Badly damaged FBM Return - What to do?!
We had a return auto authorized return for an FBM order (medium size appliance product) a couple of weeks ago stating ‘missing parts or accessories’ as the return reason.
A brand new product, fully sealed etc was sent to the customer, but have waited for the product to arrive back to review any missing parts/accessories. Today, it has finally arrived back to us and the state of it is quite unbelievable.
The product has been sent back in its box/packaging, not double boxed (how it was sent), and the box is virtually in pieces falling apart. Upon opening, all packaging and sealed inside are removed and the item has clearly been used (and looks like it has been for some time)! There are scratches, dents, even rust and grease inside.
The product is worth about £400 so we are very reluctant to issue a full refund considering the item is virtually now useless. All we can really do is possibly keep it for ourselves! There is no way this can be resold.
Does anyone have any advice as to what they would do/if this has happened to them before please? Not sure what stance Amazon could take with this if we do only issue partial refund etc and it turns into a dispute.
Many thanks in advance!
30 replies
Seller_16EevDf4Axaui
Realistically, only thing you can do is try and get Amazon on your side before the customer raises a case. Take photographs, contact Seller Support and tell them everything and include the photographs and explain you cannot refund the customer as they have clearly abused the item and your only option is to return the item to the customer as you would be unable to resell it. If, by some miracle stroke, you happen to get an agent who agrees with you, then you may, just may, have a win, but knowing how these things work it’s unlikely if I’m being honest. Other, more experienced sellers may have a better method.
Seller_DROodOAYHftnc
I agree with Neil - returning it to them is not the answer, UNLESS they request it and agree to it, when they realise they are not going to get a full refund !!.
Take plenty of photos.
Is it possible that they have returned their own old, used item and kept the new one they ordered from you ?
There are many reports of this scenario - that’s why photos are important.
Seller_xUKHc5xSYJmI4
We have seen an increase number of claims so there is something in the water.
Like the others advised take lots of photographs of the product in particular check the serial numbers. Also take a video footage which can be replayed if you need to involve the Police. Advise the customer you are unable to accept the return because its not in accordance with your returns policy. The product is also unfit for resale. Ask them to arrange collection. Be prepared for an A-Z claim which is the normal on this platform when you read the issues other sellers are experiencing. It appears that there are a number abusing the returns policy. Its blatant deception to try and get a refund which has been returned in the condition as you have described.
We have seen an increase in scammers online. Also they appear to know one another.
What we noticed recently we offered then a solution but instead they decided to raise A-Z claim then negative feedback when we weren’t made aware there was an issue. Also if you haven’t noticed a number of them were marking the communication they received from us as unhelpful. Constantly damaging every metric they could. Amazon great platform allows its sellers to be bullied, harassed and extorted.
Seller_S2asva5vDCpAd
Thank you everyone for all the advice, much appreciated. Just taking another look at this and noticed the customer in the past hour has actually raised and A-Z claim after ignoring our previous messages asking what parts/accessories were missing (as this was their return reason)! So looks like the battle starts now!
Seller_sSxf9ltVoIMz9
I would defend / appeal the A-Z. I’ve won a few automatically, and the odd one on appeal. It can be quite difficult to access the case before Amazon say you have lost, ie you can appeal but have to wait to lose first. but if you have clear evidence of the item being used you never know your luck.
Seller_sSxf9ltVoIMz9
Just to add - I bought a Tower Air Cooker about 6 months ago from Amazon FBA and the first one I received was ‘clearly’ used - it was broken and in an absolutely disgusting state. Obviously I returned it but made sure I wrote This product is used broken all over the box and ‘Amazon do not resell’ . My best bet is that a takeaway or something was buying them using them for a few months and then ordering a new replacement while returning the old item - seems this may have happened to you
Seller_87mKFKKA3Vwkx
I’m FMB and had a SafeT claim granted in my favour when a customer returned a new order as used
Seller_J2H5GprhaORbt
I would do the following
Open a case with seller support . explaining the issue . do this by phone .
this will result in the agent responding by message with a cut and paste job explaining that you can issue a partial refund . (this is evidence for you in the future that you asked advice)
2: issue partial refund on the refund orders of 25% of the order value , uploading as many images as possible
3: send message to the buyer explaining you have sought advice from Amazon and that you have issue a partial refund for the those reasons.
This should protect you for any A-z claim that may happen
Seller_lf5vv8vF2sGlR
My experience is that opening a case with support BEFORE the customer kicks off does indeed sometimes help the position after the event. They’ll just reply something copy and paste but it gives you something to refer back to and a small amount of leverage as a result for appeals.
Seller_b16fleqY1MBQw
Unfortunately you have to suck it up. Amazon do not think there is anything such as a bad buyer!
