Incorrect product - who'se responsible?

[jxm28788]

One of the items I sell is a standard consumable item, from a very large manufacturer. It states on the packaging that it works with 5 specific products.

A customer has come to me saying that it doesn't work in their particular product which is one of the one's listed on the packaging. A preliminary review of the manufacturers website seems to confirm this.

So if the manufacturer has made a mistake on the packaging who takes the hit on this? Does the customer come back to me (as the seller) or the manufacturer? (I assume me and then I claim against the manufacturer).

This is slightly complicated by the order being about 9 months ago and the customer only just noticed(!). This was a b2b transaction.

So am I still responsible? (will probably accept them back anyway and argue for a refund from the manufacturer, but just wondering what my rights are given the time elapsed, and what everyone else would suggest...)

[Darren B]

Complicates as B2B, arguable it is not fit for purpose, missleading description, what ever you want to say but to be honest i would say it must come down to you as you were the vedor as for the legalities?

D

[jxm28788]

yeha, just confirmed with the manufacturer that the item is incompatible. I will take it back and try and drag a refund out of the manufacturer.

9 months though, that's got to be a new record for a returned item...! (for an unused item, rather than a faulty one)

[bamboo]

To avoid this idiotic situation arising again(9 months and never taking it "out of it's box" is just plain stupid IMHO) never ever believe what manufacturers state "on the tin".
Always ask for a sample and test it to death. Yes it would take time and effort but the upside is...

You will then have a cast iron guarantee that you can parade around the B2B space giving you a distinct edge over the competition.

[jxm28788]

unfortunately I have about 15,000 such products from many different manufacturers, so that is not a feasible option...

[pinbrook]

9 months though, that's got to be a new record for a returned item...! (for an unused item, rather than a faulty one)

not really, I always `have printer ink sitting around, so i could easily have ink that doesn't get tested for months after purchase. Although i must admit if this were me i'd probably try to sell the ink on ebay rather than `get a refund from the seller, given the amount of lapsed time

[jxm28788]

the funny thing was the customer purchased 4 which would indicate they get through them fairly fast... ho hum... they're on their way back now anyway.