Buyer bought an item, returned a different one
Hi guys,
One of our buyers bought a trading card (£100+) in Near Mint condition and basically returned us an absolutely battered version of the same card, an obvious switcheroo.
We have taken pictures of the state of the one we've had back. How do we approach this with Amazon? as obviously if this customer puts in an A-Z Guarantee claim we'll just lose pretty much regardless?
Any advice on how to handle this would be appreciated. @Winston_Amazoncould you or one of the other mods perhaps advise?
Thank you,
Luke
Buyer bought an item, returned a different one
Hi guys,
One of our buyers bought a trading card (£100+) in Near Mint condition and basically returned us an absolutely battered version of the same card, an obvious switcheroo.
We have taken pictures of the state of the one we've had back. How do we approach this with Amazon? as obviously if this customer puts in an A-Z Guarantee claim we'll just lose pretty much regardless?
Any advice on how to handle this would be appreciated. @Winston_Amazoncould you or one of the other mods perhaps advise?
Thank you,
Luke
9 replies
Seller_ZQyopdiwkUHOZ
First, check and make sure the order hasn't already been refunded on first scan for the return. Second, get photos of the return label as well as of the card itself.
If the refund hasn't gone through, put the refund through but applying a 99% refund reduction and add the photos showing the card's condition and state the reason as 'returned materially different item'.
If the refund has gone through, you need to open a Safe-T Claim. You'll need the photo of the return label and the photos of the card and again you need to say that it was a materially different product returned. I would also upload some proof of the value of the card, which honestly I've no idea how you'll do because secondary market value isn't the same as the original value.
There's a real chance they'll grant you a pittance because they can't verify an official value based on the card's Singles price. You may need to appeal their decision, take it to the managing director's office, or even get advice on your legal options against Amazon.
Bear in mind the terms and conditions you have with Amazon prevent you from pursuing legal action against the Buyer. Your account could be at risk if you do.
Seller_rGtEcZnu0JTRD
Was the item auto-refunded, or is the refund still outstanding ?
Seller_xySbvelx4DBqR
Thanks for the replies both!
The order was auto authorised but was not prior refunded. So I don't think its been done yet, its also in the returns awaiting approval queue. The person supposedly never authorised the purchase, their child did it - so it is possible the actual account owner doesn't know that their child has potentially switched it, they themselves might actually not be lieing.
So we are going to do as you say:
1. Send pictures of the materially different item we have received back and clearly and politely explain to the buyer why we cannot refund them. But continue to outline that if they send the original card back we'll happily fully refund them and return this materially different item to them no problem
2. Refund 1% of the order with reason 'returned materially different item'
3. Wait for the subsequent A-Z Claim and Negative feedback to impact our account
4. Spend weeks trying to get it removed :-D
Seller_NwRLVX69WIBdo
hi luke similar happened to me buyer returned totally different item to one shipped amazon said they would look into case ,they sent several updates saying same thing then never replied when i requested action again they said 30 day limit for complaints had expired,so customer got automatic refund and kept item as well ,its a joke.
Seller_2H0qZ7q0Fd0Us
I wonder if you can send an official letter stating that you will take the case to court, and that you will be claiming the original item cost + court fees if they do not return the original item.
If they do not reply or deny your claims then open a claim up at court. I think it can all be done online rather in a court and costs £35 up to a £300 claim.
