Handling Fraudulent Return Claim and Negative Feedback - How to Resolve?
Customer ordered a power bank, power bank and retail box has production serial number e.g. if produced in June 2025
Customer initially reported receiving a damaged item, amazon gave them full refund instantly, we contacted customer and asked what is the issue then customer sent us photo, claiming we shipped them used unit, which is 100% wrong, fake attempt, provided us an image of an old, used device which is impossible as we do not sell used nor stock any used power banks, all come factory sealed and once seal is broken you cannot seal these back the same way.
We Responded, denying that its fraudulent claim: we shipped 100% factory-sealed, brand-new unit. Image provided is not our stock. ( like we see in movies if we can get a search warrant of customer home via police search lol, i am 1000% confident customer will be found using both devices or at least our new device will be in their possession.)
When we denied, as we are company and not selling any used products anyway, customer left negative feedback trying to prove they are right and we are wrong, claiming used product received. Its not about giving refund and resolving the issue, its fraud and deception case which we will not accept and take the blame on us as we have shipped customer 100% factory sealed product.
We Replied customer, stating: "We fully deny your claim, as we delivered a brand-new sealed box. We leave this with Amazon's investigation team, but as a business, we cannot accept such claims; these are highly damaging for small businesses and cannot be continued." Advised customer that product has 2025 june production serial number printed underneath, and the product pic they shared is not our stock, not sold by us, not purchased from us, not ours at all.
We then filed Amazon T-safe claim which obviously has been denied, yet customer’s claim persists. Sadly its not the first time we’ve faced such issues on amazon; we know the customer’s tactic, but fear Amazon may favor them, leaving us unsupported.
Today we have received a policy warning that we have used inappropriate language to customer and our account could be deactivated!!!! but its the customer who is making a false claim.
Could anyone advise, how do we resolve this fake claim case effectively, protect our business, and remove the negative feedback? Amazon’s lack of support is frustrating. We have already requested feedback removal which also has been denied. We have tried all options but hitting the wall at the moment!
Just to confirm, customer has not returned the so called used item, we have not received anything back from the customer. It was sold by us on FBM but prime customer.
OID: 204-6627021-3688351
Handling Fraudulent Return Claim and Negative Feedback - How to Resolve?
Customer ordered a power bank, power bank and retail box has production serial number e.g. if produced in June 2025
Customer initially reported receiving a damaged item, amazon gave them full refund instantly, we contacted customer and asked what is the issue then customer sent us photo, claiming we shipped them used unit, which is 100% wrong, fake attempt, provided us an image of an old, used device which is impossible as we do not sell used nor stock any used power banks, all come factory sealed and once seal is broken you cannot seal these back the same way.
We Responded, denying that its fraudulent claim: we shipped 100% factory-sealed, brand-new unit. Image provided is not our stock. ( like we see in movies if we can get a search warrant of customer home via police search lol, i am 1000% confident customer will be found using both devices or at least our new device will be in their possession.)
When we denied, as we are company and not selling any used products anyway, customer left negative feedback trying to prove they are right and we are wrong, claiming used product received. Its not about giving refund and resolving the issue, its fraud and deception case which we will not accept and take the blame on us as we have shipped customer 100% factory sealed product.
We Replied customer, stating: "We fully deny your claim, as we delivered a brand-new sealed box. We leave this with Amazon's investigation team, but as a business, we cannot accept such claims; these are highly damaging for small businesses and cannot be continued." Advised customer that product has 2025 june production serial number printed underneath, and the product pic they shared is not our stock, not sold by us, not purchased from us, not ours at all.
We then filed Amazon T-safe claim which obviously has been denied, yet customer’s claim persists. Sadly its not the first time we’ve faced such issues on amazon; we know the customer’s tactic, but fear Amazon may favor them, leaving us unsupported.
Today we have received a policy warning that we have used inappropriate language to customer and our account could be deactivated!!!! but its the customer who is making a false claim.
Could anyone advise, how do we resolve this fake claim case effectively, protect our business, and remove the negative feedback? Amazon’s lack of support is frustrating. We have already requested feedback removal which also has been denied. We have tried all options but hitting the wall at the moment!
Just to confirm, customer has not returned the so called used item, we have not received anything back from the customer. It was sold by us on FBM but prime customer.
OID: 204-6627021-3688351
2 replies
Xander_Amazon
If you don’t agree with the SAFE-T’s decision — and you have additional information and evidence to support your argument — you can appeal the SAFE-T claim. You must file your appeal within seven days of the claim decision.
To file your SAFE-T claim appeal, select the View Message button located on the Manage SAFE-T claims page for the corresponding order ID. Simply post your appeal information at the bottom of the page, replying to the claim decision.
You can appeal a SAFE-T claim only once, so study the denial reasons and provide additional information that will support your appeal.
Note: Be sure to check the reply by and appeal date. Manage SAFE-T claims page will indicate “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>” against each claim.
Since you have already submitted a case for review removal. it is ultimately up to that moderation team to remove it (and it is only removed if it violates guidelines).
