Customer returned a Laptop with a different motherboard and serial no
Please help, we sold a Brand new Dell laptop to a customer how opened a return a week later as they “no longer wanted the item”
received the laptop back today, upon checking, the case of the laptop has been opened and now the laptop has a different motherboard installed that is faulty with a different serial no.
upon checking the different serial no. it was 1st used in June 2018 (This is confirmed on Dells website and in the systems bios)
we contacted the customer to inform him this with Photo proof and now they have opened an A-Z claim for refund not received, please help with this
Thanks
Bill
18 replies
Seller_EJIX7rqDNQJi2
How would you like to proceed?
Personally, in cases like this I always refund minus a 50% deduction to reflect the cost of loss of value after receiving back a materially different item. This way I am able to have any potential A-Z claim either denied or funded by Amazon.
By refusing to refund at all, you risk losing the A-Z claim with a full refund issued to the buyer. But I believe that you would be able to have the issue resolved through the Small Claims Court.
Seller_amUAzjvL5uIzu
“Personally, in cases like this I always refund minus a 50% deduction”
The returned laptop has no effective value & has been purchased by a thief
Send them a “Letter before Action” followed by Small Claims Court & tell them you will raise a case with Action Fraud.
Send details of the case to managingdirector@amazon.co.uk.
Seller_WOTRg2BzwQjvv
Thanks for the help
the problem is that the laptop costs over £1,000 and to issue 50% refund back to the customer would leave us with laptop that is worthless
would issuing 50% refund close the A-Z claim ??
Seller_WOTRg2BzwQjvv
so i have now refunded 50% of the value (Still crazy for what they have done)
i will now start a small claims case once the A-Z case has closed
