Buyer first opened a "no longer needed" return and then 30 days later requested another return saying they never got the item
@Seller_CW0P5hgbsiqWX Would like your expertise on this one- So a buyer opened a return after 28 days or so saying they "No Longer Needed" on a printer we sold them and the reason was " Need different printer". Fast forward 30 days later, we get a new request to approve or close out, from the same buyer with the reason being "Did not receive delivery". I think they forgot they opened a return with them acknowledging having the printer for over 30 days before attempting to say they never got it. Luckily, we have never dealt with such a scenario in 3 years of being on this platform, so I wanted to know your take on this. I had my customer service manager reach out and lay out the facts on the previous return reason and show the UPS tracking # and delivery confirmation. Haven't heard back from the buyer yet. If we close out the request, can they file an A to Z claim? We purchase our labels directly through Amazon with the " A to Z protection" badge, but wasn't sure if that helps us. Thanks ahead of time for reply when you can!
Buyer first opened a "no longer needed" return and then 30 days later requested another return saying they never got the item
@Seller_CW0P5hgbsiqWX Would like your expertise on this one- So a buyer opened a return after 28 days or so saying they "No Longer Needed" on a printer we sold them and the reason was " Need different printer". Fast forward 30 days later, we get a new request to approve or close out, from the same buyer with the reason being "Did not receive delivery". I think they forgot they opened a return with them acknowledging having the printer for over 30 days before attempting to say they never got it. Luckily, we have never dealt with such a scenario in 3 years of being on this platform, so I wanted to know your take on this. I had my customer service manager reach out and lay out the facts on the previous return reason and show the UPS tracking # and delivery confirmation. Haven't heard back from the buyer yet. If we close out the request, can they file an A to Z claim? We purchase our labels directly through Amazon with the " A to Z protection" badge, but wasn't sure if that helps us. Thanks ahead of time for reply when you can!
10 replies
Seller_CW0P5hgbsiqWX
OP: "So a buyer opened a return after 28 days or so saying they "No Longer Needed" on a printer we sold them and the reason was " Need different printer"."
After 25 years we have learned that when a Buyer waits to day 28-29 to file a return, it is usually going to be a scam in some sort of way. Make sure you keep a record on all the Amazon communication because you will use it in any claims to be filed.
Everything should stem from the first return date: Thirty-day window and that original tracking number. Aft4er the 30 day return window has expired, the retune is over. Buyers do open a second and sometimes a third return claim. We simply cancel them out.
Now some of these buyers call coatomer service with a sad story of how they were in the hospital of a severs car crash and want compensation. These Reps will refund from your account on the spot. It shows up as an A-Z Claim and this is where you need the communication to show their intended trickery.
Seller_WtOwWhtSrFjva
close the first one as item not returned -- and beyond the 30 day return period now
close the second one as item not returned -- they cannot return what they do not have
they have the item. just trying to keep it longer and then try to return it. It is fraud.
They cannot filed an A to Z to much time has lapsed.
report the fraud to Amazon.
Seller_ryKYQKRdxINeH
close the request for return, BS customer trying to fudge the system
Quincy_Amazon
Hello @Seller_uAh6arSeIpEt8
Thank you for posting your inquiry to the Forums and thank you to members of the community for their guidance and responses.
In this case as the buyer opened 2 return requests, you can close the second one if you had already authorized the initial request and provided a return label. Please note that return requests not actioned within 50 days from return creation (such as, if the return item is not sent back to the merchant) will be closed automatically.
Regards,
Quincy_Amazon
