Different Item Returned
Hi, I sold an item, buyer claimed item has arrived badly damaged in a conversation with Amazon customer service which was then passed to me. Then the buyer opened a returns case claiming Return Reason: Item defective or doesn’t work (No other buyer comment left on the return)
He/she has sent back the same model but in a different condition and a faulty one.
I suspect he/she has swapped their faulty item for the working one I sent out because the one I've received has marks and damage, whereas the one I sent was basically pristine. Also, I can pretty much guarantee this damage hasn't happened during transit, because the damage is more like gouge marks, deeps scratches etc which aren't going to happen in a padded envelope, with packagaing paper, and a solid cardboard box
So far, the buyer has only opened a returns case and returned the item, no A-Z claim is open
This is fraud?
What do I do?
Different Item Returned
Hi, I sold an item, buyer claimed item has arrived badly damaged in a conversation with Amazon customer service which was then passed to me. Then the buyer opened a returns case claiming Return Reason: Item defective or doesn’t work (No other buyer comment left on the return)
He/she has sent back the same model but in a different condition and a faulty one.
I suspect he/she has swapped their faulty item for the working one I sent out because the one I've received has marks and damage, whereas the one I sent was basically pristine. Also, I can pretty much guarantee this damage hasn't happened during transit, because the damage is more like gouge marks, deeps scratches etc which aren't going to happen in a padded envelope, with packagaing paper, and a solid cardboard box
So far, the buyer has only opened a returns case and returned the item, no A-Z claim is open
This is fraud?
What do I do?
8 replies
Seller_ZVAz3d5lZuGid
Sadly a common scam - what we call a switcheroo !
Yes it is fraud. Take photos of the one you have received back clearly showing the damage/condition. Contact the buyer, with the photos, and let them know that they have NOT returned the same item that you sent to them - but remain polite and professiona ! - hopefully they will realise they have been rumbled ! Is there a serial number on the item or anything that you can prove that it is not the item you sent ? You can give a very nominal refund - not sure what the least is that you can give - hopefully someone else will come along and advise.
Seller_zDUw7ekrB6OEy
This is a well known scam. Have you contacted the customer about this? If you do contact them about it be polite, say they seem to have made a mistake and returned the wrong item. Bear in mind, you only have so long in which to refund an order if it wasn't returned using an Amazon label and refunded on first scan.
Seller_4uKIP5ARPyO4W
Hi, just had one ordered an expensive book buyer said it was different condition to what was shown on listing, sent the photo of item listed and copied and pasted the description, no reply. It was refunded in full as it was a return (no problem as I thought at least get the book back) photo taken of parcel by good old Evri delivered was nowhere big enough to be the original item sent out (over 5kg) no parcel was left here. no point in asking for any help
Seller_HIWyXJCAuQ6DA
Hi all just an update.
Buyer opened an A-z case and left negative feedback. I responded to the case and thankfully Amazon DENIED the claim, no metrics affected because of the A-z claim and no refund.
However, how do I get the negative feedback removed? Logic tells me that if they deny the A-z claim (correctly), the negative feedback should also be removed... right?
I've tried the automatic feedback removal tool but it didn't remove
