Buyer return of a used item, not new as was sent
Buyer is wrongly claiming they received a used/missing pieces Lego set which I know 100% was sent brand new and sealed (I don't even sell the item in used condition).
Can someone please urgently advise how to deal with this upon it's return? I realise I'm supposed to refund within 48 hours, however I obviously don't want to offer him ANY level of reduced refund since what he's sending back is not the new item I sent and he shouldn't be entitled to anything. Some urgent advice how to proceed would be much appreciated.
Buyer return of a used item, not new as was sent
Buyer is wrongly claiming they received a used/missing pieces Lego set which I know 100% was sent brand new and sealed (I don't even sell the item in used condition).
Can someone please urgently advise how to deal with this upon it's return? I realise I'm supposed to refund within 48 hours, however I obviously don't want to offer him ANY level of reduced refund since what he's sending back is not the new item I sent and he shouldn't be entitled to anything. Some urgent advice how to proceed would be much appreciated.
28 replies
Seller_IQo80d99W2DzP
Amazon think:
When you are a Buyer, you are truthful, never tell a lie.
However, when you are a Seller, you transform into Mr Hyde and now are a liar and cheat everyone.
Jekyll and Hyde.
So, what is the value of the return?
If you do not refund in full, you already know this Buyer is a liar, so you will get bad feedback and an A-Z Claim.
Amazon will not be on the side of a 'cheating liar of a Seller' - so you will have to accept that is the concequence.
With photos, and time taken, you can part refund. If you deduct 50% - Amazon usually accept that. You may win an A-Z Claim.
It is a shame Amazon even accept any Seller, as they consider all 100% of us are rogues. (where is should be to stop the more than, few bad Buyers, whocheat and blackmail Sellers - Amazon even encourages this).
Even if you refund in full, The Amazon system may ask for proof that you sell new items, as their AI reads messages, return reason etc, which could be even more of an issue.
Seller_vPTlUYc5NALmW
EVRI has just confirmed that despite a search the package appears to have been lost. What now?? At the same time the buyer has - no surprise - filed an A-z claim. It says there's nothing to do presently while they evaluate but I'm guessing they will ultimately just refund him and tell me to claim from EVRI (which of course I can't). This is a nightmare, I really cannot afford to lose such a large sum, especially to a scammer.
Ram_Amazon
Hello @Seller_vPTlUYc5NALmW,
Ram from Amazon Community Manager team here.
I've reviewed your thread and can see the A-to-Z claim has now been granted in the buyer's favor.
I understand you're planning to appeal. Given the circumstances you've described, here's what would strengthen your appeal:
Documentation to include:
- Any photos you took of the sealed item before shipping
- Invoice or receipt showing you purchased new inventory from a legitimate supplier
- Confirmation from Evri that the package is lost
- Any other evidence that supports the item was new and sealed when sent
For the appeal itself, focus on two key points:
- The item you sent was brand new and sealed (with supporting evidence)
- The return package was lost in transit using an Amazon-generated label, so you never received back either the item the buyer claims was used or your original new item
Once you've submitted your appeal and received a decision, if you'd like me to take a closer look at what happened, feel free to share the Order ID here and I'll review the details.
Appreciate your patience while working through this.
Best,
Ram
