I am a seller. I sold a brand cellphone (in factory sealed box) on Amazon, last week (shipped expedited). Buyer received the item, tore open the factory packed phone box and tried to activate the phone. Then she was told that the phone doesn’t work in the service that she wants to activate it on even though the website page clearly mentioned that this phone works on Virgin Mobile service. now she wants to return it back to me. Firstly, I am at no fault for this situation. Second, the phone has been opened so if she returns it back, I can’t sell it back as brand new (sealed) and its price drops from $99 for which it was sold to around $47 for which used (like new) such phone is currently selling on Amazon (by other sellers). Should I reject the authorization to return, siting that this was at no fault of the seller also that the buyer should have asked a question if this phone will work on her service plan, prior to making the purchase. Any suggestions to what my options are (as a seller), will be much appreciated. Thanks.
Here is the correspondence as it occurred with this seller & me:
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Dear John Smith and Andrea,
This email is being sent to you by Amazon to notify and confirm that a return authorization has been requested for the item(s) listed below.
John Smith, please review this request in the Manage Returns tool in your seller account. Using the Manage Returns tool, please take one of the following actions within the next business day:
- Authorize the customer’s request to return the item.
- Close the request.
- Contact the customer for additional information (through Manage Returns or the Buyer-Seller Communications tool).
Andrea, the information below is confirmation of the items that you have requested to return to John Smith. No additional action is required from you at this time.
Order ID: 111-1111111-1111111
Item: Samsung Galaxy Ring (Virgin Mobile)
Return reason: No longer needed/wanted
Request received: December 04, 2015
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> > ------------- Begin message -------------
> > Hi Andrea,
> > I am sorry to hear that you want to return this item back. Have you opened the box in which it was shipped? If so, have you also opened the sealed box and took out the phone to check it? Please let me know. Thanks.
> > John
> ------------- End message -------------
Date: Sat, 5 Dec 2015 22:27:41 +0000
> From: email@example.com
> Subject: Re: Return information from Amazon seller John Smith (Order: 111-1111111-1111111)
> I bought the cellphone because I wanted to activate the phone with Assurance wireless (the government free phone company) which works through Virgin Mobile. I had called Virgin before I bought the cellphone and they said It could be bought and activated without problems with them; I opened the box and broke the seal because I needed to activate it, but when I called to do it, assurance wireless said it is not possible they said it is not compatible and I got mad with them because they said before that I could buy this kind of cellphone if it is from Virgin Mobile.
> Now I can’t use the phone I want, and have to return it. Yes, box and seal are broken.
> Sent from my iPhone
> > On Dec 5, 2015, at 6:54 AM, “John Smith - Amazon Marketplace” wrote:
> > Order ID 111-1111111-1111111:
> > 1 of Samsung Galaxy Ring (Virgin Mobile)