Customer Complaint - Missing half an order - received the full order - Now wants a refund.
As we are winding down the business on Amazon, I have today received a message from a customer that they have received their order, yet according to the customer, they are missing half the items.
Now for every order we send, we use product barcodes, then implement the weight for the order into Click & Drop, to ensure accurate picking and packing is achieved. As I was the one packing this order, I know full well that all the correct items were in the parcel, and the weight & size of the box also matches the system I have in place. The proof of delivery image also shows the size of the box which was used, and I have just checked it with the same size label and the same box used to double check I sent the full amount. On top of this, I've just done a stock count of the products that the customer ordered and I have sent the correct quantity ordered.
The customer has contacted Amazon Customer Service, and the seller has also messaged me too. Now, given that I have double checked everything, I am very certain this customer is trying to fraudulently get a refund, even though they have actually received the correct quantity.
What would be the best cause of action regarding this? Advice is always welcome.
Thanks.
Customer Complaint - Missing half an order - received the full order - Now wants a refund.
As we are winding down the business on Amazon, I have today received a message from a customer that they have received their order, yet according to the customer, they are missing half the items.
Now for every order we send, we use product barcodes, then implement the weight for the order into Click & Drop, to ensure accurate picking and packing is achieved. As I was the one packing this order, I know full well that all the correct items were in the parcel, and the weight & size of the box also matches the system I have in place. The proof of delivery image also shows the size of the box which was used, and I have just checked it with the same size label and the same box used to double check I sent the full amount. On top of this, I've just done a stock count of the products that the customer ordered and I have sent the correct quantity ordered.
The customer has contacted Amazon Customer Service, and the seller has also messaged me too. Now, given that I have double checked everything, I am very certain this customer is trying to fraudulently get a refund, even though they have actually received the correct quantity.
What would be the best cause of action regarding this? Advice is always welcome.
Thanks.
0 replies
Seller_ZVAz3d5lZuGid
Message them saying that the weight of the parcel matches that as sent and the delivery photograph confirms that too. It does sound as though they could be trying it on, but never accuse the customer ! You could politely ask them what they say is missing. As they have contacted CS, I hope they do not automatically open an A-z on customer's behalf (which is what often happens), with very little chance of a good outcome for you.
Hopefully, once they realise you have confirmation of weight etc, and you have rumbled them, they may back off. Good luck
Julia_Amzn
Hello @Seller_fDrmmQlN9NI2Z I'm sorry you're experiencing this. Have you considered reporting this through the An abusive message was sent by a buyer?
Best, Julia.
Seller_s9KNnxjDTYNS4
I would attempt to get a forum mod to step in here @Julia_Amazonis usually very helpful!
If 7 days no response or viable update on here I would write a email to the MD email.
If no update after the recommended 2 days I would write LBA to Amazon, as they are actively enabling fraud on their platform, I assume the customer is not willing to send the 'partially' received item back following the refund?
Best case scenario here I would guess Amazon may issue an amazon funded refund.. System sucks, good luck!!
Seller_p7VNUS1ZjkdTB
Amazon is always on the customer's side no matter how much proof you have. We sellers have 0 support.
