Lying customer claiming wrong item received
We received the following message from a customer:
“Dear Seller
I received my order today and all that was in the package was a used power lead and not what I order, please can you refund my order immediately and if you want the power lead returning please forward pre-paid postage.
Regards”
The customer has sent through an image of the power lead and the packaging it arrived in. Images shows a used power lead wrapped in a rubber band. The packaging is ours and is bigger than the power lead, sized exactly for the item the customer ordered. We use blue poly bags that we form in to the correct size for the item. The item the customer ordered would have been in a box inside the poly bag and from what we can see the poly bag has been stretched around the box.
Without a doubt there is no chance we have sent a power lead, we deal in homewares and car mats only. The order was sent via Hermes. How do we prove that the customer is lying?
Lying customer claiming wrong item received
We received the following message from a customer:
“Dear Seller
I received my order today and all that was in the package was a used power lead and not what I order, please can you refund my order immediately and if you want the power lead returning please forward pre-paid postage.
Regards”
The customer has sent through an image of the power lead and the packaging it arrived in. Images shows a used power lead wrapped in a rubber band. The packaging is ours and is bigger than the power lead, sized exactly for the item the customer ordered. We use blue poly bags that we form in to the correct size for the item. The item the customer ordered would have been in a box inside the poly bag and from what we can see the poly bag has been stretched around the box.
Without a doubt there is no chance we have sent a power lead, we deal in homewares and car mats only. The order was sent via Hermes. How do we prove that the customer is lying?
64 replies
Seller_DU3QC7hNdqwQH
what did they order in the first place? - was the value of the order more than that of a power lead?
Seller_cJms0GbotqqtV
1st step - ask the buyer, in a non-aggressive way, whether they may have mixed up two orders. Explain that you don’t sell power leads.
It is possible your customer received 2 (or more) items in the post, one of which was the power lead; and have mixed up the envelopes in which they were delivered. Mistakes can happen. Depending on how the customer responds, decide what to do next.
Paul
Seller_XcWd0bjg62i66
Sounds more like they have mixed up the order with another order placed, if placed on the same day they might have received both at the same time.
Seller_KEoRNZqhPccR8
In the long term, all the most dishonest people win win, because thats how the system is set up/
Seller_u4N7CLUxByftJ
I would highly recommend to take the harsh approach, dont give in. What was the value of the item? If you used Hermes I would explain to the customer that Hermes have weighed the parcel at multiple stages during delivery and the weight was heavier than what they claimed to of received. So If the customer received just a power lead then you will need to launch an investigation with Hermes to investigate possible fraud and theft. State the deliver driver will need to be interviewed and can confirm the weight of the package/ if it looked like it had been tampered with. Then state as part of the investigation the delivery driver will contact the buyer for a statement and to sign.
This should scare the buyer if they are being dis-honest. Obviously word it so you’re not directly accusing them of lying etc.
Seller_Fdr3eS4YFoUKj
Ask the buyer are they 100% sure that this order is from you and not another seller. Also ask was there any evidence of tampering with the package. If they insist that the item came from you contact the seller performance team and explain what’s happened. They will look into the buyer to see if this a regular issue with them. Hopefully if an A-Z is opened you won’t get hit and Amazon will refund the buyer.
Seller_mQzM8i0mkBUO3
as others have said you can prove it by weight it will show on your recite the weight sent if you have more screens pack it up and weigh it take photos of the contents and weight and send them to customer and open ss case showing prove they can then see the correct weight and item was sent
Seller_94VWxluF6zYyI
Fight! Fight! Fight!
Sorry, I think the sun’s getting to me
Seller_o2TFo0uRzG2BC
For your own protection you must install both HD CCTV and an iPhone Plus to take a picture of every item before and after packaging and do this for every Packing Station you have. Everything is then synchronised through Apple Photo which makes it so very easy to send photo evidence to counter any false claim.
