Fake or Faulty Product
Can anyone advise how to handle a customer situation I have never come across before !
Customer buys an authentic sealed aromatherapy diffuser ( we have sold hundreds) - she claims it doesn’t smell the same as ones she has had before and claims its a fake ( notice fake and not faulty !)
Spoke to the company who would like it back for examination
Customer refuses saying its not faulty its a fake
My guess is she has done this before and knows exactly how to get a free item without sending it back
Company says they would like her details as its possible liable / slander against them and want to take it further -
Any suggestions on how to handle this one ?
Thanks in advance
Richard
0 replies
Seller_qZO3ZCjoBXEeL
Per Amazon policy, happy to refund in full upon receipt of the return - which you will pay for.
Not permitted under the Amazon Ts&Cs. Also I doubt that would really fly as no-one is suggesting that the manufacturer of the product is making fakes, they are alleging YOU have supplied them with a fake (knowingly or otherwise).
Seller_UUJAfV9h2D90D
With respect. Is this an A-Z claim on your account or a refund request? I completely understand that it’s morally wrong however I don’t really understand the issue. This is just part of doing business unfortunately…
Seller_B4VbHpnDLDLAU
Thrown away but still wants a refund is a very well known scam. Don’t give in and just keep it simple to return for a refund. Don’t get into discussions etc
In terms of the amazon fake notification you will now have to provide your manufacturers invoices to reinstate the listing.
No I don’t think you can give the buyers details to the manufacturer 1. As per amazon terms 2. GDPR
Seller_KjHQOlTKYaPEw
i’ve had loads of refund requests last couple weeks stating that item arrived damaged, when asked for photo evidence I don’t hear from the buyer again!
I think alot of buyers try it on to get a free item, could be that another seller has just refunded without question & expects me to do the same, which I won’t
good luck
Seller_DROodOAYHftnc
So presumably she has bought the same ones from elsewhere/another seller ?
Seller_amUAzjvL5uIzu
As she has not bought from you before maybe the smell of yours is different because all others she bought are fake 
Seller_Qf5er7Soc0H4z
We do not sell aromatherapy products but we use to sell food, we did get very once 2-3 months similar claims. That’s possibly a fashionable non-sense to get freebies.
Seller_bhSWqoVh7Pn98
I would provide a returns RMA number, together with a returns address, so all authorised to return the item. Then if an A-Z Claim, they will see authorised to return. Inform to raise as a return on Amz for a pre-paid RM label.
Do you buy direct from the manufacturer? - if yes, I’d get the Buyer to contact a person at the manufacturer and inform to return to them directly, so Amz and they can see the maker inspecting.
If via a Trade Distributor, again if possible, get the return direct to the maker and not the Distributor. They will be able to tell from the packaging, even if no product, if genuine or a fake from your Distributor.
If the maker states not a fake, and it has been used, then let Amz action anything, as now likely anyway with the new Returns Procedures.
