GEMM - Global Electronic Music Marketplace
Issued customer an instant refund and let the customer keep the goods

GEMM provides a hosting service for sellers of music and possibly other media. I was one of their sellers.

A customer from France bought a cassette. I ship CDs & cassettes in a Priority Mail Flat Rate Envelope. The cost used to be $5 but now about $13. I charge $5 for packaging and handling, which was clearly stated on my sales page.

However after the sale was made and shipment was completed, the customer complained to GEMM (at least that is what GEMM told me) about the cost of shipping. GEMM issued a refund on the shipping and let the customer keep the merchandise.

All without consulting me. The first I knew about it was when I received an email saying my account had been debited $11.05, with no explanation whatsoever. With subsequent emails to GEMM, I found out what the debit was all about.

GEMM sent me an email confirming this method of operation (their policy). Basically, any time a customer complains, they get a refund and the seller is not consulted.

I cannot deal with such a policy so I wrote to GEMM and ask them to remove me from their list of sellers. I no longer sell through GEMM.

Company: GEMM - Global Electronic Music Marketplace
Country: USA
State: California
City: Palm Springs
Site: www.gemm.com

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