller Services)
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Amazon.Com (Seller Services)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 6195237
    • Amount Involved: 535.48
    • Filed On: Nov 29, 2012
    • Posted On: Dec 10, 2012
    • Complaint(s):
      • Problem with a service
      • Contract / Agreement / Promise dispute
      • Customer service runarounds
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Statement of Claim
Claimant says:
"I am a seller on amazon. Basically I found a deal on google, and wanted to make some money by selling it. So I put it on the amazon. Then when someone bought it, I ordered a nexus 7 on and shipped it directly to the buyer. (Order 104-1969409-1780231). The buyer wants to return it to me because he does not want it anymore. I told him not to open the box, and he can return it before Nov 15th. ( As is clear from the google terms, I can return it within 15 business days.) The buyer says "nevermind, he will sell it to someone else".
Ok, here is the surprising part: On Nov 20th, right before thanksgiving vacation, the buyer claims that the product was a used one and if from grey market. And what I am doing is buying cheap, damaged products and sell it on Amazon. I am very angry with that, and contacted the amazon seller support immediately. They replied politely and tell me that I can provide evidence to the payment department by e-mail them at (which is the seller guarantee team).
So I immediately submitted the evidence (1. a receipt from google, which proved the product was shipped to the buyer directly;2. a reply letter from google support that "it is original new product";3. The shipping information.
When I check the states of the claim, it states "a team is investigate this issue".
However, there has been no reply ever since. On Nov 22nd, I received an email from the guarantee team (A-to-z guarantee team) stating that I must provide the address and I will refund the money. I wrote back to them stating my point that the product is not defective and is original, providing evidence in the email and tell them to contact me. Meanwhile, I submitted another request (with all evidence) on the same issue to seller support, and they replied by stating that another team will work on that.
No one from them has contact me since then. Then on Nov 28th, they suddenly charged me and refund the buyer, stating simply that the buyer's claim was approved without giving explanation.
I am amazed right then, and contacted the seller support again, an automatic reply comes, stating that "another team is dealing with this". Then the A-to-z gurantee team wrote back to me, stating that they cannot do anything because I did not replied their email on Nov 22nd. I wrote back stating that they are neglecting evidence I provided, and I provided the evidence to both of the two teams (a-to-z seller guarantee teams and seller support teams). Also, I submitted a request to the seller support team about this issue again.
A few hours later, the seller support team suggest me to provide information to the a-z seller guarantee teams. Meanwhile, the a-z seller guarantee teams reply to me that they did not receive any response from me.
I get totally upset, then I wrote back to both of the teams, providing the exact time (precisely to seconds) and email address to prove that I did reply on Nov 22nd. Then they still insists that I did not reply. In my next email/request, I screenshot my exact replying email on Nov 22nd (which they insist do not exist to them) and attached to the emails/request I submitted to both teams.
And today, I got an email from a-z guarantee team, stating that " we did receive your email, but you did not provide a return address, all sellers must accept returns within 30 days."
What is this supposed to mean? Someone bought something from me, damaged it accidentally (or on purpose, who knows), and make up a reason and they will all be refunded??
Also, more importantly, in the whole process, nobody has ever told me this in any emails I wrote to them, they just stated I did not reply to their email, until I finally provided evidence that I did reply to them.

I am very discontented with the method they are dealing with me. And also, as you may see from the returning reason, my reputation was severely damaged because the reason is "I am selling a used, defective product". I cannot accept this. Each time when I asked in my request/email to forward this to the complaint department or someone who is in charge, this just ignored it."
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Additional Communication Between Claimant and Amazon.Com (Seller Services) Hide
  • Dec 28, 2012, Claiming party added:
  • This is totally two different things: 1st. If the buyer can get refund. 2nd. On what basis the buyer can get refund.
    To the first point, the amazon should state that "all sellers need to refund" clearly when they reply to my first message, instead of doing nothing but saying I need to provide evidence. Meanwhile, the customer service team insists they will investigate the case, but either of the team did anything. So their unclear response in the first few emails and their neglect of my statement results in my loss.
    To the second point, as I stated before, there is very clear evidence that the product is new and original from google. Issuing refund based on false accusation is totally unacceptable since it does great damage to my personal reputation. If the amazon need to refund, they should investigate the case and make clear that I was not selling "defective/used/damaged products" and the reason for refunding is simply because of policy "sellers should all approve for refunding within 30 days". This is totally different reasons, and the false claim is totally not acceptable.

  • Dec 28, 2012, Claiming party added:
  • Also, in all the process, I communicate with amazon providing solid evidence: 1. receipt from google showing that the product was directly bought and shipped to the buyer;2. the response from google that the products was original;
    And amazon purposely neglect my evidence and states" Amazon's investigation revealed no evidence the seller has engaged in any listing infractions, and concluded there was no evidence on either side whether the item was new or not" . However, they did not show any evidence that they investigate and asked the seller to provide evidence. This is totally ridiculous and unacceptable.
    Meanwhile, in none of the emails except the last one states that policy "sellers should accept all returns" and "the fact whether the buyers claim is true or not is not relevant". Amazon's duty is to make a fair market and take care of those stuffs, if there is such policy, they should state it in the first email, rather than let me wait for the so called investigation in which they did nothing and neglect all the evidence!

What Claimant Wants Hide
What By When How Much
1. Apology: An official apology for their poor customer service, for my loss of time and bad feelings in this case, (and they need to clearly check the evidence) clarify that the buyers claims was false, apologize to me formally (put it on their website, or meet me in person, or publish in newspaper). An Jan 25, 2013 N/A
2. Apology for all the A-to-z guarantee team who are involved in this case Dec 25, 2012 N/A
1. Compensation: The refund money to the buyer for the false claim Jan 15, 2013 $235.48
2. Recovery of Losses: My time wasted in this(12 hours*$25/per hour) Jan 15, 2013 $300.00
3. Other – Copy claim to regulators Dec 25, 2012 $14.99
4. Other – Pay for claim posting cost Dec 25, 2012 $7.99
5. Other – Physical delivery charges Dec 25, 2012 $2.99
Just make me happy!
Claimant invites Amazon.Com (Seller Services) to make a fair offer to resolve this complaint.
Cash total : $561.45
Non-cash: 2 items
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Hello from

    The buyer of this purchase filed a dispute with Amazon on November 21st, pertaining to a purchase made on October 29th. The buyer stated the item was not new as advertised and wanted to return the purchase.

    Amazon's investigation revealed no evidence the seller has engaged in any listing infractions, and concluded there was no evidence on either side whether the item was new or not. Amazon's investigation did reveal however that the buyer was within the 30 days in which all sellers are responsible for accepting returns.

    On November 21st we advised the seller of their obligation to provide us with valid return address to facilitate the return of the merchandise for a refund. The seller's response however did not contain the return information requested, and instead wished to debate the buyer's claim as to the condition of the item (new vs. used.) Whether the item was new or not at that point of our investigation was not relevant, as the seller was obligated to accept the return in either case.

    On November 22nd, we wrote back to the seller, informing them that their prior response was received, but lacked the return information needed to facilitate the return. We again requested they supply us with this information and they were provided a time frame of three business days to comply.

    The seller responded and stated they were unwilling to refund the buyer for this transaction. Unfortunately this statement is in violation of our policy. As we noted above, all sellers must be willing to accept returns within 30 days of shipment.

    On November 28th, after allowing the seller adequate time to comply with our request for their return information, and finding them in non-compliance with this policy, the seller's account was debited and the buyer was refunded. We were not able to arrange the return of the seller's merchandise in this instance because they were unwilling to provide the necessary information.

    All of Amazon's policies are noted on our website, within our seller help pages. As outlined in our help pages located at:

    "Can I refuse to accept returns?

    No, all sellers must accept returns as a part of doing business. Learn more about handling returns and refunds."

    As outlined in our seller help pages on the topic of A-to-z Guarantee claims, located at:

    "Failure to manage the return may result in a debit to your Marketplace Payments account if Amazon refunds the buyer pursuant to an A-to-z Guarantee claim, even if the item is not returned to you. You may also be held responsible if no response is received from you on an A-to-z Guarantee claim, or for declining to handle a return request that falls within required return policies."

    We found it unfortunate that the seller was unwilling to work within the constructs outlined within our help pages as they were required to assist with this return, and based upon their non-compliance with our multiple requests for assistance in the return process, they were deemed responsible for the buyer's claim without the benefit of return.

    After multiple appeals from the seller, we were compelled to cease communication with them on this issue, as our policies had been explained to the best of our ability.

    Thank you for your interest in

This claim will remain posted until resolved.

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