Different and faulty Item returned instead of new shipped
We shipped a brand new factory sealed item (Logitech Speaker) but were returned an identical BUT faulty item with a DIFFERENT Serial Number.
After contacting Amazon support we are advised to communicate with the buyer?
Can anyone maybe advise on how to deal with these types of issues as this is a deliberate attempt by the customer?
5 replies
Seller_DROodOAYHftnc
This sort of thing is reported so many times on here - customer buys a new replacement for their own old broken item and returns that saying faulty.
Probably be a hard one to prove, but try responding to the buyer saying that the item they have returned is not the one that you sent out as it has a different serial number. Make sure they realise you have caught them out !
I really wonder what has happened to honesty, and people’s consciences.
Seller_lMx0EDxeR8spO
Unfortunately we had something similar, we had sent a customer a bose mini link speaker 2, they claimed to have received a fake one which was not the case.
They have now sent the fake item back to us in our original bose box and kept the original one and are demanding a refund.
So we have reported them to amazon for fraud and filed a action fraud report.
Customer has now filed a A-Z claim on it and we are awaiting amazons decision on fraud.
Seller_6sxtIS0RbZ5k7
I think you should message them and also send the same via a tracked postal service, something along the lines of:
Thank you for your recent order and subsequent return. Unfortunately we are unable to refund at this point as you have mistakenly returned the wrong speaker.
All serial numbers are recorded and photographed before dispatch and the speaker sent to you bore the serial number XXXXXXX. The speaker you have returned to us is faulty and has the serial number XXXXXXX.
Once you have returned the correct speaker we will be happy to refund on receipt. Please advise how you would like the one returned in error sent back to you.
Seller_6sxtIS0RbZ5k7
If you are mocking up your own headed notepaper for the posted letter I would add a bit on there, not specifically addressed to them but to look like it’s part of the design, saying something like:
Software-Liquidation have a zero-tolerance fraud policy. We will actively take action, through the legal system if necessary, to recover money and goods obtained via fraudulent activity.
