Customer opened a return and has returned a different item (Serial numbers do not match)
What should I do in this situation. If I notify the customer then I can imagine they will panic and open A-Z claims etc. So far I have opened a case only. Some advice would be greatly appreciated.
Thanks
32 replies
Seller_ZVAz3d5lZuGid
Does it look like they have possibly returned their own older item ? - this is a fairly common scam - a switch. Take photos as proof, message the customer with your evidence that they have not returned the correct item that you sent, and see how they respond. It's unlikely that Seller Support will be much use !!
Seller_qcjVSJtmMNXVq
thanks for the advice, this is what i usually do but I’m dreading the A-Z case. Ive opened a ticket with SS just so there is a log of the whole thing.
Spencer_Amazon
Hello @Seller_qcjVSJtmMNXVq,
I am Spencer with Amazon.
Please share your case ID with me and I will look into it.
Regards, Spencer
Seller_qcjVSJtmMNXVq
@Simon_Amazon Can you take a look at this please the customer has opened an A-Z claim and won even though I have provided Amazon with the information proving the buyer has returned a different item. Can someone at amazon actually do their job and stop letting the bots automate all A-Z cases. Things like this destroy sellers accounts so unnecessarily an I do not have the energy for another lengthy battle with amazon over what should be an open and shut case.
Spencer_Amazon
Hello @Seller_qcjVSJtmMNXVq,
Can you please provide me with the order or case ID?
Regards, Spencer
Seller_qcjVSJtmMNXVq
Hi @Spencer_Amazon here is the Order ID: # 206-7056352-4129101
Spencer_Amazon
Thank you @Seller_qcjVSJtmMNXVq,
I checked and it looks like the other team is evaluating the case.
If we don´t hear anything by Thursday, I will send it to another team.
Let´s stay in touch.
Regards, Spencer
