Buyer returns old controller with different serial number - Wins A-Z
Hi,
Amazon have to be joking. I have all the proof against this buyer clearly trying to return his old used Xbox controller for the new one I have sent
I recorded the serial number of the controller I sent - Buyer sends back the same box matching the serial number of item I sent, but controller inside is a used old one with a different serial number.
I ask seller support what to do. They said do not issue the refund. I do not as it is a FBM order. Buyer opens A-Z and wow wins the claim. I appeal it saying I have all the evidence attach photos. Decline appeal.
What sort of system is this. How are Amazon directly robbing us sellers. This cannot keep happening. How do I escalate this.
Buyer returns old controller with different serial number - Wins A-Z
Hi,
Amazon have to be joking. I have all the proof against this buyer clearly trying to return his old used Xbox controller for the new one I have sent
I recorded the serial number of the controller I sent - Buyer sends back the same box matching the serial number of item I sent, but controller inside is a used old one with a different serial number.
I ask seller support what to do. They said do not issue the refund. I do not as it is a FBM order. Buyer opens A-Z and wow wins the claim. I appeal it saying I have all the evidence attach photos. Decline appeal.
What sort of system is this. How are Amazon directly robbing us sellers. This cannot keep happening. How do I escalate this.
20 replies
Seller_XFH5a9uW8sEko
This is almost 1 out of 10 returns where an old one returned and get away with the full refund.
Seller_ZVAz3d5lZuGid
This is the absolute worst part of Amazon - returns and A-z claims where they refund for old items returned. Keep appealing and hopefully someone with some common sense might read it.
Seller_soBD2wwhsVOww
Send a Letter Before Action (templates online) to amazon claiming the full cost of the controller plus any expenses.
The Legal Department,Amazon UK,1 Principal Place,Worship st,London.EC2 2FA
Seller_t2U01dtEpAtCZ
try to go on a live chat and speak to them explain them the situation. This is really shameful behavior by the customer.
Seller_tpA3X69l7hzlO
Amazon need to start realising that this is blatant FRAUD and it is illegal
Seller_76AUwmqvSyRIM
Yes but I would go via the MD email route first
Only you can decide if it's worth it for you
No
Seller_xU4h6ZbAduf0O
On top of the advice already given.....
Open an Action Fraud account online and report this fraud to them via their online form.
Give them all your recorded details (serial numbers, photographs, proof of posting etc.) and they will assess if it can be escalated to Police action, and keep you informed all the way along.
Even if it does not end up with Police action, they will still add this customers name, address etc. to their database, where any further reports on this person/address will help build a case for future frauds.
Whilst this action may not help you in this immediate case, it certainly gives you a warm feeling to do the right thing and help future scam prevention. As well as build a case that Amazon facilitates these frauds without care to the seller.
You also get a crime reference number which will certainly add legitimacy and intent with any interaction with Amazon or small claims court.
Or you can report to the customers local police directly with your evidence of recorded serial number of the controller, where they could match it with the controller the "customer" no doubt has in their possession.
Do not message the buyer through Amazons messaging system, any legal action should be direct with Amazon or direct with the customer.
It sounds like you have full and legitimate evidence that the customer has committed a crime, regardless of how small..... it is still a crime.
Jona_Amazon
Hello @Seller_MVOHLS2lSSJOt,
could you please share the Order ID so I could review the claim?
Best,
Jona
Seller_vhLxDi4Ye8D6V
Something similar happened to me last week. The buyer sent me dirty, broken plastic pieces instead of my original items — it was clearly a scam. The buyer then opened an A–Z claim, which was initially denied after I submitted an appeal. However, about a week later, the customer appealed again and somehow received a full refund, which Amazon deducted from my account.
I made several calls to Amazon, providing the same evidence I had already submitted. Eventually, after persistent follow-ups, Amazon reviewed the case again and refunded my money.
My advice: keep calling customer service and follow up consistently — there’s definitely hope that you’ll get your money back.
