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Common Member FAQ's

What if a buyer complains about a shipped item?

What if a buyer does not receive a shipment?

What if a buyer makes a lowball offer?

What if another seller uses my description?

What if another seller uses my pictures?

What if the buyer does not respond to the auction transaction?

What if the buyer does not send promised payment?

What if the seller does not act on the auction transaction?

What if the item arrives damaged?

What if the item arrives non-functional?

When should a refund be considered?

What if the seller does not send promised shipment?

What if an item is not as the seller described?



What if a buyer complains about a shipped item?


The Seller in all cases is responsible for delivering an item as described in his ad. If the buyer contacts you with a problem, you should follow this procedure:

1.) You must respond promptly by telephone (if possible)to the Buyer to determine the extent of the problem.

2. )Problems fall into three distinct categories:

A. Functionality

You must determine which function is not working properly, and whether this was described as functional according to the ad listing.

B. Cosmetic condition

What was the AGS rating given in the ad?. Consult the description of that rating and do an honest comparison to the buyers rating upon receipt.

C. Features

Is the item missing a feature the Buyer was expecting? If so, reference your ad and emails to see how you had described it. If the missing feature was standard on the model you described, then you need to resolve this.

If the missing feature was not standard, and you didn't communicate that this feature was included, then the Buyer has no claim.

3.) Reaching a Resolution

You should communicate by phone almost exclusively.
You must remember that all resolutions are the result of compromise on both parties part.



What if a buyer does not receive a shipment?

The seller should contact the shipping company immediately. He can go to the shipping company website to get the tracking information.

In cases in which the shipping company has lost the item, the seller must offer a refund to the buyer immediately and then file his loss claim with the shipper.

In cases in which the shipping company is claiming a delivery has been made, the sender should ask for proof of delivery which can be used to verify the correct address and name.

If the shipping company gives valid proof of delivery and the sender has verified as above then he has fulfilled his obligations. At this point the responsibility for resolution falls between the buyer and the shipping company. 



What if a buyer makes a lowball offer?

Audiogon encourages all Buyers to make reasonable offers, and refrain from offering so low a price as to be insulting. Most buyers at Audiogon are knowledgeable audiophiles who often haggle within reasonable price ranges. Occasionally, there are buyers who will offer ridiculously low prices to see if any sellers respond.

If you receive an offer that you find insultingly low, you may either:

1) You may choose to not respond to the email, which prevents the other party from getting your email address.

2) Or you may respond with a quick "no thanks".

You will probably receive quite a few offers on your item, so stay calm and wait for the "right" buyer.



What if another seller uses my description?

Audiogon considers each seller's wording and pictures to be the exclusive property of that seller. If you find another seller to have copied your wording exactly, or is using pictures out of our listing, then you may "Dispute" the other seller's listing. 

We offer an online process for filing a formal complaint, regarding listings or transactions. You may initiate the Dispute Resolution Process at this link:

http://cgi.audiogon.com/cgi-bin/disp.pl?0&1&init



What if another seller uses my pictures?

Audiogon considers each seller's wording and pictures to be the exclusive property of that seller. If you find another seller to have copied your wording exactly, or is using pictures out of our listing, then you may "Dispute" the other seller's listing. 

We offer an online process for filing a formal complaint, regarding listings or transactions. You may initiate the Dispute Resolution Process at this link:

http://cgi.audiogon.com/cgi-bin/disp.pl?0&1&init



What if the buyer does not respond to the auction transaction?

Audiogon recommends that both parties try to contact each other, within 3 days of the close of an auction. If one of the parties does not respond within 7 days, then the other party may consider it a defaulted auction. 

If the Buyer does not respond within 7 days, you may offer the item to other bidders, or relist the item in a new auction. You may also consider leaving feedback for the buyer, to make a public record of his defaulted bid. 

While it is true that placing a winning bid is a legally binding contract, there may be mitigating circumstances to consider before deciding how far you want to pursue the situation. Firstly, if a Buyer is already causing such problems, then the forced transaction may lead to even more problems. Secondly, it may or may not be worth your time and expense to contact legal athourities to seek enforcement of such contract. 

Generally speaking, we recommend that Sellers avoid problematic Buyers as soon as a problem is apparent. Bidders who default on auctions should receive feedback from the Seller, so as to create a record of their actions. 



What if the buyer does not send promised payment?

Audiogon recommends that both parties stay in constant communication, during any agreed upon transaction. If the payment terms are "Buyer prepays", then the Buyer should send payment within 72 hours of the final price determination. The final price is determined by the Seller, after the Buyer has submitted his shipping address and the Seller has calculated shipping costs.

If you do not receive payment within 7 days of your setting the final price, you may cancel the transaction. You may also consider leaving feedback for the buyer, to make a public record of the defaulted bid. However, we do recommend that you try to contact the Buyer via email and phone, before cancelling any transaction.



What if the seller does not act on the auction transaction?

Audiogon recommends that both parties try to contact each other, within 3 days of the close of an auction. If one of the parties does not respond within 7 days, then the other party may consider it a defaulted auction. 

If the Seller does not respond within 7 days, you may consider the auction void. You may also consider leaving feedback for the seller, to create a public record of his actions. 

While it is true that listing an auction is a legally binding contract, there may be mitigating circumstances to consider before deciding how far you want to pursue the situation. Firstly, if a Seller is already causing such problems, then a forced transaction may lead to even more problems. Secondly, it may or may not be worth your time and expense to contact legal authorities to seek enforcement of such a contract. 

Generally speaking, we recommend that Buyers avoid problematic Sellers as soon as a problem is apparent. Sellers who default on auctions should receive feedback from the winning Bidder, so as to create a record of their behavior. 



What if the item arrives damaged?

High-end audio components that are shipped in original packing and boxes typically arrive safely (since the manufacturer had to ship them in the first place). However, a certain percentage of items will be damaged during transit. 

When the item arrives, if the exterior box shows severely dented corners, collapsed structure, or puncture holes you should ask the delivery person to wait until you open the box. While most shippers do not require their employees to wait for you to inspect, if asked nicely they may comply with your wishes. 

If the item is clearly damaged physically, do NOT plug it in. Contact the shipping company and the seller immediately. Each shipping company has different procedures for handling damaged shipments. The most common procedure is for the shipping company to pick up the item, and return it to the seller. However, if the packaging is severely damaged, the seller should request that the shipper inspect the item where it is. 

Generally speaking, it is up to the seller (the person who shipped the item) to file the paperwork and communicate with the shipping company. The buyer should in all cases cooperate as much as possible, with both the seller and the shipping company.



What if the item arrives non-functional?

If you receive an item that does not work properly, we recommend that both parties cooperate in an effort to determine the following:

- Do some functions work or is it DOA? (Dead on Arrival)
- Is there a button engaged inadvertently? (mute, tape monitor, etc)
- Does it have fuses? (external and/or internal)
- Could something have come loose? (unplug, remove cover, and look?)
- Could it have been damaged in shipping? (boxes dented, stabbed, etc)

If the problem is not resolvable, then both parties should communicate via telephone towards a solution. If a return for refund is the solution, then the payment and shipping could occur in the same order as the initial transaction. So if payment was sent first then the item was shipped, the refund should be sent first, and then the item returned - thereby presenting an equal level of trust in both parties.

If the two parties can not come to a solution, or if one party is not willing to cooperate, then either party may consider filing a Dispute. Audiogon provides an online mechanism for considering problems, called the Dispute Resolution Process, which is described below:

http://support.audiogon.com/customer/portal/articles/233289-dispute-resolution-system

This link provides detailed information about the process, and includes a form which you may use to file a Request. In turn, the process will notify the other party of their need to Respond, and then it accepts a Rebuttal from you. At that time Audiogon staff reviews the dispute and considers appropriate actions.



When should a refund be considered?

Sellers are expected to _deliver_ the item as described. If the item is not as described or lost/damaged when the Buyer receives it, the Buyer should contact both the Seller and shipping company immediately. Furthermore, the Buyer must fully cooperate with the Seller in facilitating the claim process. The Seller should offer a refund to the buyer after filing a claim and or receiving the returned item, and then pursue a claim with the shipping company for reimbursement. At the same time, Buyers are not allowed to request a refund if the item is as described. Whether the item fits the Buyer's needs or system is not relevant - only that it looks and works as advertised. 

If the two parties can not come to a solution, or if one party is not willing to cooperate, then either party may consider filing a Dispute. Audiogon provides an online mechanism for resolving these problems, called the Dispute Resolution Process, which is described below:

http://support.audiogon.com/customer/portal/articles/233289-dispute-resolution-system

This link provides detailed information about the process, and includes a form for you to file a Request. In turn, the process will notify the other party of its need for a Response, and then it accepts a Rebuttal from you. At that time Audiogon staff will review the dispute and consider appropriate actions.



What if the seller does not send promised shipment?

Audiogon recommends that both parties stay in constant communication during any agreed upon transaction. If the payment terms are "Buyer prepays", then the Seller should ship the item within 7 days of having received payment, and provide the shipment tracking number. 

If you do not receive a tracking number within 10 days after confirmation of receipt of your payment, then you may consider filing a "Dispute" with Audiogon. You should first try to contact the seller via telephone as well as email. If the Seller is not responding, or you are not confident in the Seller's responses, you may consider contacting law enforcement agencies as well.

PLEASE NOTE: the time periods described above are for domestic transactions where both parties are in the same country. Also, there may be special circumstances that delay a transaction, but both parties should be communicating about the situation. It is vital that you try to email as well as call the other party, before assuming the worst.



What if an item is not as the seller described?

If an item is not as described, or all items are not included in the package as promised, you should contact the Seller immediately. Put into writing (email) exactly what is wrong or missing with the item, versus what the Seller had described in his ad. After an email is sent, you should attempt to reach the seller by telephone. Communicating about problems by voice vs. email is a much more effective means to eliminating misunderstandings and targeting a resolution. 

If you are unable to reach an agreement with the seller, you may consider leaving a "Neutral" or "Negative" feedback for that member. If you are seriously concerned about the problem, in lieu of leaving feedback you should file a "Dispute" with Audiogon. It is a somewhat formalized process which allows a neutral evaluation of the problem. You may find this process described at:

http://support.audiogon.com/customer/portal/articles/233289-dispute-resolution-systeml




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