Abusive Return - Best Way to Handle?
I have a scammer that bought a 5-pack of a new/sealed item.
They returned one of the five items sent, stating they only got one (a lie) and that the one they got was broken (a lie).
So I get one out of the five pack returned, and the one returned has been severely abused. I guess they thought since they broke one, they can return it and get a refund for all 5.
I wrote back explaining I won't be giving a refund until the other 4 items are returned. Again I am told he only received one, which is a lie and I indicated the package weight shows that more than a single item was in the package sent to him.
He doubles down and claims he only got one and threatened to get Amazon involved. Whatever. I reported the buyer for returns abuse.
Anyway, he hasn't done anything yet and the item was not refunded at first scan.
I want to recover the return shipping costs for this fraudulent return. Should I leave the return OPEN until Amazon refunds the loser? Or should I 'complete' the return without a refund, or just wait until it closes automatically, before requesting a reimbursement through a safe-t claim? I have a feeling if I close the return without refund, that would make me ineligible for a safe-t claim reimbursement, but not sure.
All of this is so unnecessarily complicated. Why isn't there a DENY RETURN button to select from, for instance?
Abusive Return - Best Way to Handle?
I have a scammer that bought a 5-pack of a new/sealed item.
They returned one of the five items sent, stating they only got one (a lie) and that the one they got was broken (a lie).
So I get one out of the five pack returned, and the one returned has been severely abused. I guess they thought since they broke one, they can return it and get a refund for all 5.
I wrote back explaining I won't be giving a refund until the other 4 items are returned. Again I am told he only received one, which is a lie and I indicated the package weight shows that more than a single item was in the package sent to him.
He doubles down and claims he only got one and threatened to get Amazon involved. Whatever. I reported the buyer for returns abuse.
Anyway, he hasn't done anything yet and the item was not refunded at first scan.
I want to recover the return shipping costs for this fraudulent return. Should I leave the return OPEN until Amazon refunds the loser? Or should I 'complete' the return without a refund, or just wait until it closes automatically, before requesting a reimbursement through a safe-t claim? I have a feeling if I close the return without refund, that would make me ineligible for a safe-t claim reimbursement, but not sure.
All of this is so unnecessarily complicated. Why isn't there a DENY RETURN button to select from, for instance?
15 replies
Seller_fES06yRlGgMc4
Thank you for reporting the buyer for Returns Abuse. You don't get immediate gratification by doing that and many sellers won't bother, which comes back to bite all of us.
Unfortunately, Amazon is inconsistent in this and so many areas. You can't count on a specific outcome to your actions.
I think I would be inclined to refund 50% of the value of 1 of the 5 items. In the rare instance of a live employee reviewing the case, you would at least show that you are following policy.
Joey_Amazon
Hello @Seller_Sram36TnVt73c,
Thank you for posting here at the forums!
In order to best assist you please share a Case ID or an Order Id. This will allow me to determine your best next steps.
Cheers,
Joey
Seller_2WgClSVWJzsvQ
If you have the exact packaging and the return, take photos of the one item that was returned. People are doing a lot of scams lately because they don't want to pay. Report to amazon immediately that they are an "abusive buyer" violating return policies of amazon. They should be kicked off the platform.
Seller_2WgClSVWJzsvQ
call amazon seller support immediately for assistance. Meanwhile contact buyer via buyer/seller messaging with professional language and photos that you provide of their return. Professional and direct, non emotional language is best to state your case to both the buyer who is abusing policies and to amazon. Send photos and take photos of the package you received, also of the product you received. Amazon should help you especially if you provide the order ID and explain what the buyer is doing.
Seller_Sram36TnVt73c
So after the garbage he sent back, he tried the INR claim and now an A to Z claim. Taking photos etc. tonight. Thanks!
Seller_PtGpxENzPXvh8
Similar here, a customer said the package was not delivered (USPS says it was) I used the Amazon AI message for them to verify their address. They did not, only demanded another package. Sent them another package. Then a week later Amazon credits them for the original order...SMH So I lost 2 packages to a scammer! SMH Not much small business can do.
Seller_Sram36TnVt73c
Well I just got an email that I won the A to Z claim against this fraudster. To recap:
The buyer made a purchase and returned a broken single item from the pack claiming he only got one in the first place. A lie. I closed the return request without reimbursement, selecting the reason buyer did not return the item.
When I ask for the remaining product he claims he only got the one so then he files an INR complaint to get refunded since I was not having it with the ridiculous return nonsense. I close that, stating the product was delivered and providing tracking number for it.
Then he does the A to Z claim. I provided photos of the product as it looks when I ship it out versus the garbage he sent back. 3 days later Amazon lets me know they funded the refund (I presume).
Seller_GpoPs9VjI4McU
Good luck. Be carefull because Amazon will suspend your account. They only believe the customer. I had a customer make a return and they filled the package with scrap metal for the weight and Amazon ended up returning their money. Amazon does not really care about the seller!
Seller_08TZq9sOIaGvv
Not sure it helps here, but every time I get an order for more than qty 1, I take a photo of the items and the shipping label together. So when I get a "you only sent one", I have some ammo. The first and perhaps most important is if I can't find a photo, then I made a mistake and only sent one. Then the other protection is I can explain that we have an extensive quality control system that shows that there were exactly X number shipped. No need to show the photo unless they move forward, they usually don't.
