Customer Claiming Item missing
Hi
We have a customer who claims that the package arrived without the item inside (mobile phone) but that the accessories were inside. He made no mention of torn packaging.
We checked with Royal Mail and they said that if the package was torn then they would have delivered in an apology bag but if not torn then they deemed it delivered.
We explained this to customer and customer then said it was torn underneath the sellotape and that he thought nothing of it.
We suspect customer is lying.
We cant really claim from Royal Mail as they haven’t done anything wrong.
How do we refuse refund without saying we think you are lying?!?
0 replies
Seller_BS5lg2keRs2QO
Not a phone seller, but isn’t there a unique number that can be used to block it or something?
Seller_BnqfOH5ahn4zV
If the consignment was correct weight when booked & dispatched then stand your ground.
Seller_saK5Ah2SaNYjL
You can block the IMEI on the phone.
Seller_saK5Ah2SaNYjL
What is the value of the phone? I certainly wouldn’t refund immediately from a message that is probably spurious.
You can appeal if they open an A-Z and hopefully not lose any money. Block the IMEI if they get their money back. There’s not much you can do if Amazon uphold their claim. One of the joys of selling on Amz. Unfortunately this happens a lot with valuable items.
Seller_DROodOAYHftnc
A phone could not have fallen out of a packet with a tear underneath the sellotape !! - he’s trying to get a freebie.
I would explain to the customer that if RM notice any damage to packaging they always put it in a sealed ‘apology’ bag and also you have checked with RM and it was the correct weight - call his bluff for a while and see how he responds !
Seller_x1xMSBwZsJrTE
Look up the customer on facebook & instagram and see if he is showing off a newly aquired phone.
Some of these scammers aren’t exactly the sharpest tools in the box.
Seller_mPemhG9cHWctM
Report it stolen to the Police and file an insurance claim if available, they will intervene
Seller_oqY6BLduZEGox
unfortunately you have lost the phone as amazon will refund the customer and put a mark against your account and no one else gives a monkey unless they are prolific scammers.
If you can prove the weight at time of dispatch from the post office is correct then you could take your customer to court but amazon dont like it,. I have taken a number of amazon customers to court and won most of them however i dont always get my money back but they do have ccj’s registered against them which will hinder them applying for credit
Seller_ae51e0CJoHqCX
As you spent special delivery, this is between your customer and Royal Mail.
You cannot be sure that Royal Mail haven’t taken it and you can’t be sure that the customer is trying to scam you.
I think you will lose the A-Z personally but I would have put more of the onus otno Royal Mail since you are paying for that premium service.
To avoid the inevitable A-Z or at least delay it, perhaps stating you immediately ask Royal Mail to fully investigate and instigate a claim.
At the end of the day, despite your opinion or beliefs it seems to me that you have jumped to Royal Mai’s defence and absolved them of any blame which will be hard to go back on.
Seller_ZMOSQACsPKbpT
Royal Mail won’t deliver a damaged and torn parcel. Your buyer is a scammer and he/she is using Amz to get freebies. Amz don’t care as it’s not their problem. More and more people are aware how easy is to get a free item from here. It’s not worth it anymore. We took a decision few days ago when we were scammed again by two customers in one day with less than one order per day, to close our shop after so many years here and move on. I urge people to rethink if it’s right and worth it to support the fraud, scammers and unlawful practices in favor of the spineless CEOs. Sick of it and I won’t be quiet about it!
