@tedi_stor (Tedi store) posted a new topic, subject "Buyer request to return the item after 30 days return policy". It read:

   I have a buyer who requested to return the item she purchased from saying that it is defective. But the problem is that it has been 59 days since item was delivered to her. I just start selling on Amazon and i want to proceed with this matter carefully as i do not want to get negative feedback. Will the customer win if she files a-z claim with Amazon.

So @Strike3 (Strike 3) replied

    Welcome to the wonderful world of being a new seller on Amazon. You will have to handle this differently than we do. At this point we can withstand bogus claims, or claims for issues like this because we sell enough.
    
    Amazon policy says buyers have 14 days to report a problem with their order and 30 days to return the item. The problem is the only people who have to follow Amazon policy is you as a seller. Amazon and buyers don't have to follow this policy and can get around it.
    
    Likely because it has been 60 days the buyer won't be able to file a claim unless they call customer service who can override and likely will file a claim because they don't know what they're doing. Then if you are out of return policy windows Amazon may either fund the claim themselves to keep a happy buyer or deny the claim
    
    If Amazon denies the claim it will not affect your account. If Amazon funds the claim themselves you will not lose any money but the defect will stay on your account. If 1% of your orders have defects this can lead to account suspension. In other words less then one of every 100 orders can have a defect. You need to decide is it worth it and do you have a buffer to handle it.
    
    The next problem is let's say you have room to take and A-Z claim. What happens if tomorrow a random buyer who you have no idea even has an issue opens and A-to-Z claim. This happens and you cannot prevent it sometimes. These can be opened for many reasons that are not her fault. Simple issues like the husband received your package that the wife ordered and forgot to tell her and she opens and item not received claim hastily.
    
    The trick is when looking at your account and judging if you can handle the claim I've always looked at it as can I handle three or four claims. This prevents any issues should random unexpected claims arise that you could not prevent.

So @rpgregory64 (rpgregory64) replied

    Not really enough information - what was the item? If the item was electronics and you listed the item as new then you should refer the buyer (and assist) with warranty coverage of the item. If you listed the item as new and the manufacturer has it set up so that NEW is only from authorized resellers (and you are not one) then you need to authorize the return and refund in full.
    
    Amazon states that NEW electronics must have the manufactuers warranty intact. Lynne

Then @somethin (Something New Every Day) said

    What was the item in question?
    
    Buyers have 90 days to file an A to Z claim and/or leave negative feedback, so if you deny the return those are possibilities. If the buyer files an A to Z claim, it's a toss up as to who would win. The buyer might if they make a convincing argument; the seller might if they their defense shows that the followed both the letter and the spirit of Amazon's rules/guidelines. The better question might be whether your account can handle the hit of an A to Z claim (though now, if you win the claim, it will no longer affect your metrics).

@CanadaRAM (CanadaRAM) replied

    Was it listed as New or Used?

After which, @tedi_stor (Tedi store) added

    The item was a yamaha receiver. I have contacted the buyer and given her the contact number to the manufacturer for assist regarding the defective item since the item is covered by manufacturer for up to 2 years. I do not mind to actually suck it up and accept the return except that the item is priced almost $300. So far i have made about over 400+ sales in 3 months and have only 1 problem because customer again wanted to return the item. But this time he wants to return because he decide he did not need it anymore and it has been over my 30 days return policy. So i rejected it but he left me a bad return dissatisfaction rate. Well i hope this do not affect my ratings. Thank you guys for answering my questions.

To which @tedi_stor (Tedi store) replied

    The item is listed as new.

Then @CanadaRAM (CanadaRAM) said

    Are you an authorized Yamaha consumer electronic dealer?

Then @CanadaRAM (CanadaRAM) said

    What Lynne said:  
    >If you listed the item as new and the manufacturer has it set up so that NEW is only from authorized resellers (and you are not one) then you need to authorize the return and refund in full. Amazon states that NEW electronics must have the manufacturers warranty intact.
    
    I would guess you are not an authorized dealer, which means the item should not have been sold as New on Amazon as it may not have full manufacturer warranty. In that case a prepaid return waybill should be sent to the customer and a full refund given
    
    Yamaha.com  
    Warranty
    
    "It is important that you purchase your Yamaha audio and video equipment only from an Authorized Yamaha Dealer. Yamaha's Authorized Dealers are knowledgeable sales professionals, qualified to assist you in selecting the equipment that is right for you and to instruct you in its proper installation, set-up and care.
    
    Warranty Information
    
    _It is our policy to honor warranties and perform warranty service only on products purchased from an Authorized Dealer_. If you purchase from an unauthorized source, our product warranty program will not be valid. To learn more about the Yamaha warranty program, choose from the links below:"

@system (system) replied

    


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