Return Fraud, Cannot make a claim or stop customer
We are looking for guidance on how to stop return fraud. One customer in particular is buying new product 5 times over 2 years, originally directly through us and then 4 times on Amazon, returning, old versions of items or random items each time. We've even received a bronze pipe in returns which tells us the contents are not even being verified as the correct items.
Photos show new hardware, old device from 2020, bronze pipe and 4 orders and returns from one customer.
How can we prevent this?
How do we file claims? These orders are not eligible for SAFE-T claims apparently.
The other claim form is broken and you cannot proceed with submission after step 2: https://sellercentral.amazon.com/help/hub/reference/G9N934L7Y4SFWPJ4
31 replies
Seller_4zBzdtgCyS9EI
Amazon will not help you. They don't care if they don't pay for it.
But if you have good evidence (such as a video opening the next return, plus your evidence from prior returns to establish a pattern) you can certainly file fraud charges against this person and go for damages.
Seller_f4a7xAPCCSMqD
For FBA returns, you should be able to open a case to ask for reimbursement if they are returning a materially different product to you.
- scan the barcode on the LPN sticker into the search field on the FBA returns page to find what order it belongs to.
- open a case for FBA returns reimbursement. This is the form response that we use:
This was an FBA order. The buyer returned a different item. The buyer purchased a XXXX but returned a XXXX that we do not carry.
This was from Removal Order ID Shipment ID XXXX
the shipment tracking number is USPS XXXX
The item originally ordered was:
SKU XXXX
ASIN XXXX
Order ID XXXX
I will provide images of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.
3. make sure to include pictures of the return shipping label, the included packing slip, the LPN sticker, and the returned product outside of packaging
Seller_R2dP7Hunjcdj0
First of all, this is THEFT, plain and simple. In my opinion, your Thief knows Amazon Policies very well, and KNOWS that an FBA order is NOT subject to Safe-T Claims.
This is one of MANY reasons to avoid FBA.
Another is your assertion that the Returns to FBA are often not checked, but merely accepted.
There IS a way!
However, the ONLY way I can think of to protect yourself from this is to switch from FBA to FBM.
Since these items are over $100.00 they would NOT be automatically Refunded by RFS (Refund at First Scan) as an FBM order.
This means that your can wait to issue any Refund until AFTER you have received back the Return and verified it's contents and condition.
In such cases as you describe, you can even withhold up to 100% of the Refund with photo evidence proving your position.
And IF you purchased postage using Amazon Buy Shipping and shipped On-Time per Amazon directives, you would be protected from a retaliatory A-Z Claim from the Buyer.
It is important to remember to NEVER accuse the Buyer of anything illegal, but to present the matter as an honest mistake by the Buyer (even though it is obviously not).
For ALL products valued at $100.00 and up, it is FAR safer to sell FBM than FBA.
AND you get to avoid paying all of those Amazon Fees that are part of the FBA business model.
I hope this helps!
Good Luck!
Seller_K1iWK8Hu3m30t
I have multiple customers who regularly would commit returns fraud if given the chance. Thankfully, I have a system that allows me to identify their orders and cancel them prior to shipping them out. If you have that functionality, I would suggest taking the hit on your cancelation rate rather than the loss.
You have been using the report abuse tool as well? I don't believe it is anymore more than a make the seller feel good tool and they aren't investigated but I do it anyway.
Seller_4mbrVddPNE9Zm
Ive been in your shoes and this is what i do that has worked for me.
I take photos of what they sent back and email the customer asap. I inform that the item i have received does not match what i shipped and sold.
I explained i understand that this was possibly a mistake and that ill be happy to provide a refund after they return the correct item to me. They can also provide a prepaid return label for the item that i have if they would like it back.
Do not refund them; provide this explanation and provide images of what was sent back. apparently this is the correct process on amazon. If amazon refunds on your behalf; you can Safe-T claim.
Always report every single order that does this. You can still report all their past orders. One claim per order ID.
"A customer who is violating returns and refund policies"
https://sellercentral.amazon.com/abuse-submission/form/buyer-abuse-refund
Seller_D0wUuXUumSOh6
Type in "removal order claim" into search bar on seller central homepage. Go from there.
Seller_oiEyQ5u2ypxdt
I am having similar experiences in my store as well but I file SAFe-T Claims. Sometimes they are denied on the basis that someone is too lazy to actually review the claims correctly. The customer is not always right!
Seller_01R9sl2mhdttn
All you can do is to report this buyer, Amazon do nothing to help sellers. we are alway in the same situation.
Seller_aEzr9PjpfpuxN
This is the cost of doing business through FBA. there really nothing you can do. Scammers look for FBA sellers because they can scam them just like this. I suggest you switch to FBM and if this happens you can issue a partial refund and report them through you account health page by clicking on report abuse.
I don't know if you can report this but maybe someone can enlighten us
Seller_OL81UG3MS8QC9
for FBA switcheroo returns - go to help in SC, then get help & resources, select FBA Returns Reimbursements
Type in the order number. You will need to attach pictures of what you received along with the packing slip and LPN.
FBA customer damaged returns are not eligible for reimbursements, but if they send you a different item then this works.
