Need a sensible reply to this !!!
Hello guys - i am sure that as amazon sellers we all receive regular messages from fraudsters , scammers and thieves all looking for "freebies" at our expense
Looking for a sensible reply to this one
===============
Message from amazon 05/11/24 : Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B01898GE90 Order number: 206-0618560-3207545
Return requested: not applicable
Reason for contact: The entire package is missing and my address has not changed
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
==============
"Customer" must have then realised that the tracking shows that he collected and signed for his package - next message from amazon 3 minutes later :
=============
Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B01898GE90
Order number: 206-0618560-3207545
Return requested: No
Reason for contact: contact the customer as soon as possible because customer have not received the item and yet tracking details have been marked as picked up so please look into this and help the customer with full refund
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
========================
My response this morning :
Item sent 15th october using Royal mail tracked & signed 24 service with tracking number NR009424625GB
Delivery attempted 16th october - no one available.
Delivery was re-booked by you for 17th october to a neighbours house - no one available
Package was then collected by you on october 24th at 4.13pm
Signature : Halid
I am sure that we are all aware that proof of I.D is required to collect a package from a post office or mail centre
The I.D MUST show the name and/or address and match the name on the package.
=================
Next 3 messages from "Customer" an hour ago - i am using apostrophes around that word - do we really call these people customers ?
============
06-Nov-2024 13:59
I would like to have my full refund because my package was picked up by an unknown person who I do not know of. I do not have my order so I would like my money fully refunded please.
Thank you
============
06-Nov-2024 14:01
Someone must have used a fake ID of me because only I was meant to pick up the order. I had told no-one to pick up my parcel
============
06-Nov-2024 15:39
Also, recently my email was hacked into as I was getting emails from people saying thank you for your email, so the person must have got into my email to know the tracking number and where it was being held at. So can I please have my full refund
=============
The "customer" is now suggesting that an unknown person found out that he had a package to be collected at a local post office , then produced fake I.D (so he also knows the guys name & address) , picked up the package and signed for it !!
The item is a beanie hat - value £9.75 - REALLY !!!
Now we all know what we would like to write in our reply - but we also know that we just cant , and instead we need to come up with a sensible business-like reply - looking for any good retorts to this total nonsense
Already know that his next move will be an A-Z claim - my thoughts are that amazon will refund him , but not debit me as it is a tracked/signed item using "buy shipping"
Why would they even entertain this garbage - the most customer friendly company in the world - the customer is always right !! only message they send out is that these people are welcome to scam anyone on their platform and that amazon or the seller will pay for it - this must cost them (and sellers) millions and they do it to encourage these people to come back and "buy" again and again - and repeat the process
From this "customers" messages and replies - it is not his first time doing this
Easy option for me would be to refund the person and move on - but i am not doing it on principle , we all work hard in our small businesses and things like this just make my blood boil !
16 replies
Seller_d8YGbIjNqwFxn
If your metrics can cope with it then just let it go to an A-Z and let Amazon decide. If there is a signature they may find in your favour.
Even if Amazon don't find in your favour they normally don't dent your ODR if there is proof of delivery.
The customer may decide not to raise an A-Z anyway.
I have something similar at the moment where a customer is saying a fully tracked package hasn't been received. I am just waiting for the A-Z for this.
Seller_mS10UjVYuuGor
You could try the Amazon standard message to sellers approach:
"Thank you for your message, unfortunately we do not have enough information to issue a refund... "
Or faign concern and a solution:
"Thank you for your message it must be awful to have had your identity stolen, fortunately delivery offices have cctv so if you report the theft to the police they can request the cctv and may recognise the offender... "
Seller_ZQyopdiwkUHOZ
You could respond back saying that you suggest they contact the police, as the depot has CCTV and identify theft is a serious crime which they need to look into.
Then go on to say, "unfortunately, as the tracking shows that it was collected and signed for, we are unable to give a refund."
If they keep coming back to you, all you can do is keep responding apologising but saying there isn't anything else you can do. If they want to take it to an A-to-z, let them. Just make sure the 'lack of response to a message within 48 hrs' doesn't let them auto rule against you.
Seller_87mKFKKA3Vwkx
Don't refund.
let them raise an A-to-Z
if they signed for it, then Amazon will side with you and deny their claim.
Seller_51Trj4jpVFZCy
Just tell the buyer(potential scammer). Already reported to police as it is serious crime to steal someone's package etc etc. Funny as hell to involve crime for £9.75
Seller_69mJIa08CKJce
Customer opened A-Z , as expected
Currently being reviewed by amazon
Thanks for all the messages guys
Seller_hR3Ip6co3B4T7
Tell them the matter will be sent to court for a judge to decide - watch the so called customer "run for his life lol"
Seller_IQo80d99W2DzP
Hi,
It wastes a lot of time, but I tend to:
a: inform that you are concerned as CCTV and proof of ID is taken by Royal Mail, so you will now involve their fraud team, to investigate, they will also involve the police in due course.
Inform that RM wll also compare previous deliveries, Signature and Photo of him that they hold from any previous visits. If not genuine ID used, suggest he contacts the police as well and provides the Crime Number. If his ID has been stolen, need a photo of the crime report that you will provide to RM.
b: do a PDF of several screnshots for the Buyer:
1: contact the courier, in this case RM, get a reply in writing, then screenshot that as proof. RM should confirm the Buyer collected and ask them to confirm ID was taken, as they always require for collections.
2: screenshot RM website link and details of the delivery, inc signature.
Tell the Buyer you will update them and await their reply as they are saying ID fraud at the RM collection, so a very serious matter. So, you await the police Crime number from them, as you are sure they are concerned in case any other fraud happens.
==
If genuine, they will provide everything, and if not genuine, as most likely, they often then say they have the item, a friend picked it up, or some excuse.
Seller_69mJIa08CKJce
Result from amazon this morning - common sense prevails !!
"We have denied an A-to-z Guarantee claim of £12.72 on the order 206-0618560-3207545. No further action is required from you at this time and we have not counted the claim against your order defect rate."
Still find it disgusting that people will go to such lengths to fraudulently obtain their goods at our expense , as small businesses i am sure that we all work hard to earn a living.
£9.75 beanie hat - 7 messages from the guy over 3 days then an A-Z claim - knew it was coming , think the guy is well rehearsed in the procedures required !
Thanks for all the messages guys - appreciated
Seller_WUlTBfHFS66Gp
reort him to amazon first. tell them he is scamming you. We have done this before
Need a sensible reply to this !!!
Hello guys - i am sure that as amazon sellers we all receive regular messages from fraudsters , scammers and thieves all looking for "freebies" at our expense
Looking for a sensible reply to this one
===============
Message from amazon 05/11/24 : Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B01898GE90 Order number: 206-0618560-3207545
Return requested: not applicable
Reason for contact: The entire package is missing and my address has not changed
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
==============
"Customer" must have then realised that the tracking shows that he collected and signed for his package - next message from amazon 3 minutes later :
=============
Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B01898GE90
Order number: 206-0618560-3207545
Return requested: No
Reason for contact: contact the customer as soon as possible because customer have not received the item and yet tracking details have been marked as picked up so please look into this and help the customer with full refund
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
========================
My response this morning :
Item sent 15th october using Royal mail tracked & signed 24 service with tracking number NR009424625GB
Delivery attempted 16th october - no one available.
Delivery was re-booked by you for 17th october to a neighbours house - no one available
Package was then collected by you on october 24th at 4.13pm
Signature : Halid
I am sure that we are all aware that proof of I.D is required to collect a package from a post office or mail centre
The I.D MUST show the name and/or address and match the name on the package.
=================
Next 3 messages from "Customer" an hour ago - i am using apostrophes around that word - do we really call these people customers ?
============
06-Nov-2024 13:59
I would like to have my full refund because my package was picked up by an unknown person who I do not know of. I do not have my order so I would like my money fully refunded please.
Thank you
============
06-Nov-2024 14:01
Someone must have used a fake ID of me because only I was meant to pick up the order. I had told no-one to pick up my parcel
============
06-Nov-2024 15:39
Also, recently my email was hacked into as I was getting emails from people saying thank you for your email, so the person must have got into my email to know the tracking number and where it was being held at. So can I please have my full refund
=============
The "customer" is now suggesting that an unknown person found out that he had a package to be collected at a local post office , then produced fake I.D (so he also knows the guys name & address) , picked up the package and signed for it !!
The item is a beanie hat - value £9.75 - REALLY !!!
Now we all know what we would like to write in our reply - but we also know that we just cant , and instead we need to come up with a sensible business-like reply - looking for any good retorts to this total nonsense
Already know that his next move will be an A-Z claim - my thoughts are that amazon will refund him , but not debit me as it is a tracked/signed item using "buy shipping"
Why would they even entertain this garbage - the most customer friendly company in the world - the customer is always right !! only message they send out is that these people are welcome to scam anyone on their platform and that amazon or the seller will pay for it - this must cost them (and sellers) millions and they do it to encourage these people to come back and "buy" again and again - and repeat the process
From this "customers" messages and replies - it is not his first time doing this
Easy option for me would be to refund the person and move on - but i am not doing it on principle , we all work hard in our small businesses and things like this just make my blood boil !
Need a sensible reply to this !!!
Hello guys - i am sure that as amazon sellers we all receive regular messages from fraudsters , scammers and thieves all looking for "freebies" at our expense
Looking for a sensible reply to this one
===============
Message from amazon 05/11/24 : Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B01898GE90 Order number: 206-0618560-3207545
Return requested: not applicable
Reason for contact: The entire package is missing and my address has not changed
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
==============
"Customer" must have then realised that the tracking shows that he collected and signed for his package - next message from amazon 3 minutes later :
=============
Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B01898GE90
Order number: 206-0618560-3207545
Return requested: No
Reason for contact: contact the customer as soon as possible because customer have not received the item and yet tracking details have been marked as picked up so please look into this and help the customer with full refund
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service
========================
My response this morning :
Item sent 15th october using Royal mail tracked & signed 24 service with tracking number NR009424625GB
Delivery attempted 16th october - no one available.
Delivery was re-booked by you for 17th october to a neighbours house - no one available
Package was then collected by you on october 24th at 4.13pm
Signature : Halid
I am sure that we are all aware that proof of I.D is required to collect a package from a post office or mail centre
The I.D MUST show the name and/or address and match the name on the package.
=================
Next 3 messages from "Customer" an hour ago - i am using apostrophes around that word - do we really call these people customers ?
============
06-Nov-2024 13:59
I would like to have my full refund because my package was picked up by an unknown person who I do not know of. I do not have my order so I would like my money fully refunded please.
Thank you
============
06-Nov-2024 14:01
Someone must have used a fake ID of me because only I was meant to pick up the order. I had told no-one to pick up my parcel
============
06-Nov-2024 15:39
Also, recently my email was hacked into as I was getting emails from people saying thank you for your email, so the person must have got into my email to know the tracking number and where it was being held at. So can I please have my full refund
=============
The "customer" is now suggesting that an unknown person found out that he had a package to be collected at a local post office , then produced fake I.D (so he also knows the guys name & address) , picked up the package and signed for it !!
The item is a beanie hat - value £9.75 - REALLY !!!
Now we all know what we would like to write in our reply - but we also know that we just cant , and instead we need to come up with a sensible business-like reply - looking for any good retorts to this total nonsense
Already know that his next move will be an A-Z claim - my thoughts are that amazon will refund him , but not debit me as it is a tracked/signed item using "buy shipping"
Why would they even entertain this garbage - the most customer friendly company in the world - the customer is always right !! only message they send out is that these people are welcome to scam anyone on their platform and that amazon or the seller will pay for it - this must cost them (and sellers) millions and they do it to encourage these people to come back and "buy" again and again - and repeat the process
From this "customers" messages and replies - it is not his first time doing this
Easy option for me would be to refund the person and move on - but i am not doing it on principle , we all work hard in our small businesses and things like this just make my blood boil !
16 replies
16 replies
Seller_d8YGbIjNqwFxn
If your metrics can cope with it then just let it go to an A-Z and let Amazon decide. If there is a signature they may find in your favour.
Even if Amazon don't find in your favour they normally don't dent your ODR if there is proof of delivery.
The customer may decide not to raise an A-Z anyway.
I have something similar at the moment where a customer is saying a fully tracked package hasn't been received. I am just waiting for the A-Z for this.
Seller_mS10UjVYuuGor
You could try the Amazon standard message to sellers approach:
"Thank you for your message, unfortunately we do not have enough information to issue a refund... "
Or faign concern and a solution:
"Thank you for your message it must be awful to have had your identity stolen, fortunately delivery offices have cctv so if you report the theft to the police they can request the cctv and may recognise the offender... "
Seller_ZQyopdiwkUHOZ
You could respond back saying that you suggest they contact the police, as the depot has CCTV and identify theft is a serious crime which they need to look into.
Then go on to say, "unfortunately, as the tracking shows that it was collected and signed for, we are unable to give a refund."
If they keep coming back to you, all you can do is keep responding apologising but saying there isn't anything else you can do. If they want to take it to an A-to-z, let them. Just make sure the 'lack of response to a message within 48 hrs' doesn't let them auto rule against you.
Seller_87mKFKKA3Vwkx
Don't refund.
let them raise an A-to-Z
if they signed for it, then Amazon will side with you and deny their claim.
Seller_51Trj4jpVFZCy
Just tell the buyer(potential scammer). Already reported to police as it is serious crime to steal someone's package etc etc. Funny as hell to involve crime for £9.75
Seller_69mJIa08CKJce
Customer opened A-Z , as expected
Currently being reviewed by amazon
Thanks for all the messages guys
Seller_hR3Ip6co3B4T7
Tell them the matter will be sent to court for a judge to decide - watch the so called customer "run for his life lol"
Seller_IQo80d99W2DzP
Hi,
It wastes a lot of time, but I tend to:
a: inform that you are concerned as CCTV and proof of ID is taken by Royal Mail, so you will now involve their fraud team, to investigate, they will also involve the police in due course.
Inform that RM wll also compare previous deliveries, Signature and Photo of him that they hold from any previous visits. If not genuine ID used, suggest he contacts the police as well and provides the Crime Number. If his ID has been stolen, need a photo of the crime report that you will provide to RM.
b: do a PDF of several screnshots for the Buyer:
1: contact the courier, in this case RM, get a reply in writing, then screenshot that as proof. RM should confirm the Buyer collected and ask them to confirm ID was taken, as they always require for collections.
2: screenshot RM website link and details of the delivery, inc signature.
Tell the Buyer you will update them and await their reply as they are saying ID fraud at the RM collection, so a very serious matter. So, you await the police Crime number from them, as you are sure they are concerned in case any other fraud happens.
==
If genuine, they will provide everything, and if not genuine, as most likely, they often then say they have the item, a friend picked it up, or some excuse.
Seller_69mJIa08CKJce
Result from amazon this morning - common sense prevails !!
"We have denied an A-to-z Guarantee claim of £12.72 on the order 206-0618560-3207545. No further action is required from you at this time and we have not counted the claim against your order defect rate."
Still find it disgusting that people will go to such lengths to fraudulently obtain their goods at our expense , as small businesses i am sure that we all work hard to earn a living.
£9.75 beanie hat - 7 messages from the guy over 3 days then an A-Z claim - knew it was coming , think the guy is well rehearsed in the procedures required !
Thanks for all the messages guys - appreciated
Seller_WUlTBfHFS66Gp
reort him to amazon first. tell them he is scamming you. We have done this before
Seller_d8YGbIjNqwFxn
If your metrics can cope with it then just let it go to an A-Z and let Amazon decide. If there is a signature they may find in your favour.
Even if Amazon don't find in your favour they normally don't dent your ODR if there is proof of delivery.
The customer may decide not to raise an A-Z anyway.
I have something similar at the moment where a customer is saying a fully tracked package hasn't been received. I am just waiting for the A-Z for this.
Seller_d8YGbIjNqwFxn
If your metrics can cope with it then just let it go to an A-Z and let Amazon decide. If there is a signature they may find in your favour.
Even if Amazon don't find in your favour they normally don't dent your ODR if there is proof of delivery.
The customer may decide not to raise an A-Z anyway.
I have something similar at the moment where a customer is saying a fully tracked package hasn't been received. I am just waiting for the A-Z for this.
Seller_mS10UjVYuuGor
You could try the Amazon standard message to sellers approach:
"Thank you for your message, unfortunately we do not have enough information to issue a refund... "
Or faign concern and a solution:
"Thank you for your message it must be awful to have had your identity stolen, fortunately delivery offices have cctv so if you report the theft to the police they can request the cctv and may recognise the offender... "
Seller_mS10UjVYuuGor
You could try the Amazon standard message to sellers approach:
"Thank you for your message, unfortunately we do not have enough information to issue a refund... "
Or faign concern and a solution:
"Thank you for your message it must be awful to have had your identity stolen, fortunately delivery offices have cctv so if you report the theft to the police they can request the cctv and may recognise the offender... "
Seller_ZQyopdiwkUHOZ
You could respond back saying that you suggest they contact the police, as the depot has CCTV and identify theft is a serious crime which they need to look into.
Then go on to say, "unfortunately, as the tracking shows that it was collected and signed for, we are unable to give a refund."
If they keep coming back to you, all you can do is keep responding apologising but saying there isn't anything else you can do. If they want to take it to an A-to-z, let them. Just make sure the 'lack of response to a message within 48 hrs' doesn't let them auto rule against you.
Seller_ZQyopdiwkUHOZ
You could respond back saying that you suggest they contact the police, as the depot has CCTV and identify theft is a serious crime which they need to look into.
Then go on to say, "unfortunately, as the tracking shows that it was collected and signed for, we are unable to give a refund."
If they keep coming back to you, all you can do is keep responding apologising but saying there isn't anything else you can do. If they want to take it to an A-to-z, let them. Just make sure the 'lack of response to a message within 48 hrs' doesn't let them auto rule against you.
Seller_87mKFKKA3Vwkx
Don't refund.
let them raise an A-to-Z
if they signed for it, then Amazon will side with you and deny their claim.
Seller_87mKFKKA3Vwkx
Don't refund.
let them raise an A-to-Z
if they signed for it, then Amazon will side with you and deny their claim.
Seller_51Trj4jpVFZCy
Just tell the buyer(potential scammer). Already reported to police as it is serious crime to steal someone's package etc etc. Funny as hell to involve crime for £9.75
Seller_51Trj4jpVFZCy
Just tell the buyer(potential scammer). Already reported to police as it is serious crime to steal someone's package etc etc. Funny as hell to involve crime for £9.75
Seller_69mJIa08CKJce
Customer opened A-Z , as expected
Currently being reviewed by amazon
Thanks for all the messages guys
Seller_69mJIa08CKJce
Customer opened A-Z , as expected
Currently being reviewed by amazon
Thanks for all the messages guys
Seller_hR3Ip6co3B4T7
Tell them the matter will be sent to court for a judge to decide - watch the so called customer "run for his life lol"
Seller_hR3Ip6co3B4T7
Tell them the matter will be sent to court for a judge to decide - watch the so called customer "run for his life lol"
Seller_IQo80d99W2DzP
Hi,
It wastes a lot of time, but I tend to:
a: inform that you are concerned as CCTV and proof of ID is taken by Royal Mail, so you will now involve their fraud team, to investigate, they will also involve the police in due course.
Inform that RM wll also compare previous deliveries, Signature and Photo of him that they hold from any previous visits. If not genuine ID used, suggest he contacts the police as well and provides the Crime Number. If his ID has been stolen, need a photo of the crime report that you will provide to RM.
b: do a PDF of several screnshots for the Buyer:
1: contact the courier, in this case RM, get a reply in writing, then screenshot that as proof. RM should confirm the Buyer collected and ask them to confirm ID was taken, as they always require for collections.
2: screenshot RM website link and details of the delivery, inc signature.
Tell the Buyer you will update them and await their reply as they are saying ID fraud at the RM collection, so a very serious matter. So, you await the police Crime number from them, as you are sure they are concerned in case any other fraud happens.
==
If genuine, they will provide everything, and if not genuine, as most likely, they often then say they have the item, a friend picked it up, or some excuse.
Seller_IQo80d99W2DzP
Hi,
It wastes a lot of time, but I tend to:
a: inform that you are concerned as CCTV and proof of ID is taken by Royal Mail, so you will now involve their fraud team, to investigate, they will also involve the police in due course.
Inform that RM wll also compare previous deliveries, Signature and Photo of him that they hold from any previous visits. If not genuine ID used, suggest he contacts the police as well and provides the Crime Number. If his ID has been stolen, need a photo of the crime report that you will provide to RM.
b: do a PDF of several screnshots for the Buyer:
1: contact the courier, in this case RM, get a reply in writing, then screenshot that as proof. RM should confirm the Buyer collected and ask them to confirm ID was taken, as they always require for collections.
2: screenshot RM website link and details of the delivery, inc signature.
Tell the Buyer you will update them and await their reply as they are saying ID fraud at the RM collection, so a very serious matter. So, you await the police Crime number from them, as you are sure they are concerned in case any other fraud happens.
==
If genuine, they will provide everything, and if not genuine, as most likely, they often then say they have the item, a friend picked it up, or some excuse.
Seller_69mJIa08CKJce
Result from amazon this morning - common sense prevails !!
"We have denied an A-to-z Guarantee claim of £12.72 on the order 206-0618560-3207545. No further action is required from you at this time and we have not counted the claim against your order defect rate."
Still find it disgusting that people will go to such lengths to fraudulently obtain their goods at our expense , as small businesses i am sure that we all work hard to earn a living.
£9.75 beanie hat - 7 messages from the guy over 3 days then an A-Z claim - knew it was coming , think the guy is well rehearsed in the procedures required !
Thanks for all the messages guys - appreciated
Seller_69mJIa08CKJce
Result from amazon this morning - common sense prevails !!
"We have denied an A-to-z Guarantee claim of £12.72 on the order 206-0618560-3207545. No further action is required from you at this time and we have not counted the claim against your order defect rate."
Still find it disgusting that people will go to such lengths to fraudulently obtain their goods at our expense , as small businesses i am sure that we all work hard to earn a living.
£9.75 beanie hat - 7 messages from the guy over 3 days then an A-Z claim - knew it was coming , think the guy is well rehearsed in the procedures required !
Thanks for all the messages guys - appreciated
Seller_WUlTBfHFS66Gp
reort him to amazon first. tell them he is scamming you. We have done this before
Seller_WUlTBfHFS66Gp
reort him to amazon first. tell them he is scamming you. We have done this before
