Customer claiming items missing
Hi All,
I hope someone can shed some light since even though i left a message for amazon seller support, I have had no reply.
two item worth 100 euros each, the customer states one of them is missing and the other one is incomplete. wants both sent again.
I am a 1 man business and i know I sent both even the weight matches up. he still insists he has not received.
then he says i got my car fixed so i don’t need the parts, and when I said return the incomplete one, he says just send me new items.
I have a feeling the customer is not being honest since when I asked if the package was damaged he claims, the package was sealed with brown tape and no damage, I have not sent the part.
where do i stand?
Thanks in advance
Customer claiming items missing
Hi All,
I hope someone can shed some light since even though i left a message for amazon seller support, I have had no reply.
two item worth 100 euros each, the customer states one of them is missing and the other one is incomplete. wants both sent again.
I am a 1 man business and i know I sent both even the weight matches up. he still insists he has not received.
then he says i got my car fixed so i don’t need the parts, and when I said return the incomplete one, he says just send me new items.
I have a feeling the customer is not being honest since when I asked if the package was damaged he claims, the package was sealed with brown tape and no damage, I have not sent the part.
where do i stand?
Thanks in advance
78 replies
Seller_xKSwBJ6ydrGQP
Apologies i forgot to mention I am based in UK and the customer is based in Italy and I used DPD for delivery
Seller_64jziShTiTjOq
So if he doesn’t now need the parts, why ask for replacements? An obvious scam
Seller_2BrPSydGy6oyq
What do you mean by message, have you opened a case to report the buyer?
The risk here is the buyer opens an A-Z claim and Amazon do an automatic refund without return of the goods, so important you try and get your case in first, which may, or may not help later?
## Report a buyer violation
If you are having trouble with a buyer or a buyer’s order, you can report it:
1. Go to Contact us.
2. Select Other .
3. Select Report a violation .
4. Enter the appropriate information.
Seller_DROodOAYHftnc
He is obviously trying to scam you.
Why ask for you to send new parts when he has said he no longer needs them ?
Was this 2 separate parcels or two items in one package ?
Remain professional and polite, but tell him that the weight of the parcel when sent is consistent with all contents being present, and if the parcel was undamaged when received then everything was present and correct.
You can say that according to Amazon’s policy, you will refund the incomplete one once returned safely to you. If he doesn’t return then no refund.
Do not just automatically send replacements.
Seller_Iti0OkAyMPN7I
I had a case in July where the buyer said he had not received the order, once confronted with tracking and pod he changed his story to it’s faulty and asked for a replacement or refund, I asked him to return and he said he never returns an item, I raised a violation report and an AtoZ followed which was granted and refunded. I persevered with the case through SS and 3 weeks ago they re-charged him and refunded me my money, so stick with your guns and follow the process. Don’t let the thieves get away with it.
Seller_xKSwBJ6ydrGQP
I have now done the report violation
I am not doing anything about this at the moment and will stick to the same answer that the package contained both parts and that if he wants a refund I will only do this once the incomplete part that arrived is returned.
Lets see what happens.
Seller_bhSWqoVh7Pn98
There are a lot of replies, so I may have missed a few points, so apologies if this is the case.
(1) Raise with the courier, in case you need to claim. The parcel may have been opened and resealed. Although they will want photographic evidence in all probability.
(2) Email the Buyer, tell them this is being investigated, including CCTV footage of the courier parcel facility and the police may need to interview him/her. Inform the weights were recorded and size of parcel when sent. Ask for photos of the parcel as received, including label on the outside of teh parcel, etc (although Amazon do not make them do this).
(3) IMPORTANT PART: Authorise a return, give your returns name and address and any returns reference number.
If the item was bought from Amazon UK website, that is all you have to do. BUT, if you sold on another Amazon website, then you MUST do more by law:
If on Amazon Italy, then you either have to provide an address in Italy, or you MUST arrange a courier service at your expense to return to the UK (even for unwanted items).
If in Amazon France, Germany, etc, then you either provide a returns address in the country you sold in, or again you pay for the return to the UK (the Buyer may not want to return to say France though and if you also offer a return to the UK, they can take that option, at their cost).
Explain to the Buyer to return everything as supplied for a full refund, and it will be checked when received back, and nothing will be sent to him, it is only an option to return everything for a refund.
They do not have to arrange the return, you do, unless sold on Amazon UK website. .
If you don’t provide those details, then A-Z Claim will be lost.
Seller_xKSwBJ6ydrGQP
Here is the reply I got from amazon
Helllo from Amazon Selling Partner Support,
I understand that the buyer of the order 407-5659007-xxxxxxxx is stating that they have received the item by missing parts however you have sent them the full products.
In this case, I request you to contact the buyer and ask them to provide the images. After receiving if really some parts or some items are missing, ask them to return the product so that you can refund them for the item which they have returned and you can hold the refund of the items that are missing.
If you suspect that the buyer seems to be indulging in any fraudulent activities then you can report them by following the steps on the below link.
https://sellercentral-europe.amazon.com/gp/help/help.html/?itemID=G200444420&ref_=xx_G200444420_a_r1_cont_sgsearch&referral=A1OCARNKWPCSRH_A1M1JIMDZR1SDF
Please let us know how we did.
Were you satisfied with the support provided?
Seller_xKSwBJ6ydrGQP
the customer replied again saying that he is waiting, I have again told him that he will need to open a return
