A buyer purchased an expensive Zelda game with its original box. We shipped it with tracking and signature confirmation, and took detailed photos of the game, box, and cartridge prior to shipping to protect ourselves. Everything was delivered smoothly.
The next day, the buyer requested a return, stating they had found the same game locally at a lower price. Since the request was within the 30-day return window, we accepted it.
However, upon receiving the return, we filmed the unboxing and were shocked to find that the buyer had returned a cheap Chinese counterfeit instead of the original game. We identified multiple issues, including:
Low-quality cardboard and plastic
The cartridge board does not match
Our original cartridge had initials written on it — the buyer attempted to forge these but misspelled them and used a different ink color
At least six other clear signs of counterfeiting
We immediately contacted the buyer to explain that the returned item did not match what was originally sent. We also provided photos and video footage as proof. We informed them that we require the original item in order to issue a refund. The return window remains open as we're still within the 30-day period.
The buyer has not responded.
Due to the seriousness of the situation, we reported the matter to Amazon as a potential case of fraud two days ago. However, just 30 minutes ago, the buyer filed an A-to-Z claim.
This is very serious for us. If we cannot securely sell high-ticket items on this platform, we will be forced to remove them and move those listings to a competitor.
Are we missing anything? Is there anything else we can do to strengthen our case? To us, this is clearly fraudulent, but we're concerned the A-to-Z representative may choose to side with the buyer.
Thank you for your time and support.
Pinned by community manager