Returns fraud, how to handle this scammer?
So i sold a funko pop and after recieiving it i got a return request saying that the item arrived damaged but the outer box was okay.
They returned the item, but it is clearly a different product to the one i sent out (it is the same variant). This one has a different sticker from a USA store, which none of the ones i stock have. Im 100% sure it is a different product. and it also has so much wear and tear that its not possible to get during shipping.
So essentially i think the customer ordered something from the US, were not happy with the condition it was in and wanted to swap it with a new one from a UK seller via ordering a new one and returning their trashed one.
How do i handle this ?
23 replies
Seller_xDtaDZ1Iek9Fq
document this with photos and photos of your normal product. Open a case to report fraud with Amazon. Write to buyer saying something along the line of: " it seems you have returned the wrong item and please advice what you would like us to do with the item." did you pay for the return?
Seller_2BrPSydGy6oyq
I actually take photos of the item on a scale with the packing slip/postage label and with packaging, which is very effective in defending these scams.
Agree with @PURDY above, take photos of your product and the return highlighting the different US sticker (as not your stock and a used item).
Seller_K8edOfPu9HEmN
We have for a long time now done the following.
We mark each item with a UV pen and look at all returns with a UV light to check it’s the one we sent out, plus. We take a note on our paperwork of all distinguishing marks like date stamps and serial numbers or anything else that would stand out and help to counter the returns fraud scammer.
Also we take note of packing weights and stock levels plus if an item comes with parts we take a note of all the bits that come with the item.
Seller_7cFHhoMpzrLuD
Thanks for the idea about the UV pen, I have just ordered one.
Good luck with your case.
Seller_JHdYYHAeKWpb1
I am going through this at the moment I have 6 x PS4 controllers returned to me… I had no means of checking them, I returned them to the supplier only to be told they are fake controllers… I am out of pocket now as most of the returns have already been refunded.
Seller_sg54Fq7GfBZzn
You end up refunding them regardless sadly. As if you dont they will open an A to Z claim. Even when you win your A to Z claim, they then leave negative feedback and the system says no and refuses to remove it.
We had one yesterday where the customer stated “Item never arrived, seller never responded to numerous emails, and no tracking was provided”
Despite the tracking showing the customer signed for it, amazon clearly being able to see the tracking was updated at the point of shipping and that the customer had not sent a single email ever, seller support refuse to remove the feedback.
So now our metrics are affected.
Three blatant lies, three disproved, feedback stays.
And sadly that is what happens, it becomes easier to refund them and avoid the negative feedback and yes I know that encourages it. But if you dont, eventually sadly the negatives can cost your account.
Not a good position at all
