Quote:
Originally Posted by rcentros
When I click "Still can't find it," I get two options, "Ask seller for a replacement," or "Ask seller for a refund." Apparently, at this point, Amazon is completely out of the loop – so much for Amazon's "A-to-z Marketplace Guarantee." I'm not mad at the seller (because I know stuff gets lost in the mail), and I did request a replacement but, had we bought on eBay, eBay would have remained in the loop. If we bought with PayPal (the standard with eBay) they would have us contact the seller, like Amazon, but if the seller had been unresponsive in a certain amount of time, we could file a claim and – until the claim was solved – the funds would be put in escrow. So the much maligned eBay actually has a system to protect their buyers. Next time my wife is in the market for a specialty medical book (she's a doula / birth educator) I'll suggest she goes to eBay instead of Amazon. I doubt she even realized the book was coming from England.
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I believe this is just the first step. The emails and information still goes through Amazon's servers so they can review it. If you fail to get your situation resolved by contacting the seller this way you can still escalate the situation another level directly to Amazon and get resolution.
I have only had this happen one time but it worked fairly smoothly.
Ebay does a good job as well though; they actually contacted me on one item before I even knew there was a problem and offered to refund money if the product didn't arrive by the scheduled delivery date (slow boat from China) since is supposedly had shipped already but they had some evidence that the seller was scamming people elsewhere.