Customer Returned Amazon Box with wrong item ... what to do?
I am FBM. I sold common consumer electronic item to my customer in Ontario, Canada worth $700 CAD.
Customer requested a returned with reason "better price found" and I sent a prepaid UPS return label.
Today the box arrives and it's huge. Instead of the 2 lb box we sent, we got back an 8 lb box 5 times the size.
Just in case, I opened it and it contained an Amazon Prime box and Halloween / Birthday costumes with accessories, maybe worth $20-$40.
Tracking shows delivered and all I have are my photos of the returned box.
I've been selling professionally on Amazon for 10 years, and amazingly this is the first time this has happened.
Obviously I won't refund the order, but we all know what comes next when the customer doesn't see their $700 CAD refunded.
In case a moderator can jump in and help, please reference Case ID # 15205152831.
I would love some advice from FBM sellers that have had the same issue in the past. Thank you kindly.
Customer Returned Amazon Box with wrong item ... what to do?
I am FBM. I sold common consumer electronic item to my customer in Ontario, Canada worth $700 CAD.
Customer requested a returned with reason "better price found" and I sent a prepaid UPS return label.
Today the box arrives and it's huge. Instead of the 2 lb box we sent, we got back an 8 lb box 5 times the size.
Just in case, I opened it and it contained an Amazon Prime box and Halloween / Birthday costumes with accessories, maybe worth $20-$40.
Tracking shows delivered and all I have are my photos of the returned box.
I've been selling professionally on Amazon for 10 years, and amazingly this is the first time this has happened.
Obviously I won't refund the order, but we all know what comes next when the customer doesn't see their $700 CAD refunded.
In case a moderator can jump in and help, please reference Case ID # 15205152831.
I would love some advice from FBM sellers that have had the same issue in the past. Thank you kindly.
2 replies
Seller_7LrAV0m5llaI7
You should have never sent a prepaid shipping label for that reason code.
"Better Price Found" we make the customer pay shipping back and charge a 20% restocking fee.
We let the customer know and send photos via Buyer Seller Messaging, so that when the inevitable A to Z claim comes, Amazon has a record for the dispute.
