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Defrauded by customer - Returned a new item and kept old one
Recently had a removal order delivered and after inspecting it realised the customer has returned an old used product. The item was cracked and damaged badly, had serious signs of wear and tear, damaged metal parts and blocked steam holes and burn marks on a hot plate. Completely damaged. The writing was even rubbed off on the triggers so you knew it was well used and worn out.
Now this was accepted as a return as unsellable and returned to me. So it's clear the customer has kept the new product and returned the old battered one they had.
Now as a new seller, that stings me but Does Amazon really not reimburse for this and can customers get away with defrauding sellers on Amazon with no repercussions? How can they buy new items and send back their old damaged ones and get away with it?
I've tried to raise a case but had a response saying Amz don't reimburse for customer damaged items but this is fraud, they have swapped the new item with an old damaged item. Crazy!
23 replies
Seller_VUcjClrPIVFRy
Have you tried a SAFE T claim?
When can I file a SAFE-T reimbursement claim?
Looking at the points below would fall under what you are describing;
- The customer has abused Amazon’s return or refund policy.
- The item was damaged by the customer and returned to you in unsellable condition.
- .The returned item is materially different or has missing parts.
Seller_ZVAz3d5lZuGid
Sadly this is a known scam - a swap. You could take photos of the returned used item and submit those as proof, and try reporting the customer.
Seller_uPuf4V7GDz2aH
This happens to me all the time. Amazon have re-imbursed in every case. You will need to clearly state a different item was returned. They will ask for a number of things such as photos from all angles, removal order details, descriptions etc but it's worth taking the time to do the case.
It's a shame we can't block buyers. I sell car parts and in almost every removal order in the last year I've had at least one where the customer has just returned the old part so they get the new one for free. Oh and they always do a seller-fault return reason such as "defective" so I get to pay for their free part and get my stats messed with. The fact the seller has to pay for the return delivery in cases like these never gets reimbursed by the way.
Seller_HFVt2oFsT0nRo
This is considered as intentional theft and should be handled accordingly.
Seller_aa4tr6HoXwfZX
That in my opinion is fraud and there for a criminal offence.
And anyone can report a crime ;)
Seller_w9VI3UyAR7oxH
just look at it as a cost of doing business ... if you had a physical store , instead of online , you'd have to deal with the same thing in the form of shoplifting ( which people get away with in the same way )
Seller_O7rKvxnOXeZj6
@Sarah_Amznplease can you help - the customer has switched their old product with the new 1 I sold them through fba.
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