Customer Scam??
Hello,
Not long started on Amazon and have a customer I am fairly sure is trying it on.
We sent them a non prime seller fulfilled item on Friday (Delivery date estimate was wednesday) they messaged over the weekend just saying "cancel order".
I responded that it had been dispatched already (which the tracking obviously shows too and if they did not want it they could follow the returns procedure when they received it and when we got it back we would refund them.
Then literally as soon as it was delivered they messaged saying it was damaged and they wanted a refund. I asked them for some pictures and they sent me some pictures of a soaking wet box (the product is a liquid cleaning gel). But in the tracking you can clearly see them being handed a completely dry box. Also the product comes in a very sturdy plastic container which we not only package well we also put it in a leakproof bag.
We have sold quite few of the same product and no other issues with the packaging.
I don't really want to call the customer out on it and get back feedback as we have only just started but at the same time I do not like having my pants pulled down and strongly believe people like this should be punished.
Any advice? Or just take it on the chin?
Thanks
Customer Scam??
Hello,
Not long started on Amazon and have a customer I am fairly sure is trying it on.
We sent them a non prime seller fulfilled item on Friday (Delivery date estimate was wednesday) they messaged over the weekend just saying "cancel order".
I responded that it had been dispatched already (which the tracking obviously shows too and if they did not want it they could follow the returns procedure when they received it and when we got it back we would refund them.
Then literally as soon as it was delivered they messaged saying it was damaged and they wanted a refund. I asked them for some pictures and they sent me some pictures of a soaking wet box (the product is a liquid cleaning gel). But in the tracking you can clearly see them being handed a completely dry box. Also the product comes in a very sturdy plastic container which we not only package well we also put it in a leakproof bag.
We have sold quite few of the same product and no other issues with the packaging.
I don't really want to call the customer out on it and get back feedback as we have only just started but at the same time I do not like having my pants pulled down and strongly believe people like this should be punished.
Any advice? Or just take it on the chin?
Thanks
13 replies
Seller_76AUwmqvSyRIM
I would certainly NOT refund. No way!
Rather than call them liars, just tell them that the photo in the tracking shows them receiving a dry box and are they sure they haven't mistaken your order with one from another seller. Attach a screenshot of the tracking page and photo to the message..
This gives them a way out without losing face.
Seller_d8YGbIjNqwFxn
Stand your ground on this.
I get a damage product complaint every couple of weeks. I tell them just to raise a return request and we will refund once the damaged item is returned. Very rarely do we hear from the customer again.
Seller_IQo80d99W2DzP
Amazon has LOTS of scam Buyers, Amazon encourage it, and even promote it, so unfortunately, get used to it!
They waste hours of your time, but start a Word Doc (convert to PDF) or as a jpg photo. Screenshot the photo of the delivery, plus link to the courier website, tracking number, GPS tracking to show their order, etc.
Attach as a reply to the Buyer to prove that your parcel arrived ok, so cannot claim from the courier, and you assume it has to be another order from a different Seller that has an issue.
However, if they consider it is your item, tell them to raise a Return request and you will inspect when received back (tell them to return complete in the makers packaging and the extra wrapping, sealed bag, etc), and say that Amazon and not Sellers process the refund (that way they should get a 1st scan refund and you can make a Safe-T Claim).
PS - they can still give bad feedback of course, which is unlikely to be removed
Seller_V6DKYyRKqyUtD
You stated that you just start selling on Amazon. however this is want amazon sellers have been putting up with for years. And no support given from Amazon to stop cyber shoplifters.
Seller_9vIy0m25XaQc0
Sadly despite your evidence of the goods delivered in good condition, if the seller raises an AtoZ they will win and be refunded as Amazon will always be on the side of the buyer, i have experienced this so many times. In reality an AtoZ is just a buyers "if don't want to pay but keep it anyway" scheme.
Winston_Amazon
Hello all,
If you have questions or need insights regarding the SAFE-T process, such as filing claims and managing them, we invite you to an online event on September 10, 2024, from 9 a.m. to 5 p.m. (British Summer Time). Post your inquiries in the "SAFE-T Ask Amazon" thread, and our team will provide detailed responses. Please keep in mind that this event focuses on addressing general queries only, and we cannot provide guidance on specific claim cases. We look forward to answering your questions and providing valuable information during this interactive session.
Find out more here, Get answers about SAFE-T at a Managing Returns – SAFE-T Claims Ask Amazon Event on September 10, 2024!
