Customer claims item arrived damaged, but now saying that it wasn't received
Yesterday I had a customer claim that an FBM item that I sent arrived damaged and they were asking for a replacement. I package my items pretty well and suspected that this might be a scam. I sent them a message that I was sorry to hear that it arrived damaged and I attached a pre-paid label for return.
Today, I receive a message from the same customer that the item that they purchased was never received.
I have been selling on other platforms for years, but am relatively new to Amazon. It's not an expensive item. Looking for some advice on how to respond to this without getting Amazon upset.
Customer claims item arrived damaged, but now saying that it wasn't received
Yesterday I had a customer claim that an FBM item that I sent arrived damaged and they were asking for a replacement. I package my items pretty well and suspected that this might be a scam. I sent them a message that I was sorry to hear that it arrived damaged and I attached a pre-paid label for return.
Today, I receive a message from the same customer that the item that they purchased was never received.
I have been selling on other platforms for years, but am relatively new to Amazon. It's not an expensive item. Looking for some advice on how to respond to this without getting Amazon upset.
23 replies
Seller_OvL8C4BJWiuS9
You can reply that you sent a label for the first return reason. After that, no response needed. Or you can give in and just refund but be careful it doesn't become a habit-scammers will be all over your listings like flies because you give returnless refunds.
Seller_3wzBczgcWe0Ch
I would not even respond to the 2nd message.
Seller_ZApyWLlwH5KN7
This situation is the same as mine. A buyer applied for a refund after receiving the goods because it was delivered too late. Two days later, he claimed that the package was wrong brand. A few days later, he told Amazon that he had not received the package. It was obviously a liar, but Amazon neglected my appeal. I only received the appeal result on January 3rd and asked me to lodge an appeal before January 6th. However, I did not see a button to appeal, so I opened a case. , however I have been treated unfairly again and so far no team has responded to me.
In this regard, I say that Amazon is helping scammers to seek benefits, which is not an exaggeration at all.
Seller_R2dP7Hunjcdj0
IF you purchase postage for the order using Amazon Buy Shipping and the package was scanned into the carrier's possession before the close of the "Ship-By" window scheduled by Amazon than you should reply to the Buyer that if they Did Not Receive the package they should file a Claim on Amazon.
You should ALSO inform the Buyer that since you DID purchase postage for the order using Amazon Buy Shipping and the package WAS scanned into the carrier's possession before the close of the "Ship-By" window scheduled by Amazon, that it would be Amazon who would investigate their Claim and issue any Refund due to them.
If this is truly a scam it will end right there, and Amazon will have NO problem with how you handled it.
IF, however, you did NOT purchase postage for the order using Amazon Buy Shipping and make SURE that the package was scanned into the carrier's possession before the close of the "Ship-By" window scheduled by Amazon, then the Buyer's Claim of INR will most likely be honored by Amazon to YOUR detriment.
Another GREAT example of the Value of using the Seller Protection that Amazon offers.
Good Luck!
Seller_5xUDjRTyrAgVB
Unfortunately this has become so common. Wait until they change to a return for replacement. We have several that send empty boxes back and then get TWO items because of how bad this time of returns and scammers are
Seller_4HsL3GZbyDLea
This is not unusual. Amazon customers will try one scam.. Then try another scam. And then another.
Just for laughs I will share a true story. I once had a customer send a message that completely blew my mind. The customer sent a message claiming that they did not authorize the purchase AND the items arrived late AND the items that arrived were incorrect AND the items received were defective.
This is Amazon Upside Down Parallel Universe world. If you spend too much time trying to make sense of it you will eventually end up in a padded room pumped full of Thorazine.
But if you bought your shipping from Amazon Buy Shipping and the item was scanned in quickly by the delivery service there is not much more to do. You sent the label.
Seller_eGF36HMaL5Upp
We get these almost daily. The typical "I didn't receive my package, send me a refund" is responded to with instructions on how to file an A to Z claim. About 95% of the emails stop there or are responded with "My neighbor had it" or "I found it."
Today's complaint......" The delivery driver did not knock on my door; send me a replacement or refund immediately."
As frustrating as it is, eventually, you chock it up as part of the game and don't spend much time dwelling on it. Most of them think they are talking to Amazon anyway; once they see it's an actual person representing a company, they move on.
Seller_ZApyWLlwH5KN7
Regarding these phenomena, Amazon officials always remain silent and allow scammers to steal money from our accounts.
