Amazon email for too many returns

[AnemicOak]

Originally Posted by meeera

Surely they have to accept returns on these if the product is defective?

For DVD's, CD's, and such most US stores will only take returns if the item is still sealed. If it's opened they're happy to do an exchange for the same item, but generally an opened one can't be returned for a refund.

[meeera]

Originally Posted by AnemicOak

For DVD's, CD's, and such most US stores will only take returns if the item is still sealed. If it's opened they're happy to do an exchange for the same item, but generally an opened one can't be returned for a refund.

I'm asking about the Netherlands, though. My understanding was that EU consumer protection is very good. In Australia, where I live, a major problem with a product entitles the consumer to the consumer's choice of replacement or refund (and "No Refunds" signs at businesses are illegal). I would have thought the EU might be similar, but my google-fu isn't quite turning up an unequivocal answer.

[Terisa de morgan]

Originally Posted by AnemicOak

For DVD's, CD's, and such most US stores will only take returns if the item is still sealed. If it's opened they're happy to do an exchange for the same item, but generally an opened one can't be returned for a refund.

Same at Spanish stores, I'm afraid.

[pdurrant]

Originally Posted by Josieb1

I also feel that their attitude is take Prime and order loads but don't dare return anything.

I think there's a big difference between returning nothing and returning 25% of orders.

Returns with a good reason (wrong item, faults, etc) clearly should be ignored on an individual account level (I'm sure Amazon are concerned about them at a supplier level).

I think that what would really concern Amazon would be a large number of returns for no specific reason.

I have never had such an email from Amazon, so I'm not sure what my reaction would be. But my first thoughts are that those were incredibly polite emails, and that you're overreacting a bit.

[Josieb1]

Originally Posted by pdurrant

I think there's a big different between returning nothing and returning 25% of orders.

Returns with a good reason (wrong item, faults, etc) clearly should be ignored on an individual account level (I'm sure Amazon are concerned about them at a supplier level).

I think that what would really concern Amazon would be a large number of returns for no specific reason.

I have never had such an email from Amazon, so I'm not sure what my reaction would be. But my first thoughts are that those were incredibly polite emails, and that you're overreacting a bit.

First of all while the emails may be polite they are also quite threatening. Secondly if anyone did look at the returns/replacements they would not have sent the email in the first place. My issue with this is that I doubt the Account Specialist team even exist and if they did actually want to discuss my returns with me they would allow me to contact someone but they don't. As a customer I have no power in this at all.

At the end of the day this email (and its subsequent ones) do the job Amazon want them to do which is to scare customers from ordering as if they get something damaged or not as expected then they are too scared to return it.

It also makes customers such as myself fear the power Amazon has. The fact that I am so heavily invested in their Eco system with five devices and two fire sticks and over a thousand ebooks, plus we are a prime customer, makes no difference to the threat of having your Amazon account curtailed or even closed.

Regardless of what anyone 'thinks' we did I know our returns are valid, acceptable and justified. So if this can happen to us it can happen to anyone.

[Katsunami]

Originally Posted by meeera

Surely they have to accept returns on these if the product is defective?

With regard to pure digital products (downloads), they don't have to accept any returns. I do not know for 100% how things like a physically defective CD is handled by law; I *could* conceivably buy a music CD, copy it, scratch it a bit and return it as defective, so I don't know if a CD/DVD is a digital product or not.

I did once return a Blu-Ray disc to Bol.com (an Amazon-like retailer in Benelux). It just wouldn't play, and I tried it on two stand-alone BR-players, and the one in my computer. Bol.com accepted the return without problems.

[Katsunami]

Originally Posted by pdurrant

I have never had such an email from Amazon, so I'm not sure what my reaction would be. But my first thoughts are that those were incredibly polite emails, and that you're overreacting a bit.

Those e-mails may be polite, but they can still be threatening, as Josie says. I once wanted to buy an ebook. Kobo, ebooks.com, Diesel and Feedbooks didn't have it. Amazon.com (where I can buy) had it for something like €10, while Amazon.co.uk sold the same book, same ISBN, for €2.95.

So, I moved my Kindle to the UK, bought the book, and moved it back to the US-account.

Within the hour, I received a very polite e-mail, which came down to this: "Prove that you were in the UK at the time of this purchase. If you don't, and you pull this stunt again, your account will be disabled forever."

[soulfuldog]

The fact is, in the UK you have a right to return your goods for a refund within 14 days of receiving them when bought online or over the phone. They don't need to be faulty, although things like CDs, DVDs and digital goods are exempt from this. You don't have the same rights when buying goods in a shop, they won't so easily accept returns and you often only get a credit note or exchange.

If the item is faulty, then you obviously have even more rights to return items and for a longer period. So I'd think that Amazon must have significant concerns about the percentage of returns to send out emails like this. It is maybe just the amount of tablet cases you have returned Josie? I'd be unhappy about the emails, but at the same time, I wouldn't be worrying about returning things that are faulty.

[Josieb1]

Originally Posted by soulfuldog

It is maybe just the amount of tablet cases you have returned Josie? I'd be unhappy about the emails, but at the same time, I wouldn't be worrying about returning things that are faulty.

I know I like my cases but I honestly haven't returned that many. I buy more on eBay than Amazon as the same cases are often cheaper.

I just think it's an auto generated email that works on the number of returns, perhaps with a 12 month period, I don't think anyone looks at what they or, or why.

When we went through the orders hubby asked me why I returned a flowery case for a HDX 7, I looked at him with confusion as that is the case on my device, then he looked again and found a second order, we realised I wanted a replacement for the first one, which wouldn't fit, it was cut wrong (MOKO again) and instead of returning for a replacement we did a return for refund and a new order as would get the replacement quicker. Anyone checking the account at Amazon would probably have worked that out as well, but that's just it the email is designed as a threat, no one is checking and no one wants to discuss the level of returns at all, even though they say they want to 'understand'.

And yes in the UK we have distance selling regulations which Amazon obviously don't give a toss about.

Hubby has phoned and is awaiting (in vain I think) for a call back within two hours.

[kacir]

Originally Posted by Josieb1

I just think it's an auto generated email that works on the number of returns, perhaps with a 12 month period, I don't think anyone looks at what they or, or why.

...

Anyone checking the account at Amazon would probably have worked that out as well, but that's just it the email is designed as a threat, no one is checking and no one wants to discuss the level of returns at all, even though they say they want to 'understand'.

...

Hubby has phoned and is awaiting (in vain I think) for a call back within two hours.

There are people that DO game the system, ordering a camera before they go for a holiday and returning it after, or ordering a large-screen TV and returning it after championship or World cup or whatever is over.

This is why Amazon has some kind of system to watch out for suspicious behavior. I am afraid they are not going to explain to you why they flagged your account, because if they did then the crook would know precise threshold they can't cross with number or value or ratio of returned goods.

I think that in your case this might be unwarranted, because you are not trying to game the system, yet, to an outside observer that has 2 minutes to review you purchasing and return history your number or value or returns might look suspicious.

[kennyc]

Amazon is not a rental or try it out store.

Nor are other retail stores.

[Josieb1]

Originally Posted by kennyc

Amazon is not a rental or try it out store.

Nor are other retail stores.

I have never used Amazon or any retail store in that manner so I do hope you were not accusing me of that.

If I WAS using Amazon like that I wouldn't be so upset tbh as I would have expected that at some point it would be spotted. I consider I am like any other Amazon customer who has prime and is heavily invested in the Amazon system, that is why their behaviour is so frightening.

[pdurrant]

I am sorry that this is causing you such anxiety.

[darryl]

The emails are fine. I suspect most are on target and are just accepted as the warning they are intended as. What is not fine is the failure to engage with customers who do want to know more and perhaps respond. The emails likely do have consequences in that they act as some sort of black mark which brings an account one step closer to suspension than an account without such a warning. Customers who do wish to challenge the details or provide an explanation should have the right to do so.

[Katsunami]

Originally Posted by Josieb1

And yes in the UK we have distance selling regulations which Amazon obviously don't give a toss about.

While stores are required to accept returns, I do not know if there is a law which requires them to sell to you. If someone return a huge amount of items, I could understand that a store would no longer want to do business.

AFAIK, it is even required that stores pay for return shipping, although many don't. Some do. If you combine this with the free shipping they often offer, every return costs them money. It would theoretically, be possible to bankrupt a small seller by buying and returning items.