Claim received products as emty - it's good way to get product for free?
Hello
We have received message from buyer, that product arrived empty (end of November). I sell cosmetic products and buyer complain about mascara. I sell only new, unopened product and I believe buyer trying to get refund and item. I asked to send pictures of product, never received until now. I asked to return product for closer investigation, but buyer didn’t return item. Just keep asking for refund again and again.
How to deal with this situation?
0 replies
Seller_qZO3ZCjoBXEeL
If it is after 30 days since the last estimated delivery date for the order then it is too late for the buyer to complain. Mark it as either no response needed or if the buyer is being really abusive or dishonest flag the message to Amazon.
Seller_lNgEGYaL9wEaf
I had a complaint about empty box last year. Luckely for me it was an FBA item and amazon took the hit and removed the negative feedback.
https://sellercentral.amazon.co.uk/forums/t/please-help-customer-claiming-to-have-received-empty-box/159977
Seller_cJms0GbotqqtV
The end of November falls within Amazon’s extended Christmas period for the purpose of returns and other issues. So you need to address this complaint. The buyer is still able to request a return or to file an A-Z claim.
You are asking the buyer to send you pictures. But of what ? The outer packaging, empty ? The product’s packaging, empty ? You also asked them to return the product. But if, as they claim, they did not receive it, then they cannot return it.
The way to deal with empty box claims is to provide the buyer with evidence, from the proof of posting, of the weight of the package when despatched. If the package arrived empty, the buyer can make a claim against the carrier. As a first step, offer to assist them with that claim.
Paul
Seller_qHzcAWcsPVCfg
Do NOTHING but request the item returned via the Amazon Returns option.
You may wish to add that on inspection of the Batch Code matching your product that a full refund will be actioned for the manufacturing defect.
It is not uncommon for buyers to return their old empty used mascara and keep the new one sent out, hence the Batch No. suggestion.
You might also add that they can contact Customer Support to assist with initiating the Return request.
They cannot win an A-Z if they refuse to return it. - Amazon may pay it but you will not lose.
