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Amazon.com A-Z Guarantee

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Amazon Seller doesn't want his camera back after A-Z Guarantee grant
Posted by on
Rating: 5/51
Hi,
I am a Buyer on Amazon. I've been searching for cases similar to mine because I don't know what to do with the new camera that belongs to the Seller, but is still with me! Please, let me know if anyone has a decent advice!!

I bought a new Panasonic camera on Amazon Marketplace, the price was lower and I was happy I found it. I live in the UK and thought that the item arrives from the UK as well. However, it turns out that the guy is sending it all the way from JAPAN! When the item arrived to the UK, I had to find out that in order to get it I had to pay Customs Charges, which weren't mentioned by Amazon. Anyway, I get my camera and it doesn't have English language menu, of course he didn't write that in the description. It turns out that cameras made in Japan have ONLY Japanese menu.

I am not a bad person, I contacted the Seller directly 3-4 times, telling him about the problems. He agreed to give me a refund when he receives the item back. After that I faced another problem, I needed a Return Label from him in order for my Customs Charges to be refunded at the UK Border Agency. He sent me his address, but come on, I get to pay the Return shipping costs, I don't get my Customs refund and I can't even be sure he gives me a refund after all.

So I contacted Amazon for help. I described everything and they advised me to claim A-Z. So I did. And I won it. And got all my money back. And already bought another camera without any problems. But I still had this guys camera!!

When I got my money back (almost a month ago) I thought that I'm supposed to return the item back with no questions asked. But I still thought of the Customs Charges refund. So I asked him for a Label (that could hopefully ensure my refund at the Border Agency). I guess he didn't speak good English, we didn't understand each other. So I asked Amazon Service for help. They told me that since the A-Z was granted already, the Seller HAS to provide a PRE-PAID return label.

Amazon emailed him three times asking to give me this Pre-Paid label, telling that I was already given a refund from A-Z!!. The guy keeps on repeating that he'll give me a refund when he gets his item back and gives me his Japanese address written in the email.

Now it seems to me that Amazon didn't take money from him, since he is still ready to give me a refund, how is it possible? Amazon just gives it's own money to us without taking it from the Sellers? The Seller doesn't seem to be willing to get the camera back…and he doesn't seem to be taken any money.

I'm tired of solving this issue, but at the same time I feel sorry for the guy, it would be alright for me if Amazon paid the refund itself, cause it's a huge company, they don't lose anything, but the camera is VERY expensive and I don't want Amazon to charge him later on after he doesn't get the camera back…

What should I do? If I send it directly to him, it's too much risk, cause Customs Charges probably won't know I'm returning the imported item and maybe he won't refund me the return costs. If I keep it, I feel kind of bad if they are going to charge him after all. And will Amazon demand this camera from me later on, I don't need any problems with this?? Or is it a free £400 camera on Japanese for me now?

Other Sellers commenting the behavior of the Buyers seem to be pretty angry with them. However, here I have a situation, where the Seller is being, excuse me, stupid.

And PLEASE, can anyone tell me for how long should I wait for the Seller to Wake Until I can do something with the camera?? I think I could present it to Japanese someone ...
     
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clutzycook on 2014-01-14:
I applaud you for trying to do the honest thing, but I think at this point you can claim that you've done your due dilligence in attempting to get this camera returned to the seller. If he won't cough up the required return label, that's his loss. I say keep the camera (especially since you've gotten your money back) and if he finally gets around to sending you the label, then you can send it back to him.
nikalseyn on 2014-01-14:
Yes, you have done enough. Enjoy the camera. That's business.
Paul on 2014-01-16:
I would leave it in the box for a few months, and wait for the seller to make the next move. If you don't hear by then, assume he won't be trying to get it back. There very well may be a language issue. Hopefully Amazon has some Japanese speaking associates who can deal with him. You are trying to do the right thing, which is good.
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A-Z Guarantee Claims doesn't protect seller
Posted by on
Amazon's A-Z Guarantee Claim is absolutely ridiculous. I'm a student and sold a textbook (worth $75) to another student, who then claims I sent the incorrect textbook which is worth $5. I've exchanged several e-mails with the buyer and was positive I sent the right book. It was clear that he was scamming me, but of course, Amazon only protects their buyers. So the buyer ends up filing an A-Z claim. Amazon proceeds to e-mail me, requesting relevant information. I've provided them with copies of e-mails I've exchanged with the buyer as well as a copy of my receipt and delivery confirmation slip. They reply to my e-mail stating that I did not include the information the requested. First of all, they never asked specifically what information they wanted, so I provided all information I thought was relevant. The "Accountant Specialists" who supposedly makes the final decision has obviously made their decisions before even taking into account the seller's side of the story.

Amazon is awful and I can't trust them. I will definitely spread the word. I'll probably have better luck with EBay instead.
     
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josefm on 2009-08-17:
I think that all of Amazon accounting specialist don't care about any thing, you know why?, is simple they don't care if you invest all of your savings in Amazon project, or they ruined you & your family because they take decisions not accurate at all (confirmed), they don't care my friends, because they have their check on the way even if they do their job right or wrong, their expenses and families are covered, that's the explanation, and then is more easy close an account than do the right and honorable job.
Simple not FAIR!!!!
k165 on 2010-08-12:
I know what your talking about the same thing happened to me I sold my text books in the exact same category I bought the book from and even put comments fully describing the books condition and the buyer received the book 3 days later because I expidited the shipping (free of charge for the buyer)and the buyer emails me back wanting a full refund because the book was in the condition that it was in was unacceptable??? and it was listed as used in acceptable condition and get this I sold it for just under 5.00 after the sellers fees I don't know that I have ever seen an Anatamy and Physiology Textbook sell for cheaper but since I was trying to clean house on all of my text books I priced it dirt cheap and fully disclosed the info and the buyer complained and wanted a full refund because she was expecting the book to be a new book ???? and they gave her the refund and at this point I am out of my shipping costs but I email the buyer and tell her that Amazon was issuing the refund and I gave her the address to return MY BOOK to and she said NO AMAZON TOLD HER SHE DOSENT HALFTO RETURN IT so she scammed me by using amazon.com SO I'M OUT OF A BOOK, THE CASH THAT SHE WAS SUPPOSTO PAY ME FOR THE BOOK, AND THE EXTRA CASH I SPENT TO EXPIDITE THE BOOKS SHIPPEMENT (THAT I WAS DOING TO BE NICE)
WELL AS THEY SAY NO GOOD DEED GOES UNPUNISHED
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A-Z Guarantee SCAM
Posted by on
The A-Z Guarantee that Amazon uses to protect buyers is a scam and it hurts sellers. I sold a product worth over a $100 dollars and the buyer claimed he was unsatisfied.
The A-Z Guarantee states that the buyer is eligible to file for it if he is unable to negotiate a refund with the seller. I offered a refund to the buyer 3 TIMES, if he would return my product. But no, he filed the A-Z claim, stole my product by never returning it, and Amazon refunded his money from my account.
I contacted Amazon about 5 times. They said that their decision is final and I should have "worked out" the differences with the buyer myself. Thanks for the suggestion, considering the buyer never responded to ANY of my emails.
Amazon robbed me of my product and my money. And of course, there is NOTHING I can do since they are a rich company who would hire pricy lawyers to squish me in court.
Let this be a lesson to potential sellers. There have been numerous complaints about A-Z and there is another negative review about it here. Be warned!
     
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Sparticus on 2005-05-16:
I think Paypal/Ebay has a similar policy. I was advised by a friend to always be sure to ship your product requiring a signature. That way they cannot claim you never sent it or they didn't get it. It falls on the sellers shoulders to prove the buyer received it.
mandrake1222 on 2005-05-27:
Any negative feedback I can dish out in regards to Amazon, I will do so gladly. I have a similar experience with the A-Z guarantee. I sold a book worth 65.00. The buyer claimed they never received the book even though the delivery confirmation tracks it to there doorstep. I contacted Amazon about the situation, they told me it was between the buyer and myself to come to a resolution. I hadn't heard anything more from the buyer....I assumed he received the item. Two months later, I sell two more VERY EXPENSIVE texts books on Amazon. I get an email about 6 hours after they had sold...mind you the books have not been mailed out to buyers yet...stating that they withdrew the deposit from buyers to refund the previous client. How the hell can they take other peoples money and refund another??? Every attempt to contact customer service results in a automated email response that barely relates to my issue. Beware of dealing with Amazon because if you ever have a problem your screwed, you will never be able to speak directly with someone about your problem, and it takes a minimum of 24 hours just to return an email!!! They do nothing to protect the integrity of their corporation or their customers and I hope someday soon it catches up with them.
unieq on 2005-06-08:
Hi, I got into the same situation around mid-May 2005 too. I am a distributor of a product and sold a product that I put 3 gifts on the description, found out later from the manufacturer that the 2 of 3 gifts are not included for distributor version of the product, so I emailed the buyer and promptly sent him the 2 gifts out of my own pocket. At the same time, my registered email was down and so I emailed the buyer about this too. The buyer was very surprised and happy and thanked me and informed me in email when he received them. Little did I know that he filed a claim on the same day I emailed him. I didn't receive the notification email from Amazon (the one and only one email that Amazon will send to notify you) so I didn't have a chance to respond within 5 days as stated in Amazon's policy. So Amazon refunded the buyer and I received an email 2 weeks later (by that time my email was up and running) that I was charged the full amount for the reimbursement. I was shocked (1st time this has been done to me) and replied back, and called Seller's Customer's support, all of them said 'nope, this was final, case closed', and nobody wanted to help me. I felt robbed, frustrated, and not knowing what to do.

I am planning to write a snail mail letter until they will open the case again and dealt with it in the proper way. That is, I will get my money back (since the buyer has already received everything he's supposed to receive).

I want to know if you will be willing to join force if I have an alliance of people having the same issue that is unresolved on their part. I think I'm going to post a website polling everyone who sold stuff and was scammed by A-to-Z-Guarantee by Amazon. This flawed guarantee has to either improve or stop.
moistworm on 2013-07-31:
I concur with what others have said. Responding to an A-Z seems to immediately trigger a full refund to the buyer no matter what you state and what tracking information you give. I recently has one for non-delivery despite tracking information showing it had been delivered and signed for allegedly by the buyer ! The Amazon sales rep confirmed that, although frustrating as it is, they will ALWAYS side with the buyer in this case :( At least PayPal will go by tracking info. and give seller guarantees. Amazon sellers..although 500% better sales than on eBay from my experience, you are totally open to fraud it seems , beware.
Susan on 2013-08-19:
I just got burned by Amazon.com, too, because of an A-to-Z claim. A customer of mine, who I sent a brand new, sealed product to, claimed I sent her "the wrong item" and wanted a refund. I told her to send back the item, and I would refund her. Well, what I got back from her was a DIFFERENT item, unboxed, and USED. I refused to refund her, but offered to send back her used item. She became irate, demanded a refund, and threatened me with a dispute and negative feedback. AS SOON AS I RECEIVED NOTIFICATION OF THE DISPUTE, I REPLIED WITH MY REBUTTAL. I waited for days - no response. Finally, I get an e-mail in the middle of the night saying they sided with her and already docked my account. So, I called customer service - it was the middle of the night, so of course, the seller dept was closed, but I was told I would have a call back the next day, between 4-5 pm. THAT CALL NEVER CAME. I called customer service AGAIN...I was told, "No worries - this will all be taken care of, and you will have your money back. This definitely sounds like you were scammed. You have to write an appeal to your dispute and they will take care of everything." So, I did - I wrote an appeal, and not even 24 hrs. later, I receive an e-mail saying they "NEVER GOT MY ORIGINAL REPLY TO THE DISPUTE", and "IT'S TOO LATE NOW", because the claim is already closed!

I am so disgusted with their practices and their pathetic customer service - not to mention how hard it is to even REACH their customer service - having to jump through hoops and fill out a form so they can call YOU, because they don't have a customer service number on their site at all. HORRIFIC EXPERIENCE AND HORRIFIC CUSTOMER SERVICE!!!

I WILL NO LONGER BE DOING BUSINESS WITH THEM AS A BUYER OR SELLER!!
Liam on 2013-08-21:
Thanks for teaching me how to scam suckas
Jim Copeland on 2013-09-12:
Does everybody that buys on Amazon get an a-z guarantee automaticaly or do they have to pay x-tra for the service also if a buyer has this service how can I tell if he has that and can I get out of filling the order? I was just scammed by a buyer in California that is not only keeping my expensive Camera part but has also been refunded the money and the response from Amazon is a "that's the way it is" kind of thing. Jim Copeland crrisco@aol.com
John on 2013-11-13:
WOW you are all completely preaching to the choir here.

My experience was pretty similar to all of the ones I just read.

I put two laptops up for sale, both were purchased by separate people. first person got theirs, no problem all good. Second woman said that her's was "stolen" because her neighbor saw someone go on her porch and take it off of the porch.

So she files the claim with Amazon to get her money back (which she should have been working with her insurance at this point), and they GIVE IT TO HER!!!! They told me because I did not "put it in her hands", that it's my fault, and I'm basically SOL at this point. Even though I have proof from FedEx that it was dropped off at her door, and have her email stating that her neighbor DID see it on her porch, and then taken. I still don't have any police report or anything from her showing she filed a stolen goods report.

So yeah.. I've been taken to the cleaners to the tune of $350. And I think I'll be looking on Amazon's website for an item of equal value, and then tell the seller I didn't receive it... LOL.... when in Rome.. right? :) :) :) :) UNREAL!!
Sam on 2013-12-22:
I have been an AMAZON customer for more than 10 years, and as a happy customer I thought the experience will be the same as an independent seller on their site. How wrong was I?
I have the same experience as Susan who wrote on 08-19-2013.
I sent a new cell phone got a return because customer changed his mind, received a totally different item than the one I sent. When I refused full refund to the customer Amazon sided with the customer invoking a policy of them that themselves violated and made me pay.
Actually I am still fighting their decision. I am posting warnings on all sellers comments pages, explaining how unfairly they will be treated when a customer files an A-Z claim.
I am also telling every one I know that they can get free items from Amazon if they claim through their idiotic claim system.
My phone was worth 567.00, what this scam sent me back was a worthless phone and now they debiting 567.00 from my account. How fair is that?
Hope Jeff Bezos get on his senses soon. I really liked this guy.
Bi on 2014-01-13:
Hi,
I am a Buyer. Yeah, I've been searching for cases similar to mine because I don't know what to do with the new camera I bought! Please, let me know if anyone has a decent advice!!

I bought a new Panasonic camera on Amazon Marketplace, the price was lower and I was happy I found it. I live in the UK and thought that the item arrives from the UK as well. However, it turns out that the guy is sending it all the way from JAPAN! When the item arrived to the UK, I had to find out that in order to get it I had to pay Customs Charges, which weren't mentioned by Amazon. Anyway, I get my camera and it doesn't have English language menu, of course he didn't write that in the description. It turns out that cameras made in Japan have ONLY Japanese menu.

I am not a bad person, I contacted the Seller directly 3-4 times, telling him about the problems. He agreed to give me a refund when he receives the item back. After that I faced another problem, I needed a Return Label from him in order for my Customs Charges to be refunded at the UK Border Agency. He sent me his address, but come on, I get to pay the Return shipping costs, I don't get my Customs refund and I can't even be sure he gives me a refund after all.

So I contacted Amazon for help. I described everything and they advised me to claim A-Z. So I did. And I won it. And got all my money back. And already bought another camera without any problems. But I still had this guys camera!!

When I got my money back (almost a month ago) I thought that I'm supposed to return the item back with no questions asked. But I still thought of the Customs Charges return. So I asked him for a Label. I guess he didn't speak good English, we didn't understand each other. So I asked Amazon Service for help. They told me that since the A-Z was granted already, the Seller HAS to provide a PRE-PAID return label.

Amazon emailed him three times asking to give me this Pre-Paid label. The guy keeps on repeating that he'll give me a refund when he gets his item back and gives me his Japanese address written in the email.

Now it seems to me that Amazon didn't take money from him, since he is still ready to give me a refund, how is it possible? Amazon just gives it's own money to us without taking it from the Sellers? The Seller doesn't seem to be willing to get the camera back...

I'm tired of solving this issue, but at the same time I feel sorry for the guy, it would be alright for me if Amazon paid the refund itself, cause it's a huge company, they don't lose anything, but the camera is VERY expensive and I don't want Amazon to charge him later on after he doesn't get the camera back…

What should I do? If I send it directly to him, it's too much risk. If I keep it, I feel kind of bad if they are going to charge him after all.
Moistworm on 2014-04-29:
Dishcloths are really made of tarmac !
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A-Z Guarantee is a Scam!
Posted by on
Amazon's "A-Z Guarantee" provides no protection to sellers, and in essence means that any unethical person with a credit card can get anything they want for free!

After I sold a CD on Amazon.com, the buyer filed am "A-Z Guarantee Claim" saying that he did not get the CD.
The buyer then sent me a number of obscene, insulting and harassing e-mails gloating about the fact that he could get his money back from me.

I contacted amazon.com within their required amount of time, giving them all the details on the transaction, including the fact that I had sent the CD, when I sent the CD, and transcripts of the buyer's obscene e-mails.

Amazon.com CLAIMS that if the seller responds within this amount of time, they will not remove funds from the seller's account. However, they did remove the funds from my account.

When I contacted customer service again, first they claimed I had never sent an e-mail, then later they admitted that I had sent it, but that since it was not a specific "response to Guarantee Claim Form e-mail" they were going to keep their decision to take my money as it stands, and that no further e-mails from me will be answered.

The Amazon site does not provide any form or address to respond to "A-Z Guarantee Claims," so it is hard to see how my e-mail to customer service could have been a more specific "response to Guarantee Claim Form."

The buyer in question has recently done this to another seller as well, but Amazon.com does not care. They say "we will apply our policies equally to all customers."

Therefore, all sellers are vulnerable to this scam! Be aware!
     
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NeveragainAmazon on 2005-02-20:
Did it ever occur to you that the "scam" buyer may work for Amazon? Just a thought.
Slimjim on 2005-02-22:
A cage around the forums for one certain baboon sounds ideal to me.
NeveragainAmazon on 2005-02-22:
Excuse me....But what are you talking about Biz? I do not think that was the purpose of the complaint.
smshahriar on 2009-12-31:
I am amazon.com seller. I just got a similar experience where a buyer used the A-Z guarantee and claimed he did not receive the package. Yet I have evidence from USPS that the buyer received the item. Amazon.com after 40 mins of phone calls still decided to deduct the refund for the buyer.

This is unbelievable amazon.com does not have any way to leave feedback for buyers. I am going to stop doing any business with amazon.com as a seller. This is it. I am done with them.
rex haller on 2011-07-09:
I sold a computer through Amazon and given the wrong shipping address from buyer through Amazon.I shipped to address provied. The buyer then filed a a to z claim and Amazon refunded payment.So bottem line is now I have no computer no payment!!SCAM SCAM.Will never sell through Amazon again!!!!!!!!!!!
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