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
Yeah, he’s already left negative feedback but I’ll work on getting that removed once I protect my £500 from this blatant scammer. Thinking maybe giving10% refund as there is some, if minimal, worth to his returned incomplete set, and it might show Amazon I’ve made an effort to refund something. Question - the photos you upload at the time of giving the reduced refund, should they only be of the returned item or can you post the ones you took prior to sending? I’m guessing only the ones of his set and packaging as you can’t label both his and mine in the upload.
Seller_IQo80d99W2DzP
We usually do both. Who knows what Amazon look at though.
If any new item, then clearly show that on the photo, we put in a box and highlight in yellow, so cannot be missed. Saying this is NOT the item returned, this is a photo of the item when being packaged and sent to the Buyer, so the 'return is not in the same merchantable condition as supplied' (they like that phrase) .
Process all returns within 48 hours of being received back, otherwise you lose the A-Z Claim.
I would refund either 50% (Could win the A-Z Claim) OR 1% (take your chances).
Photos to show use of item, severe damage to makers box, severe damage to item. Missing parts then become less of an issue. If any wrong parts added, then prove that as well, add notes below the photos.
If a serial number does not match, or batch number, etc, then show that as proof (I'd also include an invoce from the Supplier, to show a new item sold to you)
Seller_ZQyopdiwkUHOZ
You shouldn't be worrying about an Atoz claim that may never materialise. Do a 99% refund reduction. Make sure to document the return fully with pictures. Follow policy on the refund reduction. Most of the time I do this, nothing more comes of it.
If it DOES get to an atoz, and it goes against you for some reason, appeal and if unsuccessful, take Amazon to small claims court. It's worth it for £500 plus shipping.
Seller_vPTlUYc5NALmW
If I lose this I’d be inclined to report him to Action Fraud. Maybe the threat of doing that first might discourage him from pursuing a refund, would do you think?
Seller_IQo80d99W2DzP
You may then get reported, so do not inform him, just do it
Seller_vPTlUYc5NALmW
Getting seriously worried now. There’s been no movement with my buyer’s return in Evri tracking since it was posted on Saturday so starting to wonder/dread what will happen now if it gets lost?
Firstly I’m aware that if it’s an Amazon-generated label I’m apparently responsible for the loss and must refund him and since without the product back I’m unable to guage if it’s even the same one I sent (though he’s already claimed he received a used set instead of new which I know I sent him) so presumably I’d have to give him a full £500 refund and not the 99% reduction I was planning to give?
If that’s the case how do I get my £500 back? EVRI don’t allow us to claim as the service contract is with Amazon and in any event would be subject to only £20. Utterly unbelievable that Amazon produce a label worth £20 for a product worth £500! Additionally, I can’t do a Safe-T claim as the label was generated by Amazon - is that correct? Or is it that I couldn’t do a Safe-T as I’d made the refund myself. So I’d be in a no win situation - how would I flipping get my £500 back? Would it be any advantage to let it go A-z and fight that?
Seller_vPTlUYc5NALmW
Could somebody or a mod please urgently advise what to do in this precarious situation? I’m gonna lose £500 if I don’t get this right. If ever I've needed help it's now.
@Spencer_Amazon@Jameson_Amazon@Angie_Amazon@Ezra_Amazon@Christine_Amazon
Seller_IQo80d99W2DzP
That is a whole lot of issues!
You have a few hard decisions to make, so really up to you, as you can blame anyone for your choices!
My opinion though:
1 = For future orders, you can arrange with SS to stop automated return postage labels. You MUST issue your own within 48 hours of each RMA request instead. (If SFP, then still return postage labels are still issued by Amazon, but then you can raise Safe-T Claims).
2 = For this order, contact Evri, ask for proof sent, and why a delay. To be aware a Buyer can go to an Evri Store and drop off a parcel, and that should be ok, but if to a Locker, you can open the Locker Door, put nothing in there, but confirm in the Locker, and get a receipt for sending something. That could be the scam too (Check tracking, if no scan other than at the Locker. If ok after that, then there has to be a parcel) - Ask for a reply in an email.
3 = If Evri have lost the parcel, even getting the £20 out of them is difficult. You will lose the rest of the money.
4 = If it gets delivered and Amazon auto refuund, you can raise a Safe-T Claim. If not auto refunded, than you must do a partial refund within 48 hours.
5 = If Evri have lost the parcel, then who knows, Amazon seem to consider Sellers are still liable, which is madness. Likely to lose an A-Z Claim, but you never know. You will need to prove a genuine item, copy of distributor receipt with prices crossed through, letter from them saying model, or ASIN, etc.
Good luck!
Seller_vPTlUYc5NALmW
EVRI picked up from his drop off point and it’s gotten as far as Southampton depot. That’s where it’s remained since last Saturday - and still no movement today, 4 days later. Have raised a query with EVRI and even emailed their CEO. My options are running out, limited and likely to lose £500 on a missing parcel…
Seller_IQo80d99W2DzP
If they have collected it and it is in the system, hopefully, just delayed for you.
If you ask SS, they can stop automated return postage labels for the future (still provides them for SFP).
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
