Customer refunded for stating 'incorrect item'. No evidence provided, no return required
Having fought many refund cases over the years, this latest instance was a shock even to us.
A customer stated to Amazon that they had received an ‘incorrect item’ and they were immediately refunded. We asked for evidence from both Amazon and the customer to verify that the wrong product had indeed been received, neither supplied any.
Due to the product falling under ‘hazardous goods’ (a wood finish) as a seller we are, in effect, expected to sign off that customers are not required to return items. We stated in a SAFE-T case that if the wrong item had been sent then we would not expect a return (as per T&Cs), however we would need evidence that this was the case (we believe the correct item was sent).
Long and short, SAFE-T denied, appeal denied, customer refunded £75.95. We now have to make a decision on whether or not to proceed through small claims court to recover our funds as we believe that the customer has potentially obtained goods through deceit (fraud).
The standard Amazon protocol of ‘we stand by our decision’ in this instance seems incredibly unjust. It leaves a bitter taste and is a considerable waste of time.
Customer refunded for stating 'incorrect item'. No evidence provided, no return required
Having fought many refund cases over the years, this latest instance was a shock even to us.
A customer stated to Amazon that they had received an ‘incorrect item’ and they were immediately refunded. We asked for evidence from both Amazon and the customer to verify that the wrong product had indeed been received, neither supplied any.
Due to the product falling under ‘hazardous goods’ (a wood finish) as a seller we are, in effect, expected to sign off that customers are not required to return items. We stated in a SAFE-T case that if the wrong item had been sent then we would not expect a return (as per T&Cs), however we would need evidence that this was the case (we believe the correct item was sent).
Long and short, SAFE-T denied, appeal denied, customer refunded £75.95. We now have to make a decision on whether or not to proceed through small claims court to recover our funds as we believe that the customer has potentially obtained goods through deceit (fraud).
The standard Amazon protocol of ‘we stand by our decision’ in this instance seems incredibly unjust. It leaves a bitter taste and is a considerable waste of time.
6 replies
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If you’ve appealed, opened a safe-t and escalated to MD with no joy, you’ll need to send a LBA to amazons legal department
It’s not the customer that been deceitful as such, I can vouch as a buyer that amazon will often offer returnless refunds for hazardous goods etc
It’s amazon that have offered the refund and therefore they are to be sent the LBA
