Customer has returned item with different serial number
Hey guys
Customer asked to return item 2 weeks after buying. It finally came back yesterday, 34 days after they requested to return.
I have gone to check the serial numbers and the serial number on the item is different to the one on the box and the one we recorded when we sent it. The item was brand new and sealed.
What is the best course of action to take please? And should I inform Amazon?
Thanks
20 replies
Seller_EJIX7rqDNQJi2
Advise the customer that they sent you the incorrect item and therefore you are unable to refund.
Ask them to provide you a pre-paid return label so they can get their item back.
As soon as you receive the same product as you originally sent, you will process their return with a refund.
Seller_qZO3ZCjoBXEeL
Does the item returned work, is it damaged? i.e. are you at a material loss vs. the unit you sent?
If so ,reply immediately and politely state that they must have made a mistake as the items returned does not correspond to the item you sent.
As soon as the correct item is returned you will process their refund. You will be able to return the incorrect unit if they provide you with a paid returns label or the cost can be deducted from any final refund on the correct item, once it has been returned.
Seller_2BrPSydGy6oyq
Out of interest, if new and sealed then I can understand you recorded the serial number on the box, but how did you record the same serial number on the unit itself, was it visible when sealed?
That aside, I agree with others advice, just ensure you take photos of the box/unit to support your case before anything is returned.
Seller_7xa4giJ3wJ3FU
Best also to report this fraudster to ‘Action Fraud’.
Seller_bhSWqoVh7Pn98
Definitely do NOT refund the Buyer.
Raise as a Case with Amazon for violation, so they log in case of any A-Z Claim.
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In the first email to the Buyer, we normally say, so they have a get out clause, something like, we log all serial numbers when sold and the one returned does not match, so not the product sold by us to you. Perhaps you purchased 2 at the same time, but the other was from a different Seller, however, we cannot accept their return, so please advise do you wish us to dispose of the item (no refund), otherwise please email to us a pre-paid courier label, and we will await teh courier collection from us, please inform which date they will collect.
We also have our phone number, but if they call record the call and then email the result by Amazon. If they are genuine, they will resolve. If deliberate fraud, trying to return an old item etc, they know they got caught and often say to dispose of the item (still store until any A-Z Claim time has passed).
Seller_iwDZC5h1MCUbw
We scan the items serial number to the invoice, when this happens to us we take plenty of pictures showing exactly what was returned and then attach a copy of the invoice to the reply on Amazon messaging. We point out that the wrong item has been returned and cannot process a refund until the correct item has been returned.
Customer then opens A-Z we provide our statement and ask amazon to refer to amazon messages. A-Z claim is then denied, sometimes we then get the customer apologising and an excuse that they sent the wrong item etc etc but normally that is the end of the matter.
You just have to pick your words very carefully and make sure you comply with the returns policy Amazon sets out ie never refuse a return or refund but make clear the correct item needs to be returned before you can process a refund.
Good luck
Seller_fRYlvn2b9u1Fd
Here we are talking about a Seller fulfilled orders and the advice is all very good and sound.
You can not imagine how complicated this matter is when we are talking about FBA orders!!
The process of getting your money back is long and painful and depending who is actually dealing with it from SS you may even not get the problem resolved, it is utter nightmare even if it is clear that the item they have returned is clearly old and battered usually broken, soiled and yes with a different S/N which doesn’t much the one on the box and the one we have on record.
It is really painful process and you have to understand that you can not always win sometimes the fraudsters are well seasoned at what they do and the ways they do it and possibly the only way to manage that is to factor it in the price.
Best of luck to all and wish you all a very successful festive seasons.
