HELP please. Customer trying to scam after returning my product TEARED apart
Hello,
I sold a car headlight on Amazon for $300 through FBM, customer claimed it was not working, and sent back my headlight broken in the front completely, it actually cut my hand because I was not expecting broken glass. It is also missing bulbs and caps required to prevent moisture from going inside, and has a broken tab as well.
I threw it in the trash. It cannot be resold.
I still gave the customer a 50% refund, but now they have opened an A to Z against me, and is harassing me for a full refund. What can I do?
Would appreciate some advice, thanks guys in advance!
@Seller_7LrAV0m5llaI7Your advice here would be highly appriciated!
HELP please. Customer trying to scam after returning my product TEARED apart
Hello,
I sold a car headlight on Amazon for $300 through FBM, customer claimed it was not working, and sent back my headlight broken in the front completely, it actually cut my hand because I was not expecting broken glass. It is also missing bulbs and caps required to prevent moisture from going inside, and has a broken tab as well.
I threw it in the trash. It cannot be resold.
I still gave the customer a 50% refund, but now they have opened an A to Z against me, and is harassing me for a full refund. What can I do?
Would appreciate some advice, thanks guys in advance!
@Seller_7LrAV0m5llaI7Your advice here would be highly appriciated!
9 replies
Seller_weu5C3hytYJvl
Look at this for God's sake. I sold him a FULLY brand new headlight. He most likely got in an accident and is now returning it. Zero consideration, glass everywhere in the box. Since he also sent it upside down, I CUT MY HAND GRABBING THIS HEADLIGHT FROM THE BOX.
Seller_weu5C3hytYJvl
So Amazon ended up refund this customer 50% out of their own pocket, and I refunded him 50% as well. I also spent 90$ shipping this to him and back to me. My ODR did not get impacted.
But the customer was 100% a thief. Even the way he was replying to my messages was VERY rude and demanding. Upon further examination, this was NOT even my product that was returned to me.
CUSTOMER GOT IN AN ACCIDENT, AND SENT HIS HAZARDOUS FULL OF GLASS BROKEN HEADLIGHT BACK TO ME. WOW.
Is there any way to escalate this to a fraud investigation in Canada within Amazon our outside Amazon? I know it may be overkill but this person caused me to cut my hand and has frauded me for a good amount of money
Christine_Amazon
Hello @Seller_weu5C3hytYJvl
Christine from the Amazon Forums here to share some helpful information about filing customer return claims.
As you may know, if an FBA item is returned by a customer, you may be eligible to file a claim for reimbursement. The key is knowing the right process to follow.
First, you can file a customer return claim no sooner than 45 days and no later than 105 days after the customer refund or replacement. This timing is important to keep in mind.
To check if you're eligible for a claim, head over to the Inventory Defect and Reimbursement portal on Seller Central (https://sellercentral.amazon.ca/inventory-reimbursement/overview/). Here are the steps:
Click the "Eligible for claim" tab to see all the customer-related defects you can file a claim for. Use the search filters to narrow things down.
Check the "In progress" tab to track any claims currently being investigated by Amazon.
Review the "Resolved" tab to see past claims that have been processed, including the resolution and reimbursement details.
For a full overview of the FBA inventory reimbursement policy, including the customer return claims process, be sure to review the help documentation here
FBA inventory reimbursement policy: Customer return claims
For FBM orders
We strive to deliver every package in perfect condition. However, if something goes wrong, you can report a package problem on the Shipping Claims page within 60 days from the date of delivery or expected delivery date (in case of lost packages). For your claim to be approved, your customers must be refunded before the claim is submitted. For off-Amazon claims, an invoice must be uploaded as proof of refund on submission.
You can read more in the link below:
Optional coverage for loss or damage
Christine.
Seller_weu5C3hytYJvl
Where can I find the shipping claims page for FBM orders?
Christine_Amazon
Hello @Seller_weu5C3hytYJvl
Christine here from Amazon Forums.
You do have two options to submit a claim:
SAFE-T reimbursement claims: The Seller Assurance for E-Commerce Transactions (SAFE-T) program allows you to request compensation from Amazon after a refund is deducted from your account and issued to the buyer. When we issue a refund to a buyer and you believe you are not at fault, you can file a claim for reimbursement via SAFE-T. For more information, go to Reimbursement for seller-fulfilled network prepaid returns.
Shipping Claims: Follow Amazon Shipping Claims guidelines to file a claim. Review Amazon Shipping help for more details.
Christine.
