Fraudulent Return

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Seller_eMkAyhq2RjdJW

Fraudulent Return

I had a fraudulent customer return which was auto-accepted by Amazon. The reason that was cited was that the item was ‘not as described’. However when the return arrived it had been worn and stank of washing powder rendering it useless for resale (everything is custom made to order) I of course immediately got in touch with seller support asking for them to step in and help as I could not refund the item because it had been used. They said I needed to open a safe-t claim, but it would not let me when I tried. I got back in touch and they gave me an email address for the safe-t team and said I needed to enquire with them - and that they could not help further. And of course the email did not work!! Came straight back to me.
I’m hoping to get some advice from my fellow sellers with this as I don’t know how to solve it. Do I have to refund the buyer anyway, even though it’s fraud. Can I only open a safe-t claim if I’ve refunded the buyer? Is that why it’s not working? I’d be grateful for any advice as to how fellow sellers have dealt with this issue. There really isn’t much support out there from Amazon, and I need to deal with it asap!
Thanking you all in advance for your advice.

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9 replies
Tags:Customer, Refunds
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Seller_7VbclcPFFRTnc

You can deduct a percentage of the refund by taking photos and showing it was returned used

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Seller_XrsxyuONn8r2w

take the hit or spend days wasting time getting nowhere!
we had one about a month ago. Purchased a mug (we print them to order) they claimed we sent them the wrong one. Auto accepted returned request.
When the item arrived back it was not an item we produce, it had the brands name on who did make it.
Customer still claims we sent it! and Amazon refused to listen!

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Seller_XrsxyuONn8r2w

these are not customized just printed as and when sold.

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Seller_eMkAyhq2RjdJW

Thank you all for your responses. Much appreciated. Same here - when I said custom made to order I meant that the design is made and put on the t-shirt when ordered, so the customization button won’t work for me. I’m also not sure how to prove the item has been used - as it’s in the smell of washing powder! But are you guys all saying that I need to refund regardless of the issue?

Thanks again

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Seller_eMkAyhq2RjdJW

Hi everyone - another thing I’m hoping you can help me with regarding this issue! I went to refund but apply a reduction to the return on account of the item being used - but when I went to fill in the pop up box for the reduction all the percentage options were greyed out and I was unable to do so - it did not matter which condition options or percentage options I chose it just would not let me. It looks like I have no option but to refund the full amount. Is this because the person claimed that the ‘item was not as described’ (total nonsense btw) - also icing on the cake I had to pay 3.30 for My Hermes postage too! Unbelievable that people get away with this!
Thank you

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Seller_NoMNQDGnEW5Bx

Just a thought going forwards could you not put a tag or similar on your item to try and reduce the chance of this happening again?

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Seller_eMkAyhq2RjdJW

Very valid point - I did used to but it ended up quite costly, and when this has happened in the past people just used to return it anyway without it, once I spent ages making over a dozen shirts and they all came back washed and worn, it was gutting! This has happened quite a lot, and you try and argue the point to little avail - having said that it is a deterrent and does help so I do need to go back to the idea. Thank you both for your responses. I’ll try and do a partial from the other page

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