Buyer returned empty box, how to proceed?
Hello
Buyer opened a return 3 days ago for a general “didn’t like it reason”.
Today I received a parcel from the buyer, it is clearly empty (I haven’t opened it yet).
How do I proceed with this sort of problem.
The item is quite valuable and the return is still open.
It is a FBM order.
Thanks.
37 replies
Seller_bhSWqoVh7Pn98
I am still surprised how Sellers do not have procedures in place and know Amz terms.
If parcel sealed and not a transit issue:
I’d suggest 2 of you open and document, with photos - eventhough Amz may not take notice, they sometimes do.
If SFP (Prime) - refer the Buyer to Amz CS, who will likely refund, then you raise a Safe-T Claim. So, Amz pay. (if/when the Buyer chases the refund, and you my attach the photos to prove nothing in the parcel). You are not supposed to just message the Buyer unless you refer to SS and they tell you to do so.
If a standard order, then message the Buyer, with the photos, inform a partial refund, if anything received back, you may like to say they must have forgotten to include the item/s in the parcel, or perhaps someone packed it and not them, etc. Inform them, if they return the missing items then you will refund if as suppplied, as new.
If anything received back, issue a partial refund, you need to deduct the % and provide Amz the photos. You may say deduct 99% so only 1% refunded if just say a lead received back and nothing else. It is best to refund 1% (99% deduction). Likely to then go to A-Z Claim, but they can see a partial refund, and the Buyer message.
- Report as a violation, although again Amz likely to do anything.
How much was the item, what was received back?
SFP or not?
UK Buyer?
New or Used item?
Seller_SITNVuZK87zGK
One other thing to check, you need to check if refund at first scan has taken place.
If it has, you’ll need to open a safe t claim with amazon.
Seller_DROodOAYHftnc
The other thing, is note / photograph the weight on the parcel received back and the weight of the item you sent out - presumably there will be a difference if an empty box has come back.
Seller_oB97CXS3Iysbn
Given the high value and potential for an A-Z and total loss if granted I would suggest you open an urgent case with SS requesting their advice. Making them aware and reporting the issue is crucial.
As the return progresses you will be in a better position having reached out first to SS and minimizing your risk of loss on this case. You should seek official advice on how best to avoid in the future within your case. At this stage it doesn’t really matter if the buyer is genuine or otherwise.
Asking other sellers here is all well on good but you need Amazon on your side to ensure you do not lose out financially and also to avoid any account defects. The only way is to have a case setup and ready and to be prepared.
We have used this method of approach with SS previously to our own benefit for similar issues and found them very helpful.
Good luck!
Seller_8f9uYRNpwImUV
Pray because taking photo’s before opening and everything else won’t matter, Amazon will not care you losing out. Could you not say it is lost and block the imei number? It doesn’t help if you end up out of pocket but at least he or she won’t be able to use it. Nightmare scenario which is on the increase selling on here unfortunately. Good Luck and hope you don’t end up getting ripped off.
Seller_Eg5ZOxKLM5sOc
Buyer returned water bottles to me before. nothing I could do, even showing photo evidence.
Seller_bzRkeDMMsE3Is
I feel for you, I have bad torture-inspired thoughts towards these lovely people when they scam me for a tenner!
Seller_DROodOAYHftnc
IMO it is not just the customer who are the fraudulent ones, but Amazon also who will not accept irrefutable evidence.
