Wrong item sent - In fact different - Swap
Hi there,
Please can you advise on this.
Customer raised a return request stating that we sent them the wrong item.
All our items are shipped from us we do not do FBA.
We have emailed the customer and they are adamant that the item is ours and we sent them the wrong item. All our items when packaged are scanned via barcodes to ensure the ASIN matches the product. In this occasion the barcode does not match work or matches our stock. It’s not our product because we do not sell this item.
As you can see from pictures the one the right appears to have a warehouse label which definitely not ours as we do not have this level of stock control.
It’s a low value item however in principal we want to ascertain if this is a genuine mistake or intentional.
The buyer is also a seller not sure if they are registered on Amazon however I have found that they have a page on facebook and registered in companies house.
Can you advise the next course of action or should I just cut my losses, report them to Amazon and move on? My guts tells me to challenge as I feel I have not done anything wrong. What’s your advice on this?
11 replies
Seller_NoLYurmb006tq
Hi so its possible that he has bought 2 items from the same listing and unsure who’s is who’s so to speak.
I do agree you don’t want to swap and I would be the same but if it is a low value may be simpler just refunding and keeping an eye out to make sure if they order again you don’t shop out
Seller_2BrPSydGy6oyq
What did they order and why is it the wrong item?
Seller_z6B2L9xab6HlP
It looks like a warehouse label but isn’t an Amazon one. Searching for “AKO7PCCN” comes up with the o2 shop
Seller_bhSWqoVh7Pn98
Did you include a Packing Slip, or has he ordered from several Sellers, and not know which came from you.
If it is ‘as new’ can you resell it, maybe too low a price to get bad feedback and A-Z Claim for.
I would still report a Buyer violation.
Although, I know sometimes it is the principle even if you get come-backs.
You can let the Buyer know, say maybe in error he has returned an item from another Seller, etc
Seller_6sxtIS0RbZ5k7
If you haven’t already sent the customer the pics then definitely edit it to say that the one they have returned has an O2 label and wasn’t supplied by you, ie lose any uncertainty about whether it might be an Amazon label as it isn’t.
Ask them if they would like to provide you a label to return the item they have sent you ‘in error’ and tell them that, once you receive the correct item back, they will be issued with a full refund.
