Buyers claiming wrong item received without proof
The buyer reported that she received a wrong item and asked that I sent it again. This message struck me as suspicious. I asked the buyer to provide me with a photo of the wrong product (batch number) she received. I asked a several times to provide a photo of the wrong items. The buyer did not respond.
The buyer left me a negative review and wrote that I did not respond to her messages. It is not true! I suspect that the buyer wants to cheat me if after 7 messages she does not want to provide photos.
How to be in this situation? Who has an expirence, please advice.
22 replies
Seller_NoLYurmb006tq
Hi frustrating it is the buyer does not have to provide images on instances like this we would normally offer a refund on return or exchange we wouldn’t just offer to let customer keep it as you know they are taking the mick… If it was a older person Beatrice or someone like that and she said she couldn’t manage a phot would probably agree on that one mind lol
Seller_2BrPSydGy6oyq
On such claims, I send the buyer a photo of the item on the scale with packing slip and postage label visible to confirm the correct item ordered was sent, however if they wish to return for a full refund, they should open a return request…on the very few times it’s happened, had a quick reply from the buyers with an apology, it was another seller/item.
I guess mistakes can happen 
The problem with Amazon messages is you can never be sure the buyer received the message, or read it as so many are blocked, unless message header contains ‘Important Information About Your Order’ which should reach them, it’s guesswork they got it?
Seller_bhSWqoVh7Pn98
Often Buyers do not read their emails, they may also go to junk/spam.
You could post a letter to the Buyer, including how to log into Amazon messages, so the Buyer can see that you replied many times (even provide a copy of each on paper for them). Kindly (through gritted teeth), ask them to remove the feedback, as what they said was not correct.
Also, tell them how to return the item to you for refund. It is best to get rid of these problem Buyers and refund when the item comes back (inform them must be as new, to well pack and how to return, eg use Hermes store and at what cost if you cover the cost if it is the wrong item).
It is best in emails to give the Buyer 2 options, to take a photo to resolve, or to return (give full returns information, that way if an A-Z Claim, then they can see the Buyer had authority and to return the item, that is the ONLY way Amazon want you to action), I would still inform them your returns details now (in an email to them), in case A-Z Claim follows.
Seller_HMxMRdomHkjHi
I had one of these, the buyer claimed to have received a different version of a similar book. I did not sell this book and had not had it in my inventory. After telling her this heard nothing further from her.
Seller_lozGK80mX5Aqf
Similar situation but my buyer raised an A to Z straight away, no other correspondence was received.
In the A to Z claim they stated the wrong size had been sent.This claim was automatically granted if favour of the buyer, we tried appealing asking for evidence and asking them to raise a return but no joy.
Cannot be right.
Seller_J2H5GprhaORbt
Always in these cases ,
Just appologize ,
Ask them to put in a return request , which will be authorised as this is Amazon Policy and keeps all the paperwork in one place
And explain that you are attaching a pre-paid returns label to this message so thy have it straight away
Always attach the Pre-paid returns label
Seller_vTCC47DVMGUB8
Something not mentioned here, but often seen on other topics is that Buyers can opt out of getting messages. The best way to contact them is by sending an email from your email account with [Important] at the start of the subject line.
Just to make clear the word is [Important] including the square brackets.
Customer confusion is a problem, we recently had a complaint and asked the person to return the item. They did and it was not what we sold them. On checking the tracking, due to late delivery by Royal Mail, the item we sent only actually arrived the same day we had their return to us. Not heard from them since?
Seller_ktAd0bJZvKr5l
How humiliating it is to prove that " I am not an elephant".
Seller_ktAd0bJZvKr5l
I plucked up my courage and wrote SMS to the buyer. Hope for a positive result (crossed fingers).
Seller_TH9DATW06Doc2
If customers can lave negative feedback so easily, then amazon should make it just as easy for them to remove it. I have 5-10 messages from customers who left them in haste but can not figure out how to change or remove it as much as they want too.
