Return arrived damaged and unsellable! advice
Hello all,
had a return for a item that was missing parts, we accepted the return and upon unboxing it the item has been returned in a completely damaged and unsellable condition. The item was a PS4 and it now has a huge crack in the casing leaving the inside parts rattling and loose and in a non working condition
We advised the buyer and sent pictures however they are demanding a refund or they will involve amazon. I’m not caving in on this so anyone have any advice on how to handle a claim for this?
Thanks
Return arrived damaged and unsellable! advice
Hello all,
had a return for a item that was missing parts, we accepted the return and upon unboxing it the item has been returned in a completely damaged and unsellable condition. The item was a PS4 and it now has a huge crack in the casing leaving the inside parts rattling and loose and in a non working condition
We advised the buyer and sent pictures however they are demanding a refund or they will involve amazon. I’m not caving in on this so anyone have any advice on how to handle a claim for this?
Thanks
0 replies
Seller_hC0hNVDuILaKO
Are you even sure that this is the same unit you dispatched?
Can you verify the serial number either through your records or via the manufacturer?
But document all the evidence by way of photos, of both this item as is, including the packaging and all the damage and of a new unit in the condition it would have been when sent to the buyer .
This way it should be clear to Amazon what the difference is and how badly abused the return unit has been.
Some may advise you refund a partial amount, but I personally would not do so if the unit value is now zero.
Seller_xUKHc5xSYJmI4
Hi
Your business returns policy should cover events like the one you describe above. The order does not qualify for refund if it is as you have described. Like the other seller has already quoted the serial number by be an issue and could have been exchanged with an older one. Like with all electrical appliances they are covered by the manufacturer warranty, I cannot imagine they would cover crack unless the order arrived damaged?.
Seller_qHzcAWcsPVCfg
The OP has not said what reason was given or comments made by the buyer for the Return. That would help clarify the issue.
Guessing, if the PS4 has loose bits inside I would definitely go for the probability that a different PS4 has been returned. One that the buyer has tried to fix, or removed bits from. Were the crack to have happened in transit, I very much doubt the same impact would have loosened bits inside. Hence most likely this is a fraudulent scam return.
Seller_T0qfk8QQCsVR9
I had a recent client steal a 50ml pot of luxury cream (cost to me £175) from a set I sent them and I actually gave them a free 15ml pot too! there is no way on earth the larger pot would have been missing and the client did not indicate any packaging damage.
Your customer will probably file and A-Z claim so what you need to do it defend it point by point and ask Amazon to back you up
did you take a pic of the perfect unit prior to dispatch next to their shipping name and address?
On that occasion amazon defended me but it was very stressful indeed knowing this client was lying
I wish you good luck
Seller_dotUZJUB3ccs1
I have this happen 2-3 times a year for a heater pump that I sell. The last one even returned a different colour pump that was 2/3 years old. Amazon refunded! Sent a letter before action and promptly received a repayment from the customer. Do not back down as too many people are abusing the return system.
Seller_Nprc5XWvdLYk9
have you checked the serial number, white sticker on core cardboard box and laser etched onto console itself
Seller_qgw5ach2ZnuHO
I have a solution to this issue which has damaged many many sellers. If the return is collected by Amazon warehouse and approve or reject and then send all returns to the seller on monthly or whatever the time interval basis. They can charge a small fee for this service.
This way buyer will keep themselves in limits and sellers will be satisfied and there will be no such issue of trust or mistrust.
Seller_vmXKMgVCpmLVt
I cannot help you with this matter, but maybe offer a solution for future reference to all sellers that get this problem.
My college sells branded goods online, and either upon dispatch or/and with the dispatch encloses a note to the buyer, that states.
The item enclosed has been scanned, and has the following serial # ~~~~~~~~. we are advising you of this, so you have the information, should your home insurance need it in the future.
Since doing this, he has not received one return or complaint, as the buyer knows, the seller know’s the serial number, so cannot return a different item…Just a thought for the future.
His motive was not to assist any insurance claim, but to stop dodgy returns & it works.
Seller_yc71YRAOzsrDX
PS4’s have unique serial numbers. You should be able to prove he sent back a different unit with this. If it’s the same unit then it’s entirely possible it was damaged during shipping. (I have personally received damaged items from hermes and royal mail) Hopefully you keep track of the serial numbers you’re issuing. If you don’t keep track of the serial numbers, then you’ll probably have to take this one on the chin. Things do get damaged during shipping after all.
