Costly Abusive Return - Best Way to Handle?
We sent a Costly Marine Camera to a customer.
He sent in a return request stating the following :
"Camera came in a good new fresh box but tape was cut and camera was clearly used and completely broken"
So customer paid from his pocket to send it back to us:
We received the same way as the customer stated. However, the camera doesn't belong to us, and it is not even our Serial Number. How do we prove that the customer is playing ?
We have a very clean 10 years record of selling all brand new items (unless stated otherwise) but this is the first time we are going through such situation. Reached out to the manufacturer , showed them the Serial Number and they said this item was shipped to "XYZ" distributor in September 2022, and it has not yet registered. We refunded the customer subtracting 100% re-stocking. However the claim is still open and we have to respond by tomorrow.
Any insights would be appreciated.
@Danny_Amazon @Tatiana_Amazon @Joey_Amazon @Quincy_Amazon @Glenn_Amazon @Rose_Amazon@Dougal_Amazon @Veronica_Amazon @Michelle_Amazon Can anyone help ?
Costly Abusive Return - Best Way to Handle?
We sent a Costly Marine Camera to a customer.
He sent in a return request stating the following :
"Camera came in a good new fresh box but tape was cut and camera was clearly used and completely broken"
So customer paid from his pocket to send it back to us:
We received the same way as the customer stated. However, the camera doesn't belong to us, and it is not even our Serial Number. How do we prove that the customer is playing ?
We have a very clean 10 years record of selling all brand new items (unless stated otherwise) but this is the first time we are going through such situation. Reached out to the manufacturer , showed them the Serial Number and they said this item was shipped to "XYZ" distributor in September 2022, and it has not yet registered. We refunded the customer subtracting 100% re-stocking. However the claim is still open and we have to respond by tomorrow.
Any insights would be appreciated.
@Danny_Amazon @Tatiana_Amazon @Joey_Amazon @Quincy_Amazon @Glenn_Amazon @Rose_Amazon@Dougal_Amazon @Veronica_Amazon @Michelle_Amazon Can anyone help ?
6 replies
Seller_CW0P5hgbsiqWX
Sounds like you have a winning case, but this buyer may be smatter that you. Sounds like he is a professional scammer.
Did he make an authorized return request so his actions could be tracked. Did he use the authorized prepaid return label? Do you have photographic evidence of the SR number on the product sent. If he did, you have a good chance of willing the Safe-T claim.
Buy not, here is the scam buyers play. They contact you directly for a return and pay for the return themselves. What works even better is not contacting you thru the Amazon communication system at all and simply return the item. They wait until tracking shows the item has arrived and call Customer service and say they sent the item back on their own and the seller did not refund. Now with the buyer having a documented return label with tracking, they can prove the item was sent back. Customer Service refunds the buyer on the spot.
It makes no difference if the same product was sent back or not, the whole situation becomes a He-Said-She-Said situation which Amazon always takes the buyer's side.
Most likely this scam has worked in the past and the buyer will continue to use it until actually caught., Next time, refuse the package so it is sent back to the sender and tell them to file an Authorized return.
Seller_LTNvvFJ2jqJOv
Contact your local police and ask them to open an investigation.
