Customer has returned a fake phone - £715 scam attempt
Hi all,
I have had a customer return a fake mobile phone today.
I get the impression this isn't the customers first time doing this. They opened a return request stating 'the wrong item was sent', they have then returned a fake mobile phone using Royal Mail Special Delivery, presumably so they have proof of me receiving and it gives the impression that whatever they were returning, they wanted insured.
I have contacted Amazon support, reported abuse & opened a case informing Amazon of this fairly elaborate scam however i have recieved no help whatsoever. I am trying to get ahead of this because i already know for a fact that as soon as i deny refund, or partially refund, the customer will open an A-Z claim and i will no doubt lose the £714.99 i sold it for.
The phone the customer has returned is a fake device with a made up Serial number & IMEI. I have sent pictures of this device to Amazon but they haven't even acknowledged them.
I am unable to open a Safe-T claim and at present am unsure what options i have here, if any?
I am in two minds as to whether to report this to the police as theft. Though i know that doesn't get me my money back...
Any help is greatly appreciated.
Customer has returned a fake phone - £715 scam attempt
Hi all,
I have had a customer return a fake mobile phone today.
I get the impression this isn't the customers first time doing this. They opened a return request stating 'the wrong item was sent', they have then returned a fake mobile phone using Royal Mail Special Delivery, presumably so they have proof of me receiving and it gives the impression that whatever they were returning, they wanted insured.
I have contacted Amazon support, reported abuse & opened a case informing Amazon of this fairly elaborate scam however i have recieved no help whatsoever. I am trying to get ahead of this because i already know for a fact that as soon as i deny refund, or partially refund, the customer will open an A-Z claim and i will no doubt lose the £714.99 i sold it for.
The phone the customer has returned is a fake device with a made up Serial number & IMEI. I have sent pictures of this device to Amazon but they haven't even acknowledged them.
I am unable to open a Safe-T claim and at present am unsure what options i have here, if any?
I am in two minds as to whether to report this to the police as theft. Though i know that doesn't get me my money back...
Any help is greatly appreciated.
34 replies
Seller_H2ew0tkkIgJSC
Hello, it might not always work, however I have had recent success by refunding the customer by applying a 99% restocking fee on the return- we get a lot of damaged motherboards returned. A lot of the time, they will open an A-Z, however if you log a Crime Reference with Action Fraud, thats usually enough. Get Chat GPT to put it into an email for you also. Get a POD for the original delivery also. Good luck, there are some real scumbags!
Seller_xU4h6ZbAduf0O
Action Fraud is a good starting point but they don't really do much unless there has already been reports about this address/name.
You could try reporting directly to the local Police station of the delivery address with all the information.
As it is a mobile phone.... do you have the imei number of the phone you sold?
You could try to get this imei blocked as a stolen phone, bricking it and limiting their options with it.
That imei can also be used to triangulate the phone for the police and could lead right back to the fraudsters house.
If this is then proven as fraud/theft by an Amazon customer using their platform as a facilitated theft, you could take Amazon to court for the return of your stolen funds as they have facilitated this fraud.
Seller_Owdxic6jQ3PDQ
I would issue partial refund ..take photos and upload them to the partial refund page
you did report him to Amazon which is great
the partial refund approach was advised to me by amazon customer service and one of the GM assistance ..it has not failed me once
if the customer opens A to Z claim you can defend yourself obviously however am yet to get an A to Z claim when i issue partial refund and contact the customer about it and make complaints
I must admit that sometimes Amazon do issue the full refund (before A to Z claim is opened ) but i normally win the safe-T claim
good luck and let us know how it goes
Seller_d8WfbEccuaGMc
Thank you all for your responses.
At present, there is nothing more i can do. I just went back to the A-Z claim to add that i had reported the scam to Action Fraud however i am unable to update it as the A-Z claim is on hold whilst awaiting the customers response.
Presumably the only way the customer would win this claim is if he'd taken photo's off the fake device and submits them. He hasn't as yet, so i'm sincerely hoping he wasn't that bright. However if this isn't his first rodeo, i'm sure he will have done.
You're absolutely right about the IMEI, i do keep track of all of those and i'm pretty certain once this case is handed to the police, they are able to blacklist it.
I also very much like the idea of taking Amazon to court on this if they do facilitate the fraud by refunding the customer.
Normally i cut my losses but i am not rolling over on this one, purely out of principal.
Seller_GPLxAbyNPI33I
Unfortunately us sellers just cannot win, Scamazon has it stitched up.
I am so fed up of scammers now that when I get an INR message I check for proof of delivery & in the majority of instances it has been delivered.
I refund them on first message because experience has taught me when they escalate to an A-Z they get the refund & I get the account defect, so it it's a lose. lose at least by refunding them prior A-Z it's one hit instead of two.
When I refund them I leave them in no doubt what I think about what they have done, yes it leads to a rant from them " I am going to blah blah" etc but I am so sick of having my pants pulled down & not in good way!
I hope you get it sorted.
Ed
Seller_IQo80d99W2DzP
This is the way I would handle it, likely to get you bad feedback, but also likely to win an A-Z Claim.
Email the Buyer, saying maybe in error that they returned the wrong item to you, it was definitely not the item you supplied.
Quote the serial number of the item you supplied and then quote the one they returned.
Email them a jpg photo of an Invoice, that invoice must show your Company details, their name/address. The item make/model and importantly the serial number you supplied. (Amazon can see this as well if an A-Z Claim).
2nd photo to show the item and importantly the serial number on item returned.
Explain the 2 serial numbers do not match.
Inform, if they return the item supplied with serial number matching, as long as everything complete and as new, with all accessories, then you will refund in full.
A-Z Claims can see the photos and proof of invoice, Amazon will need that invoice, so ensure it is clear.
I would not refund any amount. But if accessories are ok, you could give a 1% refund, but explain that as well in the email to the Buyer.
I assume not a Prime order, as if Prime, action as above, but also tell the Buyer to raise with Amazon Customer services. Then if Amazon pay out, raise a Safe-T Claim.
Report the Buyer as well, LINK: Report Abuse: https://sellercentral-europe.amazon.com/abuse-submission/form/other
Good luck!
Seller_fDrmmQlN9NI2Z
@Winston_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Simon_Amazon @Sarah_Amzn @Ash_AMZ @Maja_Amazon Could you help this seller?
Seller_IQo80d99W2DzP
Let us know how it goes and APPEAL if Amazon refund the Buyer, make it very clear that the Buyer did NOT return the item you supplied and that the Serial number of the item you sold is on the invoice and also the one returned is in the photo as well.
Say Serial Number does not match item supplied to item returned.
Inform date and time you emailed the Buyer so they can see for themselves. Mention that they can see that email
Seller_d8WfbEccuaGMc
Update:
So the A-Z Claim is still ongoing with no update but i received a response from Amazon regarding the listing suspension.
'Greetings from Amazon,
I am happy to inform you that we have reviewed the information you provided and reinstated your listing.
I appreciate your co-operation with us during this investigation and I am happy to have been able resolve this for you. Since there is no further action required, I am going ahead and closing this case.
I hope you continue to have a great selling experience on Amazon and wish you all the best.
Have a great day!
Thank you for selling with Amazon'
Encouraging to know they've seen sense for once in that case at least.
Hoping for the same result from the A-Z claim.
Seller_ZVAz3d5lZuGid
"I hope you continue to have a great selling experience on Amazon and wish you all the best."
Have to say that made me smile ! - Amazon can be anything but a great selling experience these days
Seller_d8WfbEccuaGMc
Hilarious isn't it! Couldn't agree more.
Seller_vNGUliyBfm8re
sometimes the 'under review' is just waiting for a human to look at the case because of the high value
often using the partial refund feature can work to protect you in an A to Z but because you've not refunded at all, it only takes an amazon agent to overlook the particulars of the case and issue the buyer a full refund.
If they reached out to the buyer for more evidence it will probably be for them to prove return delivery to you, hence why they paid for special delivery to give them solid return delivery metrics to get the money out of you/amazon.
they wont make the buyer jump any hoops for a refund but Amazon will make you jump through fire to get the refund overturned. hopefully doesn't come to that.
also write to buyer again and say their return goods; packaging and phone was kept in case the matter reaches police in the event this is proven to be something other than an innocent mistake on their part.
Seller_d8WfbEccuaGMc
Unfortunately i closed the return a day ago, for the reason of 'item not returned' if i remember correctly... Which in hindsight may have been a bit of a faux pas.
I'm still yet to hear back from Amazon which i am surprised by to be honest. Normally these things are over and done with pretty quickly from my experience.
Seller_d8WfbEccuaGMc
The claim status has changed back to 'Awaiting customer response' again. Not sure whats going on.
Customer has returned a fake phone - £715 scam attempt
Hi all,
I have had a customer return a fake mobile phone today.
I get the impression this isn't the customers first time doing this. They opened a return request stating 'the wrong item was sent', they have then returned a fake mobile phone using Royal Mail Special Delivery, presumably so they have proof of me receiving and it gives the impression that whatever they were returning, they wanted insured.
I have contacted Amazon support, reported abuse & opened a case informing Amazon of this fairly elaborate scam however i have recieved no help whatsoever. I am trying to get ahead of this because i already know for a fact that as soon as i deny refund, or partially refund, the customer will open an A-Z claim and i will no doubt lose the £714.99 i sold it for.
The phone the customer has returned is a fake device with a made up Serial number & IMEI. I have sent pictures of this device to Amazon but they haven't even acknowledged them.
I am unable to open a Safe-T claim and at present am unsure what options i have here, if any?
I am in two minds as to whether to report this to the police as theft. Though i know that doesn't get me my money back...
Any help is greatly appreciated.
Customer has returned a fake phone - £715 scam attempt
Hi all,
I have had a customer return a fake mobile phone today.
I get the impression this isn't the customers first time doing this. They opened a return request stating 'the wrong item was sent', they have then returned a fake mobile phone using Royal Mail Special Delivery, presumably so they have proof of me receiving and it gives the impression that whatever they were returning, they wanted insured.
I have contacted Amazon support, reported abuse & opened a case informing Amazon of this fairly elaborate scam however i have recieved no help whatsoever. I am trying to get ahead of this because i already know for a fact that as soon as i deny refund, or partially refund, the customer will open an A-Z claim and i will no doubt lose the £714.99 i sold it for.
The phone the customer has returned is a fake device with a made up Serial number & IMEI. I have sent pictures of this device to Amazon but they haven't even acknowledged them.
I am unable to open a Safe-T claim and at present am unsure what options i have here, if any?
I am in two minds as to whether to report this to the police as theft. Though i know that doesn't get me my money back...
Any help is greatly appreciated.
Customer has returned a fake phone - £715 scam attempt
Hi all,
I have had a customer return a fake mobile phone today.
I get the impression this isn't the customers first time doing this. They opened a return request stating 'the wrong item was sent', they have then returned a fake mobile phone using Royal Mail Special Delivery, presumably so they have proof of me receiving and it gives the impression that whatever they were returning, they wanted insured.
I have contacted Amazon support, reported abuse & opened a case informing Amazon of this fairly elaborate scam however i have recieved no help whatsoever. I am trying to get ahead of this because i already know for a fact that as soon as i deny refund, or partially refund, the customer will open an A-Z claim and i will no doubt lose the £714.99 i sold it for.
The phone the customer has returned is a fake device with a made up Serial number & IMEI. I have sent pictures of this device to Amazon but they haven't even acknowledged them.
I am unable to open a Safe-T claim and at present am unsure what options i have here, if any?
I am in two minds as to whether to report this to the police as theft. Though i know that doesn't get me my money back...
Any help is greatly appreciated.
34 replies
34 replies
Seller_H2ew0tkkIgJSC
Hello, it might not always work, however I have had recent success by refunding the customer by applying a 99% restocking fee on the return- we get a lot of damaged motherboards returned. A lot of the time, they will open an A-Z, however if you log a Crime Reference with Action Fraud, thats usually enough. Get Chat GPT to put it into an email for you also. Get a POD for the original delivery also. Good luck, there are some real scumbags!
Seller_xU4h6ZbAduf0O
Action Fraud is a good starting point but they don't really do much unless there has already been reports about this address/name.
You could try reporting directly to the local Police station of the delivery address with all the information.
As it is a mobile phone.... do you have the imei number of the phone you sold?
You could try to get this imei blocked as a stolen phone, bricking it and limiting their options with it.
That imei can also be used to triangulate the phone for the police and could lead right back to the fraudsters house.
If this is then proven as fraud/theft by an Amazon customer using their platform as a facilitated theft, you could take Amazon to court for the return of your stolen funds as they have facilitated this fraud.
Seller_Owdxic6jQ3PDQ
I would issue partial refund ..take photos and upload them to the partial refund page
you did report him to Amazon which is great
the partial refund approach was advised to me by amazon customer service and one of the GM assistance ..it has not failed me once
if the customer opens A to Z claim you can defend yourself obviously however am yet to get an A to Z claim when i issue partial refund and contact the customer about it and make complaints
I must admit that sometimes Amazon do issue the full refund (before A to Z claim is opened ) but i normally win the safe-T claim
good luck and let us know how it goes
Seller_d8WfbEccuaGMc
Thank you all for your responses.
At present, there is nothing more i can do. I just went back to the A-Z claim to add that i had reported the scam to Action Fraud however i am unable to update it as the A-Z claim is on hold whilst awaiting the customers response.
Presumably the only way the customer would win this claim is if he'd taken photo's off the fake device and submits them. He hasn't as yet, so i'm sincerely hoping he wasn't that bright. However if this isn't his first rodeo, i'm sure he will have done.
You're absolutely right about the IMEI, i do keep track of all of those and i'm pretty certain once this case is handed to the police, they are able to blacklist it.
I also very much like the idea of taking Amazon to court on this if they do facilitate the fraud by refunding the customer.
Normally i cut my losses but i am not rolling over on this one, purely out of principal.
Seller_GPLxAbyNPI33I
Unfortunately us sellers just cannot win, Scamazon has it stitched up.
I am so fed up of scammers now that when I get an INR message I check for proof of delivery & in the majority of instances it has been delivered.
I refund them on first message because experience has taught me when they escalate to an A-Z they get the refund & I get the account defect, so it it's a lose. lose at least by refunding them prior A-Z it's one hit instead of two.
When I refund them I leave them in no doubt what I think about what they have done, yes it leads to a rant from them " I am going to blah blah" etc but I am so sick of having my pants pulled down & not in good way!
I hope you get it sorted.
Ed
Seller_IQo80d99W2DzP
This is the way I would handle it, likely to get you bad feedback, but also likely to win an A-Z Claim.
Email the Buyer, saying maybe in error that they returned the wrong item to you, it was definitely not the item you supplied.
Quote the serial number of the item you supplied and then quote the one they returned.
Email them a jpg photo of an Invoice, that invoice must show your Company details, their name/address. The item make/model and importantly the serial number you supplied. (Amazon can see this as well if an A-Z Claim).
2nd photo to show the item and importantly the serial number on item returned.
Explain the 2 serial numbers do not match.
Inform, if they return the item supplied with serial number matching, as long as everything complete and as new, with all accessories, then you will refund in full.
A-Z Claims can see the photos and proof of invoice, Amazon will need that invoice, so ensure it is clear.
I would not refund any amount. But if accessories are ok, you could give a 1% refund, but explain that as well in the email to the Buyer.
I assume not a Prime order, as if Prime, action as above, but also tell the Buyer to raise with Amazon Customer services. Then if Amazon pay out, raise a Safe-T Claim.
Report the Buyer as well, LINK: Report Abuse: https://sellercentral-europe.amazon.com/abuse-submission/form/other
Good luck!
Seller_fDrmmQlN9NI2Z
@Winston_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Simon_Amazon @Sarah_Amzn @Ash_AMZ @Maja_Amazon Could you help this seller?
Seller_IQo80d99W2DzP
Let us know how it goes and APPEAL if Amazon refund the Buyer, make it very clear that the Buyer did NOT return the item you supplied and that the Serial number of the item you sold is on the invoice and also the one returned is in the photo as well.
Say Serial Number does not match item supplied to item returned.
Inform date and time you emailed the Buyer so they can see for themselves. Mention that they can see that email
Seller_d8WfbEccuaGMc
Update:
So the A-Z Claim is still ongoing with no update but i received a response from Amazon regarding the listing suspension.
'Greetings from Amazon,
I am happy to inform you that we have reviewed the information you provided and reinstated your listing.
I appreciate your co-operation with us during this investigation and I am happy to have been able resolve this for you. Since there is no further action required, I am going ahead and closing this case.
I hope you continue to have a great selling experience on Amazon and wish you all the best.
Have a great day!
Thank you for selling with Amazon'
Encouraging to know they've seen sense for once in that case at least.
Hoping for the same result from the A-Z claim.
Seller_ZVAz3d5lZuGid
"I hope you continue to have a great selling experience on Amazon and wish you all the best."
Have to say that made me smile ! - Amazon can be anything but a great selling experience these days
Seller_d8WfbEccuaGMc
Hilarious isn't it! Couldn't agree more.
Seller_vNGUliyBfm8re
sometimes the 'under review' is just waiting for a human to look at the case because of the high value
often using the partial refund feature can work to protect you in an A to Z but because you've not refunded at all, it only takes an amazon agent to overlook the particulars of the case and issue the buyer a full refund.
If they reached out to the buyer for more evidence it will probably be for them to prove return delivery to you, hence why they paid for special delivery to give them solid return delivery metrics to get the money out of you/amazon.
they wont make the buyer jump any hoops for a refund but Amazon will make you jump through fire to get the refund overturned. hopefully doesn't come to that.
also write to buyer again and say their return goods; packaging and phone was kept in case the matter reaches police in the event this is proven to be something other than an innocent mistake on their part.
Seller_d8WfbEccuaGMc
Unfortunately i closed the return a day ago, for the reason of 'item not returned' if i remember correctly... Which in hindsight may have been a bit of a faux pas.
I'm still yet to hear back from Amazon which i am surprised by to be honest. Normally these things are over and done with pretty quickly from my experience.
Seller_d8WfbEccuaGMc
The claim status has changed back to 'Awaiting customer response' again. Not sure whats going on.
Seller_H2ew0tkkIgJSC
Hello, it might not always work, however I have had recent success by refunding the customer by applying a 99% restocking fee on the return- we get a lot of damaged motherboards returned. A lot of the time, they will open an A-Z, however if you log a Crime Reference with Action Fraud, thats usually enough. Get Chat GPT to put it into an email for you also. Get a POD for the original delivery also. Good luck, there are some real scumbags!
Seller_H2ew0tkkIgJSC
Hello, it might not always work, however I have had recent success by refunding the customer by applying a 99% restocking fee on the return- we get a lot of damaged motherboards returned. A lot of the time, they will open an A-Z, however if you log a Crime Reference with Action Fraud, thats usually enough. Get Chat GPT to put it into an email for you also. Get a POD for the original delivery also. Good luck, there are some real scumbags!
Seller_xU4h6ZbAduf0O
Action Fraud is a good starting point but they don't really do much unless there has already been reports about this address/name.
You could try reporting directly to the local Police station of the delivery address with all the information.
As it is a mobile phone.... do you have the imei number of the phone you sold?
You could try to get this imei blocked as a stolen phone, bricking it and limiting their options with it.
That imei can also be used to triangulate the phone for the police and could lead right back to the fraudsters house.
If this is then proven as fraud/theft by an Amazon customer using their platform as a facilitated theft, you could take Amazon to court for the return of your stolen funds as they have facilitated this fraud.
Seller_xU4h6ZbAduf0O
Action Fraud is a good starting point but they don't really do much unless there has already been reports about this address/name.
You could try reporting directly to the local Police station of the delivery address with all the information.
As it is a mobile phone.... do you have the imei number of the phone you sold?
You could try to get this imei blocked as a stolen phone, bricking it and limiting their options with it.
That imei can also be used to triangulate the phone for the police and could lead right back to the fraudsters house.
If this is then proven as fraud/theft by an Amazon customer using their platform as a facilitated theft, you could take Amazon to court for the return of your stolen funds as they have facilitated this fraud.
Seller_Owdxic6jQ3PDQ
I would issue partial refund ..take photos and upload them to the partial refund page
you did report him to Amazon which is great
the partial refund approach was advised to me by amazon customer service and one of the GM assistance ..it has not failed me once
if the customer opens A to Z claim you can defend yourself obviously however am yet to get an A to Z claim when i issue partial refund and contact the customer about it and make complaints
I must admit that sometimes Amazon do issue the full refund (before A to Z claim is opened ) but i normally win the safe-T claim
good luck and let us know how it goes
Seller_Owdxic6jQ3PDQ
I would issue partial refund ..take photos and upload them to the partial refund page
you did report him to Amazon which is great
the partial refund approach was advised to me by amazon customer service and one of the GM assistance ..it has not failed me once
if the customer opens A to Z claim you can defend yourself obviously however am yet to get an A to Z claim when i issue partial refund and contact the customer about it and make complaints
I must admit that sometimes Amazon do issue the full refund (before A to Z claim is opened ) but i normally win the safe-T claim
good luck and let us know how it goes
Seller_d8WfbEccuaGMc
Thank you all for your responses.
At present, there is nothing more i can do. I just went back to the A-Z claim to add that i had reported the scam to Action Fraud however i am unable to update it as the A-Z claim is on hold whilst awaiting the customers response.
Presumably the only way the customer would win this claim is if he'd taken photo's off the fake device and submits them. He hasn't as yet, so i'm sincerely hoping he wasn't that bright. However if this isn't his first rodeo, i'm sure he will have done.
You're absolutely right about the IMEI, i do keep track of all of those and i'm pretty certain once this case is handed to the police, they are able to blacklist it.
I also very much like the idea of taking Amazon to court on this if they do facilitate the fraud by refunding the customer.
Normally i cut my losses but i am not rolling over on this one, purely out of principal.
Seller_d8WfbEccuaGMc
Thank you all for your responses.
At present, there is nothing more i can do. I just went back to the A-Z claim to add that i had reported the scam to Action Fraud however i am unable to update it as the A-Z claim is on hold whilst awaiting the customers response.
Presumably the only way the customer would win this claim is if he'd taken photo's off the fake device and submits them. He hasn't as yet, so i'm sincerely hoping he wasn't that bright. However if this isn't his first rodeo, i'm sure he will have done.
You're absolutely right about the IMEI, i do keep track of all of those and i'm pretty certain once this case is handed to the police, they are able to blacklist it.
I also very much like the idea of taking Amazon to court on this if they do facilitate the fraud by refunding the customer.
Normally i cut my losses but i am not rolling over on this one, purely out of principal.
Seller_GPLxAbyNPI33I
Unfortunately us sellers just cannot win, Scamazon has it stitched up.
I am so fed up of scammers now that when I get an INR message I check for proof of delivery & in the majority of instances it has been delivered.
I refund them on first message because experience has taught me when they escalate to an A-Z they get the refund & I get the account defect, so it it's a lose. lose at least by refunding them prior A-Z it's one hit instead of two.
When I refund them I leave them in no doubt what I think about what they have done, yes it leads to a rant from them " I am going to blah blah" etc but I am so sick of having my pants pulled down & not in good way!
I hope you get it sorted.
Ed
Seller_GPLxAbyNPI33I
Unfortunately us sellers just cannot win, Scamazon has it stitched up.
I am so fed up of scammers now that when I get an INR message I check for proof of delivery & in the majority of instances it has been delivered.
I refund them on first message because experience has taught me when they escalate to an A-Z they get the refund & I get the account defect, so it it's a lose. lose at least by refunding them prior A-Z it's one hit instead of two.
When I refund them I leave them in no doubt what I think about what they have done, yes it leads to a rant from them " I am going to blah blah" etc but I am so sick of having my pants pulled down & not in good way!
I hope you get it sorted.
Ed
Seller_IQo80d99W2DzP
This is the way I would handle it, likely to get you bad feedback, but also likely to win an A-Z Claim.
Email the Buyer, saying maybe in error that they returned the wrong item to you, it was definitely not the item you supplied.
Quote the serial number of the item you supplied and then quote the one they returned.
Email them a jpg photo of an Invoice, that invoice must show your Company details, their name/address. The item make/model and importantly the serial number you supplied. (Amazon can see this as well if an A-Z Claim).
2nd photo to show the item and importantly the serial number on item returned.
Explain the 2 serial numbers do not match.
Inform, if they return the item supplied with serial number matching, as long as everything complete and as new, with all accessories, then you will refund in full.
A-Z Claims can see the photos and proof of invoice, Amazon will need that invoice, so ensure it is clear.
I would not refund any amount. But if accessories are ok, you could give a 1% refund, but explain that as well in the email to the Buyer.
I assume not a Prime order, as if Prime, action as above, but also tell the Buyer to raise with Amazon Customer services. Then if Amazon pay out, raise a Safe-T Claim.
Report the Buyer as well, LINK: Report Abuse: https://sellercentral-europe.amazon.com/abuse-submission/form/other
Good luck!
Seller_IQo80d99W2DzP
This is the way I would handle it, likely to get you bad feedback, but also likely to win an A-Z Claim.
Email the Buyer, saying maybe in error that they returned the wrong item to you, it was definitely not the item you supplied.
Quote the serial number of the item you supplied and then quote the one they returned.
Email them a jpg photo of an Invoice, that invoice must show your Company details, their name/address. The item make/model and importantly the serial number you supplied. (Amazon can see this as well if an A-Z Claim).
2nd photo to show the item and importantly the serial number on item returned.
Explain the 2 serial numbers do not match.
Inform, if they return the item supplied with serial number matching, as long as everything complete and as new, with all accessories, then you will refund in full.
A-Z Claims can see the photos and proof of invoice, Amazon will need that invoice, so ensure it is clear.
I would not refund any amount. But if accessories are ok, you could give a 1% refund, but explain that as well in the email to the Buyer.
I assume not a Prime order, as if Prime, action as above, but also tell the Buyer to raise with Amazon Customer services. Then if Amazon pay out, raise a Safe-T Claim.
Report the Buyer as well, LINK: Report Abuse: https://sellercentral-europe.amazon.com/abuse-submission/form/other
Good luck!
Seller_fDrmmQlN9NI2Z
@Winston_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Simon_Amazon @Sarah_Amzn @Ash_AMZ @Maja_Amazon Could you help this seller?
Seller_fDrmmQlN9NI2Z
@Winston_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Simon_Amazon @Sarah_Amzn @Ash_AMZ @Maja_Amazon Could you help this seller?
Seller_IQo80d99W2DzP
Let us know how it goes and APPEAL if Amazon refund the Buyer, make it very clear that the Buyer did NOT return the item you supplied and that the Serial number of the item you sold is on the invoice and also the one returned is in the photo as well.
Say Serial Number does not match item supplied to item returned.
Inform date and time you emailed the Buyer so they can see for themselves. Mention that they can see that email
Seller_IQo80d99W2DzP
Let us know how it goes and APPEAL if Amazon refund the Buyer, make it very clear that the Buyer did NOT return the item you supplied and that the Serial number of the item you sold is on the invoice and also the one returned is in the photo as well.
Say Serial Number does not match item supplied to item returned.
Inform date and time you emailed the Buyer so they can see for themselves. Mention that they can see that email
Seller_d8WfbEccuaGMc
Update:
So the A-Z Claim is still ongoing with no update but i received a response from Amazon regarding the listing suspension.
'Greetings from Amazon,
I am happy to inform you that we have reviewed the information you provided and reinstated your listing.
I appreciate your co-operation with us during this investigation and I am happy to have been able resolve this for you. Since there is no further action required, I am going ahead and closing this case.
I hope you continue to have a great selling experience on Amazon and wish you all the best.
Have a great day!
Thank you for selling with Amazon'
Encouraging to know they've seen sense for once in that case at least.
Hoping for the same result from the A-Z claim.
Seller_d8WfbEccuaGMc
Update:
So the A-Z Claim is still ongoing with no update but i received a response from Amazon regarding the listing suspension.
'Greetings from Amazon,
I am happy to inform you that we have reviewed the information you provided and reinstated your listing.
I appreciate your co-operation with us during this investigation and I am happy to have been able resolve this for you. Since there is no further action required, I am going ahead and closing this case.
I hope you continue to have a great selling experience on Amazon and wish you all the best.
Have a great day!
Thank you for selling with Amazon'
Encouraging to know they've seen sense for once in that case at least.
Hoping for the same result from the A-Z claim.
Seller_ZVAz3d5lZuGid
"I hope you continue to have a great selling experience on Amazon and wish you all the best."
Have to say that made me smile ! - Amazon can be anything but a great selling experience these days
Seller_ZVAz3d5lZuGid
"I hope you continue to have a great selling experience on Amazon and wish you all the best."
Have to say that made me smile ! - Amazon can be anything but a great selling experience these days
Seller_d8WfbEccuaGMc
Hilarious isn't it! Couldn't agree more.
Seller_d8WfbEccuaGMc
Hilarious isn't it! Couldn't agree more.
Seller_vNGUliyBfm8re
sometimes the 'under review' is just waiting for a human to look at the case because of the high value
often using the partial refund feature can work to protect you in an A to Z but because you've not refunded at all, it only takes an amazon agent to overlook the particulars of the case and issue the buyer a full refund.
If they reached out to the buyer for more evidence it will probably be for them to prove return delivery to you, hence why they paid for special delivery to give them solid return delivery metrics to get the money out of you/amazon.
they wont make the buyer jump any hoops for a refund but Amazon will make you jump through fire to get the refund overturned. hopefully doesn't come to that.
also write to buyer again and say their return goods; packaging and phone was kept in case the matter reaches police in the event this is proven to be something other than an innocent mistake on their part.
Seller_vNGUliyBfm8re
sometimes the 'under review' is just waiting for a human to look at the case because of the high value
often using the partial refund feature can work to protect you in an A to Z but because you've not refunded at all, it only takes an amazon agent to overlook the particulars of the case and issue the buyer a full refund.
If they reached out to the buyer for more evidence it will probably be for them to prove return delivery to you, hence why they paid for special delivery to give them solid return delivery metrics to get the money out of you/amazon.
they wont make the buyer jump any hoops for a refund but Amazon will make you jump through fire to get the refund overturned. hopefully doesn't come to that.
also write to buyer again and say their return goods; packaging and phone was kept in case the matter reaches police in the event this is proven to be something other than an innocent mistake on their part.
Seller_d8WfbEccuaGMc
Unfortunately i closed the return a day ago, for the reason of 'item not returned' if i remember correctly... Which in hindsight may have been a bit of a faux pas.
I'm still yet to hear back from Amazon which i am surprised by to be honest. Normally these things are over and done with pretty quickly from my experience.
Seller_d8WfbEccuaGMc
Unfortunately i closed the return a day ago, for the reason of 'item not returned' if i remember correctly... Which in hindsight may have been a bit of a faux pas.
I'm still yet to hear back from Amazon which i am surprised by to be honest. Normally these things are over and done with pretty quickly from my experience.
Seller_d8WfbEccuaGMc
The claim status has changed back to 'Awaiting customer response' again. Not sure whats going on.
Seller_d8WfbEccuaGMc
The claim status has changed back to 'Awaiting customer response' again. Not sure whats going on.
