Customer Received "one out of 3 items"
I have been notified by a customer that they have received only a single box out of a nested set of 3. Obviously there is no 100% way of proving this but it is extremely unlikely to be the case. They are also saying they don’t need the “missing” 2 boxes as they have had to purchase elsewhere and have no further need for them - the item arrived today and within an hour of the delivery she’s already ordered from somewhere else rather than get the boxes she paid for from us?
She now wants to return the item. I feel quite bad saying this about someone but I pretty much believe she’s keeping the 2 items and getting a refund for the full cost and is going to ask me to fund the return and bank on me saying keep it.
One of her messages even stated “I have no use for these items now”. This could allude to fact she actually has received them or maybe she doesn’t want the full set, who can be sure?
Anyway, to avoid an A-Z is there anything I can do or do I simply have to accept the return/refund and carry on?
This is my first instance like this, I am a new seller etc so all advise is greatly appreciated.
31 replies
Seller_NoMNQDGnEW5Bx
Accept the return straight away and get a postage label to the customer. Then wait and see if she actually sends it back and whether its in the exact condition you sent it out in. If its a nested set of 3 would they all be in the same box? would the weight be different? Is there a way you can check?
But definitely accept the return or you’ll get penalised by Amazon anyway, just dont refund until something comes back to you
Seller_vIpv9uvBH6CFY
get used to it. You will be giving away lots of free stuff on here. Tally up your losses at the end of each month and add it to your prices.
Seller_DROodOAYHftnc
TBH the cynic in me thinks this does sound like a scam/fraudulent claim.
You could message back stating the weight of the parcel when sent and that was correct for the set of 3 boxes, so no way the parcel have only contained one.
See how she responds to that.
But, you are going to have to accept the return request and see what comes back.
Seller_nRhZxElkqUPAM
I know its off topic - but 1 out of 3 would make great song title & lyrics.
We have had this nonsense before where people claim parts are missing. Normally they know exactly what they are doing. Every now and again they are on their last life… and we win.
Seller_6sxtIS0RbZ5k7
If you have the weight recorded send them the proof and say that this is consistent with you posting three. Tell her that, as it must been tampered with en route, you are obliged to report it to Royal Mail/the courier, who take these matters very seriously, in order to claim compensation and they will be in touch for her to confirm the non-arrival.
Seller_6sxtIS0RbZ5k7
I think Meatloaf kind of beat you to it! (2 out of 3 ain’t bad)
Or UB40 (I am the 1 in 10)
Damn you, @Pickle, I’m going to be thinking of them all night now!
[Wanders off singing ‘A to Z’ to the tune of the Jackson 5’s ABC]
Seller_4MlYJvoHfdkDh
Do you have the measured weight of the parcel? Even though you wrote 2kg, did you take them to the post office that still validated the weight on the scales, the exact weight, and printed it on your tracking receipt.
Yes it sounds like a scam.
Seller_dq2LkyNJsyJbm
Amazon are based outside the UK so do not follow our Consumer Law, but the customer might not know that.
Check what date the goods need to be delivered by, as you could respond to the customer saying you intend to replace the order before the date, set out on the contract.
They would still have the right to return the full order, but unless it says otherwise in your settings, its at their cost.
Seller_dq2LkyNJsyJbm
WHILE REMOVING THE RIGHTS OF A SELLER.
Amazon side with a Seller, when UK Consumer Law is on our side.
Seller_i8Mx5qrX59UQJ
Thanks for all the insight, I’ve tried to hold my nerve and hold my ground on this as I think £37 is too much to lose. The buyer has asked if she needs to pay for the return.
I’ve written the following reply.
" I’ve checked the weight on the postage invoice and it appears to match the weight of the 3 set of boxes, also in your previous mail you’ve mentioned “these” suggesting this has been received correctly?
03-Jun-2021 15:44
Hi xxxx
I’ve already had to order again somewhere else now. So if could send these back to you please as they will be no use to me now?
Many thanks
XXXX
If you’d like to return the items as you’ve ordered others, please return and we are happy to cover the return cost once received.
Warm Regards"
What’s the chance an A-Z would be denied based on the fact that she’s admitted she’s received “these” items now?
