Seller Forums
Sign in
Sign in
imgSign in
ForumsHomeDiscussions
ForumsHomeDiscussions
imgSign in
user profile
Seller_WOTRg2BzwQjvv

Customer returned a Laptop with a different motherboard and serial no

Please help, we sold a Brand new Dell laptop to a customer how opened a return a week later as they “no longer wanted the item”

received the laptop back today, upon checking, the case of the laptop has been opened and now the laptop has a different motherboard installed that is faulty with a different serial no.

upon checking the different serial no. it was 1st used in June 2018 (This is confirmed on Dells website and in the systems bios)

we contacted the customer to inform him this with Photo proof and now they have opened an A-Z claim for refund not received, please help with this

Thanks
Bill

170 views
18 replies
Manage Buyer Experience
Tags:A to Z Claims, Customer, Refunds
00
Reply
user profile
Seller_WOTRg2BzwQjvv

Customer returned a Laptop with a different motherboard and serial no

Please help, we sold a Brand new Dell laptop to a customer how opened a return a week later as they “no longer wanted the item”

received the laptop back today, upon checking, the case of the laptop has been opened and now the laptop has a different motherboard installed that is faulty with a different serial no.

upon checking the different serial no. it was 1st used in June 2018 (This is confirmed on Dells website and in the systems bios)

we contacted the customer to inform him this with Photo proof and now they have opened an A-Z claim for refund not received, please help with this

Thanks
Bill

Manage Buyer Experience
Tags:A to Z Claims, Customer, Refunds
00
170 views
18 replies
Reply
18 replies
user profile
Seller_EJIX7rqDNQJi2
In reply to: Seller_WOTRg2BzwQjvv’s post

How would you like to proceed?

Personally, in cases like this I always refund minus a 50% deduction to reflect the cost of loss of value after receiving back a materially different item. This way I am able to have any potential A-Z claim either denied or funded by Amazon.

By refusing to refund at all, you risk losing the A-Z claim with a full refund issued to the buyer. But I believe that you would be able to have the issue resolved through the Small Claims Court.

00
user profile
Seller_amUAzjvL5uIzu
In reply to: Seller_WOTRg2BzwQjvv’s post

“Personally, in cases like this I always refund minus a 50% deduction”
The returned laptop has no effective value & has been purchased by a thief
Send them a “Letter before Action” followed by Small Claims Court & tell them you will raise a case with Action Fraud.
Send details of the case to managingdirector@amazon.co.uk.

10
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

Thanks for the help

the problem is that the laptop costs over £1,000 and to issue 50% refund back to the customer would leave us with laptop that is worthless

would issuing 50% refund close the A-Z claim ??

00
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

so i have now refunded 50% of the value (Still crazy for what they have done)

i will now start a small claims case once the A-Z case has closed

00
Follow this discussion to be notified of new activity
user profile
Seller_WOTRg2BzwQjvv

Customer returned a Laptop with a different motherboard and serial no

Please help, we sold a Brand new Dell laptop to a customer how opened a return a week later as they “no longer wanted the item”

received the laptop back today, upon checking, the case of the laptop has been opened and now the laptop has a different motherboard installed that is faulty with a different serial no.

upon checking the different serial no. it was 1st used in June 2018 (This is confirmed on Dells website and in the systems bios)

we contacted the customer to inform him this with Photo proof and now they have opened an A-Z claim for refund not received, please help with this

Thanks
Bill

170 views
18 replies
Manage Buyer Experience
Tags:A to Z Claims, Customer, Refunds
00
Reply
user profile
Seller_WOTRg2BzwQjvv

Customer returned a Laptop with a different motherboard and serial no

Please help, we sold a Brand new Dell laptop to a customer how opened a return a week later as they “no longer wanted the item”

received the laptop back today, upon checking, the case of the laptop has been opened and now the laptop has a different motherboard installed that is faulty with a different serial no.

upon checking the different serial no. it was 1st used in June 2018 (This is confirmed on Dells website and in the systems bios)

we contacted the customer to inform him this with Photo proof and now they have opened an A-Z claim for refund not received, please help with this

Thanks
Bill

Manage Buyer Experience
Tags:A to Z Claims, Customer, Refunds
00
170 views
18 replies
Reply
user profile

Customer returned a Laptop with a different motherboard and serial no

by Seller_WOTRg2BzwQjvv

Please help, we sold a Brand new Dell laptop to a customer how opened a return a week later as they “no longer wanted the item”

received the laptop back today, upon checking, the case of the laptop has been opened and now the laptop has a different motherboard installed that is faulty with a different serial no.

upon checking the different serial no. it was 1st used in June 2018 (This is confirmed on Dells website and in the systems bios)

we contacted the customer to inform him this with Photo proof and now they have opened an A-Z claim for refund not received, please help with this

Thanks
Bill

Manage Buyer Experience
Tags:A to Z Claims, Customer, Refunds
00
170 views
18 replies
Reply
18 replies
18 replies
Quick filters
Sort by
user profile
Seller_EJIX7rqDNQJi2
In reply to: Seller_WOTRg2BzwQjvv’s post

How would you like to proceed?

Personally, in cases like this I always refund minus a 50% deduction to reflect the cost of loss of value after receiving back a materially different item. This way I am able to have any potential A-Z claim either denied or funded by Amazon.

By refusing to refund at all, you risk losing the A-Z claim with a full refund issued to the buyer. But I believe that you would be able to have the issue resolved through the Small Claims Court.

00
user profile
Seller_amUAzjvL5uIzu
In reply to: Seller_WOTRg2BzwQjvv’s post

“Personally, in cases like this I always refund minus a 50% deduction”
The returned laptop has no effective value & has been purchased by a thief
Send them a “Letter before Action” followed by Small Claims Court & tell them you will raise a case with Action Fraud.
Send details of the case to managingdirector@amazon.co.uk.

10
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

Thanks for the help

the problem is that the laptop costs over £1,000 and to issue 50% refund back to the customer would leave us with laptop that is worthless

would issuing 50% refund close the A-Z claim ??

00
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

so i have now refunded 50% of the value (Still crazy for what they have done)

i will now start a small claims case once the A-Z case has closed

00
Follow this discussion to be notified of new activity
user profile
Seller_EJIX7rqDNQJi2
In reply to: Seller_WOTRg2BzwQjvv’s post

How would you like to proceed?

Personally, in cases like this I always refund minus a 50% deduction to reflect the cost of loss of value after receiving back a materially different item. This way I am able to have any potential A-Z claim either denied or funded by Amazon.

By refusing to refund at all, you risk losing the A-Z claim with a full refund issued to the buyer. But I believe that you would be able to have the issue resolved through the Small Claims Court.

00
user profile
Seller_EJIX7rqDNQJi2
In reply to: Seller_WOTRg2BzwQjvv’s post

How would you like to proceed?

Personally, in cases like this I always refund minus a 50% deduction to reflect the cost of loss of value after receiving back a materially different item. This way I am able to have any potential A-Z claim either denied or funded by Amazon.

By refusing to refund at all, you risk losing the A-Z claim with a full refund issued to the buyer. But I believe that you would be able to have the issue resolved through the Small Claims Court.

00
Reply
user profile
Seller_amUAzjvL5uIzu
In reply to: Seller_WOTRg2BzwQjvv’s post

“Personally, in cases like this I always refund minus a 50% deduction”
The returned laptop has no effective value & has been purchased by a thief
Send them a “Letter before Action” followed by Small Claims Court & tell them you will raise a case with Action Fraud.
Send details of the case to managingdirector@amazon.co.uk.

10
user profile
Seller_amUAzjvL5uIzu
In reply to: Seller_WOTRg2BzwQjvv’s post

“Personally, in cases like this I always refund minus a 50% deduction”
The returned laptop has no effective value & has been purchased by a thief
Send them a “Letter before Action” followed by Small Claims Court & tell them you will raise a case with Action Fraud.
Send details of the case to managingdirector@amazon.co.uk.

10
Reply
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

Thanks for the help

the problem is that the laptop costs over £1,000 and to issue 50% refund back to the customer would leave us with laptop that is worthless

would issuing 50% refund close the A-Z claim ??

00
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

Thanks for the help

the problem is that the laptop costs over £1,000 and to issue 50% refund back to the customer would leave us with laptop that is worthless

would issuing 50% refund close the A-Z claim ??

00
Reply
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

so i have now refunded 50% of the value (Still crazy for what they have done)

i will now start a small claims case once the A-Z case has closed

00
user profile
Seller_WOTRg2BzwQjvv
In reply to: Seller_WOTRg2BzwQjvv’s post

so i have now refunded 50% of the value (Still crazy for what they have done)

i will now start a small claims case once the A-Z case has closed

00
Reply
Follow this discussion to be notified of new activity