Customer returns different item
Hello,
I have recently sold a Lego set to a customer who paid extra for expedited shipping.
A few days later I had a return request because they said it was a duplicate order.
Yesterday the item arrived but it is clear that it is not the set that I sent out to them.
Firstly I UV mark all my sets to prevent fraud. This returned set has no UV markings on it.
Secondly, there is an FBA sticker over the barcode on the return I have received (it is in German). I have never sold this item FBA and this set is considerably cheaper on Amazon.de.
Lastly the box is badly creased down one side and the item I sent out was in perfect condition.
It seems to me the customer needed the item urgently (for a birthday etc) and purchased from me to get delivery in time. Then they ordered a cheaper version which arrived late and then returned the second set to me in order to get a bigger refund.
Does anyone have any experience as to what I should do now?
I thought of two options:
-
Explain to the buyer they have returned the wrong item and offer to send it back to them (but this will cost me another tenner in postage).
-
Offer to give them a partial refund. The set cost them £90. I would offer £50 because it is a damaged set and if I offer anymore I will lose money when I resell.
Any help would be greatly appreciated.
Thanks
5 replies
Seller_7VbclcPFFRTnc
contact and tell them they’ve returned the wrong item - explain your security protocols - offer to return AT THEIR COST
Seller_sFEUMUfeW5484
I would maybe look at this slightly differently.
It’s not they have returned a different item but they haven’t returned THE item. And you can’t provide a refund if you haven’t received THE item back, right?
The only issue is, they would likely win an A-Z case if opened.
Seller_DROodOAYHftnc
This sounds as they knew exactly what they were doing ! - fraud.
Duplicate order ? - maybe is as you have suggested, but no error on your part.
I would inform them that they have returned the wrong item and not the one you sent to them, as the one you sent to them was UV security marked, and the one they sent back was not.
It is NOT your responsibility to pay for the postage to send the wrong item back to them.
Seller_bg7MdgcF91j7e
Thank you for your replies.
I even include an invoice in every order clearly stating that the items are UV marked in order to prevent fraudulent returns but it seems this was ignored.
My only concern is the potential A-Z claim. I have contacted seller support to see what they think but as per usual they haven’t answered the question at all.
