How to defend an A to Z case from buyer who returned the wrong goods? Computer tablet swapped for a clothing garment!
Dear fellow sellers
I hope I’m posting in the right area. I’ve got a tricky situations on my hands. buyer purchased a used computer tablet from us which we fully tested and checked before posting. Within a few days of delivery the buyer has claimed the item was defective, we asked for more details, buyer did not provide any. We offered to exchange/replace the buyers item, the buyer declined and abruptly demanded a refund and returns label. provided a label and co-operated.
The buyers return has arrived today and inside the package is a clothing garment (we do not sell any clothing) and there is no sign of the tablet or any of the original accessories/packaging. The OUTER box was our original packaging resealed and relabelled by the buyer, it was a bit worn but couldn’t see any sign of tampering.
As a rule of thumb we film ALL returns over a certain value now for our protection. the box felt extremely light, so this was filmed, unpacked and found a asos brand garment inside which has nothing to do with our business and luckily I’ve got this all down on video and photos from the moment the return parcel was unpacked.
I’ve emailed the buyer and informed them and they’ve denied it point blank, said it was a tablet they posted and straight away blamed the courier Hermes. I’ve even called the drop off point and they said they keep the parcels in a secure place and there is no chance it could have been tampered.
Speaking to Hermes they tell us the parcel weighs 0.6KG but the tablet package we sent the buyer weighed in at 2.3KG!! Big difference.
I’ve transparently shared all of this with the buyer and added lots of attachments, even a copy of the uploaded video of unpacking of the order return.
Despite this the buyer has in matter of moments of first informing them of this issue opened an A to Z case with Amazon adament they sent the tablet back and demanding a full refund.
I was not asked by Amazon to input into the A to Z case, it went straight to “under review”. I have wrote out about a 2 page document with all the information I shared to the buyer and wrote out everything step by step and made it clear/concise for Amazon and added it to the case notes anyway.
The case still shows ‘under review’ my exteme anxiety and worry is Amazon will just hand the full order amount back to the buyer and I’ve been stitched up and will be told by Amazon to claim off the courier (which I cannot) as they see no evidence of foul play, delay and the weight of the parcel already shows on their record is less than the item I claimed they would be carrying in the parcel booking if that makes sense.
The buyer has not provided proof to me so far that they posted the tablet, just their word against mine, just my side I’ve got videos/photos and the couriers email with the weight but not sure if this is enough for Amazon to see whats right or wrong.
If this was going back to Amazon and was a return for something they sold I’m sure they would deny a refund, but do they do the same when its not their money and its a marketplace seller.
this order was seller fulfilled by the way.
63 replies
Seller_7VbclcPFFRTnc
It seems you’ve done all you can and hopefully amazon will not penalise you
You may find they close it with ‘amazon funded’ (maybe the buyer knows this !)
Keep us updated
Seller_KjHQOlTKYaPEw
I’m sorry to read all about what sadly appears now to be happening quite frequently on Amazon.
I’ll be interested to hear how you are treated by Amazon
Good Luck
Seller_nRhZxElkqUPAM
I think they must be shocked that you filmed everything.
Seller_xUKHc5xSYJmI4
Sounds like you have done the right things. I would recommend uploading the photographs to the message you send to the buyer. Something along the lines of
Dear Customer
Unfortunately we were unable to refund this order because the order has not been returned in accordance with our returns policy. Please find attached photographs of the how we received this order. The item returned does not match the description dispatched.
etc etc
I recently seen an article online where some were returning mobile phones containing sand which matched the weight dispatched.
Seller_HB2MC8FR8Gmz5
Hi I follow a similar process to yourself, I have learned to also record all the serial numbers which I suggest you may also want to add into your process. I would also suggest that you report the buyer abuse. There is a department that deals with this kind of thing and they have the ability to ban such buyers.
Seller_egBsHYMOgRNnh
Judging by the way we have been treated by Amazon A to Z recently, I suspect they will probably ignore your evidence, state no proof was offered, and uphold the refund. I would take this to the police. You have enough evidence to suggest this is a criminal action, supported by the difference in parcel weights. My only concern is that Hermes are about as trustworthy as yur customer might be, and I very much doubt that you’d get any resolution from them in any case. Sad story, but I fear it is one that is played out every day and A to Z hide behind their refusal to offer any recourse once their decision is made. Shocking, sad, and unfortunately the way we have to play if we want to run our business here.
Seller_bhSWqoVh7Pn98
Hope you win, but most likely they will refund the Buyer, then Appeal and Amz often fund you instead.
2 pages is far too long though for Amz to read, Bullet points, very brief and to the point, and you may find they read that (if my 6-year old cannot understand it, then nor will Amz is the way I work).
To also be aware, BEFORE an A-Z Claim, you can now refund the Buyer and have a % deduction up to 100% deducted, so a nil refund. Go into returns section, locate the RMA, and tick the box why a deduction and you can upload 2 photos for Amz to see, (or use a double photos as 1 photo upload and a typed description below it). Tick box for missing/damaged accessories, packaging, item, and refund accordingly. You can also deduct the return postage (if amount pre-arranged), not sure they will charge though if 100% also deducted. (ideal for others returned though for you perhaps).
Also, who arranged the Hermes return, was it auto-authorised Amz, or the Buyer, as if the latter, the Buyer would need to take up with Hermes if lost/claim etc.
You are also better off to use Buy Shipping sending items, and show as under 2Kg when sending (if DPD or RM shipping), that way auto-returns use RM labels, and they weigh everythingin the PO and provide a receipt to the Buyer as well. The cover is also then £100 and could be able to be claimed, unlike Hermes which seems impossible
Seller_RcApN52L8C1ZV
It is shocking but for me I would say you are looking at this the wrong way. You have done everything in your power and it’s frankly tragic you have to film returns etc… but everything you have done is correct. If this is anything other than Amazon funded then I would out of principle launch a court action against the buyer. More and more these people are beginning to understand how Amazon work and they know they are able to do these things. Let’s get it right. This buyer is a con man and a thief. They know exactly what they have done. Don’t be a victim. We all work so hard to keep ourselves on the right side of Amazon and it doesn’t help when people know (maybe by being a seller) how easy it is to con hard-working people. So frustrating to hear. Hope you sort it.
Seller_oGFKRixtdkjxL
You could not have done more - if you are defrauded, then you are defrauded, it is impossible to eradicate 100% of fraudulent customer actions. The actions you have taken are over and above most seller security measures.
If an A-Z goes against you (which is possible) then write to the MDs office, you could also inform the buyer of legal action, but be aware this may have implications for your seller account if they in turn complain to Amazon.
You can also log the serial numbers as those of stolen items - there’s an online DB for this.
Regrettably I suspect in this instance the buyer has gained a free tablet and you have a business loss.
