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
@Spencer_Amazon They have just e-mailed me saying they have upheld he decision for the claim as I appealed with evidence because the customer has returned the item.... and they then quoted the tracking number. Completely ignoring the fact they have returned a different item to what was sold! I'm at a loss with amazons back end team. have provided serial number proof and I had pre warned them quoting the support case BEFORE the A-Z claim was opened. I got a notification saying the buyer did not provide any information and the claim was closed. Only for the claim to be re-opened and awarded in the buyers favour.... this is a joke. They also said I did not refund the buyer within 2 business days. I received the you have refunded the buyer e-mail this morning. I received no notification saying the claim had been re-opened but I definitely received an e-mail saying the case has been closed and you have nothing to do on your end. Even with serial number proof and picture evidence amazon are awarding a blatant scammer and effecting my metrics?! Please sort this out
Seller_qcjVSJtmMNXVq
@Spencer_AmazonPlease help me out Seller support over the phone are driving me crazy
Spencer_Amazon
Hello @Seller_qcjVSJtmMNXVq,
I am on it!
Regards, Spencer
Seller_qcjVSJtmMNXVq
@Spencer_Amazon any update? my account is currently in ruins. If anything else happens I'm getting suspended.
Spencer_Amazon
Hello @Seller_qcjVSJtmMNXVq,
No update yet. It usually takes a few days but I check every day and as soon as I have news I will let you know.
Regards, Spencer
Seller_qcjVSJtmMNXVq
@Spencer_Amazon Thanks your a legend, thanks for getting back to me.
Seller_qcjVSJtmMNXVq
@Spencer_Amazon That has now been removed from my account, thank you! Could you please help me out in another thread please regarding feedback?
Spencer_Amazon
Hello @Seller_qcjVSJtmMNXVq,
My apologies for the delay in response, I was out of office for a few days.
I am happy to look into your other thread, feel free to leave the necessary information here.
Regards, Spencer
Seller_qcjVSJtmMNXVq
@Spencer_Amazon Hi, firstly thank you for helping resolve the serial number issue. I am at wits end with amazon. The Claims team and people in the back end do not read anything. I have just had ANOTHER A-Z claim risen against me. This time because amazon customers wish to buy items from me use the item and then send them back hoping for a full refund even though they are not sending back items in the same condition that they were sent. This is going to hit my ODR even though the item has been refunded already. I have provided pictures of the used item that can no longer be sold as new but amazons claim team still went through with the A-Z claim ODR even though they didnt refund the customer. Nothing makes sense anymore. Order ID 203-3543385-7855538
