Customer Intitiated Chargeback on a Switcharoo and Won - Never Even Returned Switcharoo
Hi,
@Tiff_Amazon @Rose_Amazon @Dougal_Amazon
We recently had a customer try to return a high-end vacuum cleaner to us. The customer claimed that we sent them a 10-Year Old Vacuum Cleaner instead of the machine we actually sent him. We track all serial numbers and double checked the weight of the product and can confirm that what we sent was the proper unit. We don't even keep old stock in our warehouse so it was impossible for this to occur. He sent us pictures of the unit we "sent" him and we alerted him to the fact that we tracked the serial number, etc. He still insisted on us sending a return label. Amazon was supposed to auto-generate a return label for this order so we informed him he should contact Amazon for the label. He never actually generated a return label though nor sent back the "old" unit. Instead he opened a chargeback claim to the credit card company and won the chargeback.
We sent this product to the customer overnight and he now has the brand new unit, did not return anything back and won the chargeback claim.
We are requesting a reimbursement for this order. Thank you
Customer Intitiated Chargeback on a Switcharoo and Won - Never Even Returned Switcharoo
Hi,
@Tiff_Amazon @Rose_Amazon @Dougal_Amazon
We recently had a customer try to return a high-end vacuum cleaner to us. The customer claimed that we sent them a 10-Year Old Vacuum Cleaner instead of the machine we actually sent him. We track all serial numbers and double checked the weight of the product and can confirm that what we sent was the proper unit. We don't even keep old stock in our warehouse so it was impossible for this to occur. He sent us pictures of the unit we "sent" him and we alerted him to the fact that we tracked the serial number, etc. He still insisted on us sending a return label. Amazon was supposed to auto-generate a return label for this order so we informed him he should contact Amazon for the label. He never actually generated a return label though nor sent back the "old" unit. Instead he opened a chargeback claim to the credit card company and won the chargeback.
We sent this product to the customer overnight and he now has the brand new unit, did not return anything back and won the chargeback claim.
We are requesting a reimbursement for this order. Thank you
32 replies
Seller_OvL8C4BJWiuS9
The chargeback is from the bank, not from Amazon. Did you dispute this through the chargeback notification?
Seller_Qbp9D0nQghko0
If you value your time, you cannot do anything. It's between you and the credit card company, which has more power in chargebacks than Amazon.
Amazon might close the buyer's account, or the credit card might close the buyer's card if he files too many chargebacks. Neither one will side with you or reimburse you for your loss.
Seller_lCX40xAkSs1xm
I would never recommend selling high value items on this marketplace due to high fraud levels. Sorry this is happening to you!
Seller_NaffGpwcLYP2C
Take the buyer to small claims court at your State, this is your ONLY hope
Seller_Qvkq0XIyYVeNa
I feel like a few steps of mediation were missed in your description of events. Did you respond to the chargeback case within Amazon?
Seller_K1iWK8Hu3m30t
Amazon seems to refuse to cover chargebacks for high value fraud. That is especially true for SNAD claims. You aren't going to win and Amazon will stop responding to you. Save the frustration and your blood pressure and walk away.
At least you didn't pay for postage for them to send you a box of rocks, alter the label, or return you actual garbage (I have been there too).
Seller_EaXxAGUKLYNL7
We did appeal prior but lost the appeal :/ It sucks because usually we can file a complaint and escalate it but in this particular case it seems nothing can be done. The machine was a $1259 unit that the customer received
Dominic_Amazon
Hi @Seller_EaXxAGUKLYNL7,
Dominic from Amazon here, want to provide some additional info. Understand the frustration with this situation, can you please provide me with the case ID? Also wanted to share additional info on chargebacks:
As outlined in our Amazon Services Business Solutions Agreement:
You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product.
Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
Please let me know if you have any questions.
Dominic
Seller_1ZjQmvBmVkYSs
Did you have insurance on the item? You can try to file a claim at least…
