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What does Amazon say?
Overall, Amazon.de showed little cooperative. By phone, only the customer service was available. However, he was not responsible - the department responsible for the Az Guarantee, according to the London staff, is only per eMail to reach. The customer service staff were only able to record and forward my complaints.
I received the following eMail from the department:
"As you've already noticed, you usually get by eMail an answer to your requests. That way, we want to make sure that you get the information as soon as possible, because eMails can also be delivered and read outside normal business hours. We ask for your understanding that a recall is only possible in an absolute exceptional case. "
Which conditions of participation?
Throughout the communication, Amazon.de repeatedly insisted that I had, when I sold at Amazon.de, the conditions of participation had accepted. So wrote the press:
"Our a-to-z warranty conditions specify when it will take effect - and one of those cases has just happened."
Easy access? Wrong!
However, in the corresponding eMail unspecified where these conditions are found. I therefore assumed that these were the conditions that the Az-Guarantee Department had referred to when you asked me to comment. "For details on the Amazon A to Z Warranty, see and in the Amazon.com Marketplace Terms and Conditions."
Not all relevant information available
The problem is, however, that the relevant sites do not contain all the information relevant to me as a seller: For example, the conditions for the Az guarantee are quoted as a warning that a guarantee can be granted if the article is not important.
But the loss of the goods is nothing. A concrete reference is only found in the Az-Garantie FAQs, which is quite hidden in the Help under Amazon> Guidelines, Glossaries and FAQs. Here it is quite true in the middle of the site:
"Sellers are responsible for refunds, including lost shipments, damaged and defective goods."
An unofficial bulletin board
And finally, the press office drew my attention to the bulletin board for salespeople in a discussion forum, which seems to be less subject to participation but rather explanations about the Amazon.de approach - at least I understood the content of the site and therefore not as for myself especially since I would not have found the site if I had not been sent the link.
Here at any rate is quite concrete: "The seller is liable for a warranty claim in the case of a product that has not been received, if the estimated delivery date (EDD) has expired and the order has been shipped without item tracking. This principle applies to all orders. "
Amazon shrouds in silence
I have already written about the fact that one could also prove in another way that you have sent a program. However, I've wondered how to send an order at all with item tracking.
Because: Deutsche Post AG knows insured and uninsured shipments - but with all shipments you can apply for a shipment tracking in case of loss. I asked for extra - first at the post office, then at Amazon.de.
Neither has Amazon.de said anything to the contrary, but rather the conditions have been called and ultimately no longer responds. Logically, the money they had already drafted from me. Theoretically, therefore, I would only be able to assert my claims in court - and that would not be worthwhile with the small amount of the dispute.
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