Switched goods on a high value return ... again
been hit with another nasty buyer who thinks they can get away with switching the goods and returning a different product to us . the product shipped was brand new factory sealed bearing a unique serial number, goods returned by buyer look very used and bearing a totally different serial number and manufactured a whole year before the item we sent!
The returned goods also were heavily used and with stains, and not indicative of a product the buyer only had in their possession for 2 days before shipping back to us (which allegedy was DOA)
the fault on this returned product is as the customer described, but its not our product.
Now will Amazon help? and how do i process no refund with 100% deduction - is that even possible.
11 replies
Seller_ZJhFeE3tNKzfh
Have you checked refund at first scan hasn't taken place first? Though as its high value, hopefully you'd excluded the goods from the prepaid return label system.
If it has been refunded through first scan, you'd need to open a Safe-T Claim with amazon.
If refund at first scan didn't take place- you can find the return in Manage Returns, click the yellow Issue Refund button and from there you can click Apply Refund Reduction.
It used to be a reduction of 100% failed on submitting, but you could do 99%. You also need to upload images of the damaged and materially different goods returned.
It's likely the customer will then open an A-Z for the refund, that you will then need to fight. You can also report abuse here.
Seller_ovMH8VuyV3OaR
Report the issue to Amazon who as usual will do nothing and just side with the customer , and then contact the Police for Fraud and they will be able to see if the customer is a repeat offender and hopefully take action if you provide any evidence you may have , but dont expect Amazon Seller Support to help - they are not going to change a habit of a lifetime.
Good luck and update this post to see how you managed to get on.
Seller_eBdcCdLghm5NV
If it was refunded at first scan, open a Safe-T claim. Ensure that you mention in the claim description that the buyer is in breach of Amazon's terms and conditions.
Seller_vNGUliyBfm8re
customer has backed down for now since i caught them out , so hopefully nothing more comes of this. they offered to withdraw the return request but haven't yet.
no refund and no a to z so far.
Seller_wiqMzDPfbYmZX
Im beginning to get absolutely sick of buyers on amazon doing this and amazon full facilitate customers to scam sellers as well.
almost every week i get returns from customers that claim their devices are faulty upon arrival, they then open a return and send it back only to find the serial numbers do not match and we have been sent a well used battered device back.
I do my best to catch customers out however there are many customers that know if they open a A-Z claim they 99% always get their money back.
Its a shame because there is alot of honest buyers out there and its ruined by all the package switching scammers which amazon allows them to get away with.
Seller_IQo80d99W2DzP
Indas
We have exactly the same issues, just had a £80 item back, serial number removed from the item, the antenna was torn off, even blood over the item. Not the one we supplied by us quite clearly that was brand new, and had been QC checked by the maker/agent. Now we have an A-Z Claim to appeal, as the Buyer still won, even though we emailed the Buyer with proof. (He spoke to us over the phone said his brother has the same item, but says the one damaged like this, arrived to him that way, the liar!)
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You still need to refund 99%, as you cannot refund 100%. Otherwise, if you do nothing the Buyer can raise an A-Z Claim in 2 days and get all their money back!
Show with photo not the same serial number, upload an invoice as well with the serial number supplied, that shows that it does not match.
Also, raise as a violation, so all logged correctly.
