Customer returns different item ... is there anything I can do?
Hi, I have a customer who has returned a different item to the one they ordered (The items we send have serial numbers and the unit they have returned has a different serial number to the one sent). The item they have returned has signs of extensive use, bits missing and is not working. I have kindly explained that once they return the actual item ordered we will be more than happy to help but they are insisting they have returned the item they ordered. Do I just have to suck this up and accept the loss or has anyone else had this before and employed a strategy that has worked?
24 replies
Seller_DROodOAYHftnc
Sadly this is a known and often used scam to get a ‘new for old’ item.
I would fight this, not just’ suck it up’.
You need to respond saying that you have a record of the serial number of the item you sent and the one they have returned is a different serial number, and until they return the item original item you are unable to proceed any further.
Others may have more suggestions to weed out the scammer.
What was the reason for their return request ?
Seller_ZjZ4slOF0jHpk
If they keep insisting they sent the correct item back, let them know you’ll need to do an investigation first before any refund, due to the disparity in serial numbers.
Firstly, you’ll contact the delivery company for details of where the package has been and the courier/postie that delivered it so they can be questioned. Depending on the outcome, you’ll then contact https://www.actionfraud.police.uk/ if it appears someone has tampered with mail in transit.
That may be enough for them to back down. But as I’m sure many will say, any A-Z you will probably lose unless you can prove you definitely sent the right item. Just don’t make any threats. Be calm and reasonable and at least Amazon will see that. Best of luck.
Seller_JuGoMZ0MII4g7
Well there is a surprise, I explained to the buyer that I would need to launch an investigation as it appears someone may have tampered with the parcel in transit and asked that the buyer provide her consent for me to forward her details to ‘action for fraud’ and she went quiet for the rest of the day. Still not heard from her but have now just received an AtoZ from Amazon!
Am I better to just refund this buyer or let the AtoZ run its course, I know financially the outcome for me is going to be the same but I wondered which is better for my metrics.
The whole situation is still really frustrating, I can’t believe the lengths some people will go to and I bet they think they are doing nothing wrong, just working the system!
Seller_sFEUMUfeW5484
Then they haven’t returned anything, they have sent you unsolicited goods. Send them a message asking for them to come get their parcel. Then remind them to send you yours.
Seller_JuGoMZ0MII4g7
Thanks for the advice all, it’s nice to know I have someone in my corner. I will fight the AtoZ but at the same time I am under no illusion as to what the outcome will be.
I also like the idea of asking the buyer to come and collect the unsolicited goods they sent me … thanks for that suggestion MonkeyBoy 
Seller_JuGoMZ0MII4g7
UPDATE!!
Ok, so it took Amazon almost 3 weeks to decide to refund the buyer and guess what they decided it should be ‘seller funded’.
I can’t say I am surprised that said I have a month to appeal, is there really any point and if so has anyone every had any success of over turning these appeals?
I am not sure what else to say other than the buyer has not returned the item they purchased, instead they have returned an old item (with a different serial number and pieces missing) in an attempt to get a free ‘new for old’ item from myself!
Thanks in advance for any advice.
Take care
Lucy.
Seller_JuGoMZ0MII4g7
I know I should just suck this up and probably will, it is just very frustrating to think there are people out there that are happy to act in this way and think it is acceptable!
And, I guess to add salt to the wound Amazon seem more than happy to support this sort of buyer behaviour!
I’ll just chalk this one up to experience!!
Thanks for all the support and advice on the forum, it means a lot.
Lucy.
