How do I deal with a fraudulent return please?
We sold an item for 127GBP which had a serial number on it.
The buyer contacted us to say it hadn't been received. I did my usual detective work and found it had been delivered to the neighbour despite the postie scanning his GPS outside of the buyer's actual door.
Buyer confirmed he had received it.
Subsequently opens a return request saying that the item is defective. Item arrived back a couple of days ago and I've only opened it today because I have been in hospital this week for suspected cancer and biopsies. Of course, I am emotional at the moment which doesn't help me but why are people like this? I could really do without this right now.
My partner and I have taken an unboxing video to show our sales record together with the serial number written on and included the photo within the video of the despatched item serial number. Then we've proceeded to video the opening of the return and, unsurprisingly, the serial number doesn't match.
Of course I want to challenge the buyer but Amazon does not allow links to be sent as I would upload the video and send him the link.
I've done a bit of reading up and apparently we can process a 99% deduction (I thought 50% was the maximum deduction allowed?) and to file a SAFE-T claim?
What is the best way to handle it? Reading up on this it seems that we will have to go through the usual rigmarole with Amazon with one contributor stating "Take Amazon to the Small Claims Court". Got to be worth it for £35 but I wouldn't know what grounds to file a claim on.
This is how I intend to reply:
We have inspected the returned item and noted that the serial number does not match the item originally supplied on this order.
This may be a genuine oversight or an item mix-up. If so, please let us know promptly via Amazon messages so the matter can be resolved.
If you are satisfied this is a misunderstanding and you wish to bring the matter to a close, please withdraw or cancel the claim/request through Amazon and confirm to us by return message.
Secondly, ChatGPT advises to report to the local Police and make a fraud report. I am quite keen to do something like this to make sure he doesn't think to act fraudulently with others in the future.
What's your thoughts please?
How do I deal with a fraudulent return please?
We sold an item for 127GBP which had a serial number on it.
The buyer contacted us to say it hadn't been received. I did my usual detective work and found it had been delivered to the neighbour despite the postie scanning his GPS outside of the buyer's actual door.
Buyer confirmed he had received it.
Subsequently opens a return request saying that the item is defective. Item arrived back a couple of days ago and I've only opened it today because I have been in hospital this week for suspected cancer and biopsies. Of course, I am emotional at the moment which doesn't help me but why are people like this? I could really do without this right now.
My partner and I have taken an unboxing video to show our sales record together with the serial number written on and included the photo within the video of the despatched item serial number. Then we've proceeded to video the opening of the return and, unsurprisingly, the serial number doesn't match.
Of course I want to challenge the buyer but Amazon does not allow links to be sent as I would upload the video and send him the link.
I've done a bit of reading up and apparently we can process a 99% deduction (I thought 50% was the maximum deduction allowed?) and to file a SAFE-T claim?
What is the best way to handle it? Reading up on this it seems that we will have to go through the usual rigmarole with Amazon with one contributor stating "Take Amazon to the Small Claims Court". Got to be worth it for £35 but I wouldn't know what grounds to file a claim on.
This is how I intend to reply:
We have inspected the returned item and noted that the serial number does not match the item originally supplied on this order.
This may be a genuine oversight or an item mix-up. If so, please let us know promptly via Amazon messages so the matter can be resolved.
If you are satisfied this is a misunderstanding and you wish to bring the matter to a close, please withdraw or cancel the claim/request through Amazon and confirm to us by return message.
Secondly, ChatGPT advises to report to the local Police and make a fraud report. I am quite keen to do something like this to make sure he doesn't think to act fraudulently with others in the future.
What's your thoughts please?
0 replies
Seller_d8YGbIjNqwFxn
If it wasn't refunded at first scan then you can do a partial refund. Ensure you upload all photos and evidence to show why you are doing a partial refund up to the maximum amount allowed. This will clear the return down for you.
However the customer can still raise an A-Z and you should be prepared to lose it.
You can also just do nothing but that will make it harder to defend the A-Z that is likely to come along. Doing a partial refund will have your evidence already stated for any A-Z that maybe raised.
You can only do a SAFE-T claim if the buyer has already been refunded at first scan. This would be the option if the buyer has already been refunded.
With doing the fraud report yes you can do this but if you lose any A-Z then Amazon policy is that you cannot take any action against the customer. Raising a police report maybe seen as taking action and if Amazon are made aware from the buyer it could lead to restrictions on your account. It is absolutely your right to inform the police but do be aware of consequences on your account.
Also hope you feeling better soon
Seller_fFylOZ9rejlBH
Thanks to all for the advice.
I didn't respond to Amazon's second request for the same information but it appears that they have found in our favour and funds remain in our account and there is no effect on Order Defect Rate because of this.
How can I be sure that this will not get reversed at some point in the next month?
Also, should I now update the Police Report to say that the matter has been settled by Amazon reimbursing the buyer. At the end of the day, the buyer still acted fraudulently. I doubt the Police would actually do anything anyway. They are probably too overwhelmed.
Xander_Amazon
Sorry to hear you're dealing with this on top of everything else — hope you're on the mend soon.
You've done the right thing with the unboxing video and documenting the serial numbers. Here's what I'd suggest as your next steps:
First, issue the refund with a deduction. For items returned in materially different condition (which a serial number mismatch qualifies as), you can apply up to 50% restocking fee. You can process this through the Manage Returns page in Seller Central.
Next, file a SAFE-T claim. This is your main route to recover the funds. Include your photos showing the mismatched serial numbers as evidence.
Regarding your proposed message to the buyer — it reads well and is professional. Keep communication through Amazon's Buyer-Seller Messaging only.
On the police report front, that's entirely your decision and outside what we can advise on here.
