What does Amazon say?
Overall, Amazon.de was not very cooperative. Only customer service could be reached by phone. But that was not responsible - the department responsible for the A-z-Guarantee is responsible, according to information from the staff in London and is only by 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 have already noticed, you usually receive via 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 call back is only possible in an 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 terms and conditions for the a-to-z guarantee specify exactly when it applies - and one of these cases has occurred."
Easy access? Wrong!
However, in the corresponding eMail unspecified where these conditions can be found. I therefore assumed that the following conditions were involved in the department for A-z-Guarantee when you asked my opinion. “Details on the Amazon A to z guarantee can be found at and in the terms of participation for Amazon.de Marketplace./”
Not all relevant information available
The problem, however, is that not all information relevant to me as a seller is available on the relevant sites A-z-Guarantee as already cited the note that a guarantee can be granted if the Article does not arrive.
However, there is nothing here about the loss of the goods. A specific reference to this can only be found in the A-z-Guarantee FAQs, which is hidden in the help under Selling on Amazon> Guidelines, Glossaries and FAQs. Here it says specifically in the middle of the site:
“Sellers are responsible for reimbursement of items such as lost items, 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 for a product that has not been received if the Estimated Delivery Date (EDD) has passed and the order has been shipped without tracking the item. 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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