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Mon Oct 19 2015 12:36:43

The Dog Ate My Package - Are Online Sellers Responsible?

By: Reader

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Dear Ina, 
I thought your readers might enjoy this letter I got from Amazon customer service. They think I should replace item that the customer's dog damaged. This is real. I know, I got a good laugh out of it.

Order#: xxx-xxx-xxxx
Item: Joe Montana Poster San Francisco 49ers
Reason: replacement 

Details: customers items showed up and the family dog got a hold of the item and damage it can you please contact the customer to get a replacement for them if possible.

Signed,
Shannons Place




Comments (36) | Permalink

Readers Comments

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: a_c_green This user has validated their user name.

Mon Oct 19 12:45:08 2015

I'd take that request at face value and simply contact the customer; no one is actually asking for a free replacement, after all.

I would limit the reply to saying something like you're sorry for their loss, and that you do (or do not) have additional copies available for order. Period.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: toolguy

Mon Oct 19 13:18:05 2015

I wonder if the dog is a Chargers fan?

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: iheartjacksparrow

Mon Oct 19 14:44:28 2015

I agree with a_c_green. No one is asking for a free poster, only requesting that the seller contact the buyer about a replacement, not replacing (for free).  

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: Marie

Mon Oct 19 15:09:56 2015

a_c_green gave you sound advice.  Good luck!

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: laurengrace

Mon Oct 19 18:38:47 2015

This is indeed my letter. I sent that email to the customer and the response i got was "I was told I would be sent a replacement of the Same poster"

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: Marie

Mon Oct 19 18:54:33 2015

@laurengrace

Well now, that certainly is ridiculous and I'm sure you agree.

I'd contact Amazon and see what the heck is going on.  It could have been a person not paying close enough attention to what they were responding to or something.  See what, if any, assistance Amazon will offer.  

I know I certainly would not replace an item for the reason given by the buyer.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: pace306 This user has validated their user name.

Mon Oct 19 19:06:17 2015

I could have told you that Amazon was going to ask the seller to pony 1 up for free.

Thats how Amazon works (and where eBAy got the idea from) ... BUYERS win at any cost.

You should see what comes back as returns from Amazon FBA - it would make you cry, then go postal.

BTW, as evil as Paypal is .... with Paypal Delivery Confirmation is considered "Delivered", not so on Amazon. Even if it shows deliverd in mailbox thats STILL not enough for Amazon.

They do not and will not have customers who because of ANYONES fault, is disappointed with their purchase.

They of course can eat losses no human being can afford - and eBay is right there cheering them on.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: Bloggo This user has validated their user name.

Mon Oct 19 19:28:43 2015

"They of course can eat losses no human being can afford"
This is only true as long as Wall Street keeps not caring about the fact that Amazon almost never shows a profit.  

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: Santini This user has validated their user name.

Mon Oct 19 19:56:05 2015

Poor grammar in an ambiguous request from Amazon. Oh yeah, I'd first get "a hold" of Amazon CS.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: iheartjacksparrow

Mon Oct 19 20:11:46 2015

@laurengrace - I would contact the buyer and tell him/her that you are not responsible for anything that happens to your posters once the buyer takes possession. I would also, as Marie suggested, contact Amazon and ask if you are responsible in perpetuity for what a buyer, or his pets, do to something you've sold them. Are Amazon buyers, ten years down the road, able to complain and get free replacements if their poster faded because the sun was hitting it every morning?

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: Rexford

Mon Oct 19 20:12:23 2015

Before I even saw laurengrace's response in the comments I knew that this was where Amazon was headed.  I guess I've just become too cynical as it relates to eBay and amazon, but I thought it, and laurengrace has confirmed it.

And what happens if the dog has a taste for Joe Montana posters and eats the next one?  LOL

Sellers are not responsible for buyers' dogs' diets.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: Marie

Mon Oct 19 21:10:51 2015

Well I'm hoping it was a CSR that just wasn't paying attention or acted irresponsibly when addressing the buyer.

I know these big companies forget all the time that we can't afford what they may do.  But honestly I don't know any company that would ever even consider replacing a product with a reason this consumer has provided.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: Ric

Mon Oct 19 23:11:45 2015


When contacting Amazon customer service, ask the agent if they see previous indications that this buyers dog has a history of eating package deliveries.


One of 2 possibilities here.... a) This buyers dog has 'eaten' other items before and the buyer received a second one for free, or b) This buyers dog will soon have an appetite for other items delivered to their owners.

Forcing sellers to send replacement merchandise for this kind of claim is what converts legitimate buyers into liar buyers until their record catches up with them.  They get a free item once, and the next thing you know buyers end up with a 2 for one on many of the items they purchase.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: laurengrace

Mon Oct 19 23:24:58 2015

What is really sad is that if the buyer files an A-Z claim, the seller right or wrong takes a hit to their metrics which is what eventually causes the undeserved suspensions for many sellers, but i will not be sending another free poster to this buyer.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

This user has validated their user name. by: laurengrace

Mon Oct 19 23:32:49 2015

@Pace
I have also had packages scanned as delivered and you are right, not enough for Amazon. If the liar buyer says it didnt get there, in Amazon's eyes, it didnt get there and they deduct a refund from your account. They used to fund those kind of refunds themselves but not so much any more. It encourages dishonesty from the buyers which is not profitable for anyone. I love my customers, the good ones- but there used to be a lot more of those than there is today because these marketplaces encourage this kind of behavior.

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: comet This user has validated their user name.

Tue Oct 20 00:28:10 2015

I know I joke about these "Liar Buyers"  demanding a refund or return because the item does not match their cats whiskers but---

Dang!!!!

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: pbjworld This user has validated their user name.

Tue Oct 20 00:33:46 2015

I also get crazy requests for replacements from Amazon Customer Service... I do not pay attention to them.. In most cases, Customer service rep is someone in India and her name will be Julie or Peggy.. They do not know better... I normally inform the customer That customer service must have misunderstood them.. and that we are not responsible to replace the item. I frequently get emails from Amazon customer service informing me that the customer has not received their item. It would be nice to have customer service do actually customer service work, like maybe informing customer that they just placed the order yesterday and the seller has 2 days to ship the item. And the estimate delivery date is between 01/01 to 01/07..(Example). All they do is forward what the customer actually say and make the customer believe that everything will be okay. but its bad for business because they make the seller look bad and create more problems..  

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: Tiffee Jasso This user has validated their user name.

Tue Oct 20 00:38:05 2015

I would laugh if it wasn't such a serious subject and steals money from sellers. In this case it is not they buyer that is stealing, it is Amazon for forcing a replacement or refund. Keep that in mind.  

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: Moonwishes This user has validated their user name.
Web Site

Tue Oct 20 02:56:36 2015

I do not understand so much of society's perceptions that nothing is their's or their dog's fault and someone else is always to blame and should pay for it. I'm going to be 60 soon and the last 10-15 years especially I see this more and more. Stupid things like a buyer giving a wrong address or not stopping the buying process when their old address shows (I buy plenty on line and never once had to not address that the venue got my my address correct)yet the buyer always expects the seller to pay an additional money to resend their packages. I am on my own personal campaign to make people be responsible for their own actions and that includes no refunds for stupid reasons and no reshipping to 'correct' addresses without the buyer paying me another fee, etc.

Letting dogs eat their mail tells me these folks should be spending their money on dog obedience classes instead of posters!

The Dog Ate My Package - Are Online Sellers Respon   The Dog Ate My Package - Are Online Sellers Respon

by: mindelec This user has validated their user name.

Tue Oct 20 05:00:09 2015

i don't think amazon told him the seller would replace the item.  i think they merely told the buyer that since it was a 3rd party purchase they would have to contact the seller, which the buyer then translated into "the seller will replace it"

personally i can't even imagine making a complaint for something that was clearly my fault

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