Customer claimed INR multiple times
Hi all,
Earlier this year around March/April time we had a customer order a low value item. A couple of days later they placed a further 2 orders for the same item.
A few days pass and they send a message saying they hadn’t received their order, and then another message saying they hadn’t received the other 2 orders either.
The items were only about £3 and so refunds were made, unlike ebay you can’t block buyers which we would have done in this case.
A couple of weeks later they bought a pair of tweezers, and not surprisingly they didn’t arrive either. Again a refund was made as we’d rather not send a replacement. No further orders since then.
Fast forward to yesterday, we receive a message from the customer “Bought these tweezers in April and been using them ever since - however, have recently noticed that the chrome plating is wearing off…”
So we’ve reported them to Amazon who said they’d investigate their other purchase history.
Do we now wait to hear back from Amazon or should we send a letter demanding payment etc?
Would appreciate your input.
Thank you.
8 replies
Seller_EJIX7rqDNQJi2
Unfortunately, there is nothing you can do but send any orders placed by this particular customer tracked and with a signature confirmation on delivery.
Amazon doesn’t allow sellers block buyers and there is no limit on submitting A-Z claims.
It would be different if you had some kind of proof of delivery. But in this case, Amazon will not do anything, just because the same customer is repeatedly reporting non-receipt while complaining about the condition of the merchandise in buyer-seller messaging communication.
Seller_lAPCJc7qW5qZo
Given they have told you they do not receive their items ever, you could cancel any future orders from them on the basis of “undeliverable address”. Then you lose nothing financially.
Seller_DROodOAYHftnc
I would be very tempted to respond to them stating that they had had a refund for said tweezers as they said they had not arrived, so how can they have been using them ?!
I would also add in that there is obviously a problem with their delivery address due to so many orders apparently not arriving that RM may wish to conduct an investigation.
Definitely report to Amazon
Seller_Wqg5EgqxuOwDD
So in respect of waiting to hear back from Amazon on this - you won’t. They’ll cite confidentiality if you try to follow up. This doesn’t mean they’re not looking into it, just that you won’t be told their conclusions/actions.
What I would do, it may or may not work but I think worth a try, is contact SS and ask them if they would block this buyer from buying for you. Others on here have said in the past that Amazon have done this for them.
The other thing you could consider is to report them to Action Fraud. You do this online and it’s a simple process.
Seller_srRYbsRFLFEeO
Thank you all for the replies, I’ve submitted a report to Action Fraud and our office manager will contact Royal Mail.
