Overall, Amazon.de showed little cooperative. Only the customer service was by telephone to reach. However, he was not responsible - the Department, who is responsible for the A-to-z guarantee, sitting according to the staff in London and can be reached only by email. The staff of customer service could only take my complaints and forward.
What says Amazon?
Then the following email I received from the Department:
"As you have already noticed", normally receive a response by email to your requests. In this way, we want to make sure, that you get so fast the information as possible, because e-mail messages can be delivered outside normal business hours and read. We ask for your understanding, "that a callback only in an absolute exception is possible."
Which actually participation conditions?
Amazon.de relied have repeatedly during all communications, I yes, When I sold at Amazon.de, accepted the terms and conditions. As the press office wrote to me:
"In our conditions of a up-z guarantee is precisely laid down", When these attacks – "and just one such case has occurred."
Easy access? None!
But email was specified in the unspecified, where these conditions are. I therefore assumed, the Department for the A-to-z guarantee that following conditions was that had referred, as you me asked for its opinion.
"Details of the Amazon A to z guarantee get under" www.Amazon.de/Hilfe/a-bis-z and in the terms and conditions for Amazon.de Marketplace section B I/2 "www.amazon.de/exec/obidos/tg/browse/-/3367031/"
Not all relevant information available
The problem is however, that on the respective sites not all for me are relevant information as seller: So is the reference cited in the terms for the A-z guarantee as, that a guarantee can be granted, If the article is not.
Of the loss of the goods, nothing here but is. A concrete that is found only in the A-z guarantee of FAQs, the help quite hiding under sale at Amazon > Guidelines, Finds glossaries and FAQ. Here it is pretty much in the middle of the site specifically:
"Sellers are responsible for refunds etc.". lost shipments, "damaged and defective product."
"There is still the site"Problems with the seller“.
A unofficial Bulletin Board
And finally, the press office which made me Bulletin Board for sellers in a discussion forum, but fewer terms and conditions but rather explanations on the procedure of Amazon.de seem to be – at least I understood the content of the site and viewed therefore not as binding on me, especially since I also would have found the site not, If you would have sent me not the link.
In any case, here is then quite specifically:
"The seller is liable for a warranty claim not preserved product", If the estimated delivery date (Estimated delivery date, EDD) has elapsed and the order without item tracking has been sent. "This principle is applied to all orders."
Amazon wraps up in silence
About, you could prove in other ways, It has shipped a consignment, have I already written. However, I have wondered, How to send an order with item tracking.
Because: Deutsche Post AG knows items insured and uninsured - but for all shipments you can apply for a shipment tracking for the loss. I asked for extra - only at the post office, then at Amazon.de.
Amazon.de has said anything not even to all other points, rather they rely on the conditions and finally no longer replied. Logical, they had already taken the money from me. Theoretically I would only, my claims court to claim - and that would not be worth more at the low amount involved.
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