What would you do - dishonest customer
Happy new year!
I have a customer who opened a return on 30/12/25 claiming that we had sent the wrong item - wrong size / colour & that the item was also broken before first use.
We scan as we pick & pack, as such I can see that the correct item was scanned & as such I was already suspicious, I then reviewed our CCTV, which shows the correct colour being packed.
The customer immediately opened an A-Z claim, claiming that the item arrived damaged, was wrong size & colour.
I defended the A-Z claim by stating that the customer had already opened a return request & can return the item for a full refund free of charge.
Then it gets really galling - the return arrives today, they have used the correct packaging to return an old (can tell by batch number) small & broken item.
They have simply replaced their old item with a new, next size up item - potentially for free & at my expense.
What would you do?
Many thanks
Ian
What would you do - dishonest customer
Happy new year!
I have a customer who opened a return on 30/12/25 claiming that we had sent the wrong item - wrong size / colour & that the item was also broken before first use.
We scan as we pick & pack, as such I can see that the correct item was scanned & as such I was already suspicious, I then reviewed our CCTV, which shows the correct colour being packed.
The customer immediately opened an A-Z claim, claiming that the item arrived damaged, was wrong size & colour.
I defended the A-Z claim by stating that the customer had already opened a return request & can return the item for a full refund free of charge.
Then it gets really galling - the return arrives today, they have used the correct packaging to return an old (can tell by batch number) small & broken item.
They have simply replaced their old item with a new, next size up item - potentially for free & at my expense.
What would you do?
Many thanks
Ian
27 replies
Seller_AUvJ2zA5ictmq
sometimes you have to take the hit and move on i have had fraud on high end scents, raise with seller central but if no joy move on
Seller_YAxcDLHl55uw4
I feel for you, it's beyond sickening when things like this happen. It's entirely understandable that you want to "do" something, but in reality there isn't a lot you can actually do. Amazon will side with the customer regardless of their wrongdoing in almost 100% of cases. The only lever at your disposal left to pull is raising a Safe-T claim based on the customer returning a different item to the one that you sent them. I wouldn't get your hopes up though, in my experience the Safe-T process pays lip service to supporting sellers, but just gets rejected by bots regardless. Best thing you can do is take a deep breath, take the hit, continue with your day, and focus on your next sale rather than on the one that got away.
Seller_TnBH4Q213xF7r
Raise an invoice with the order number, date when sold, address, etc.
Show on there: item, batch code number as well as size (you can add in a photo of the item, with ticket showing).
That invoice needs to show everything needed so Amazon can see that it does not match the returned item.
Then a separate photo of the returned item, with the batch code and size showing.
Show both a screenshot of the invoice and the photo of the return on a 1 page PDF.
Point out that the batch code from the one returned does not match the one supplied, so it is NOT the item you supplied.
It is best to convert the PDF to a jpg. Attach that to the A-Z Claim information.
Then you need to also email the Buyer with a copy of that PDF, tell them do not reply fir Amazon use.
Amazon will most likely refund the Buyer, but not count against you.
NEVER refund on an A-Z Claim, that is saying you know you are guilty
Seller_ZQyopdiwkUHOZ
Has the A-to-Z been awarded?
Was there a refund on first scan?
Either way, take pictures of what was sent back to you and of the label on the packaging it was sent in. Report them for abuse of returns policy through your account health page. The rest depends on the other questions.
Seller_IueLYzgVB31T0
Hi all,
I have now been contacted for more information.
Frustratingly they have only asked when I will refund & also detailed that I can reduce the refund if the customer has returned a used item.
I have, as suggested, created a pdf with full details - so images & data from pick / pack, images & data from the received return. I hope (but I'm not hopeful) that this will prove that the customer is being dishonest.
I have just submitted this info & will wait to hear back from Amazon.
Such a shame that good honest sellers face these crazy situations & abuse from "customers". It wouldn't happen on ANY other platform.
Seller_EXwt7GyQDq9DX
you need to wake up if you did not understand amazon yet.
This is the way amazon having more traffic.
Amazon is working in partnership with buyers so buyers having free products and amazon having all the fees from your pocket...
when we joined a legal company as representative , came to know ...100 of thousands sellers were destroyed by amazon ... sellers are at amazon to make amazon richer and free product to amazon partners
Xander_Amazon
That's incredibly frustrating, and I completely understand why you're upset. Having CCTV evidence showing you packed the correct item, only to receive back an old, broken, wrong-sized product...
Now that you've received the return and have evidence that it's materially different from what you shipped, you have a few options.
First, if you haven't already, document everything thoroughly. Keep your CCTV footage, your scan records showing the correct item was picked and packed, and photos of the returned item showing the different batch number, size, and condition. This evidence is crucial.
For the A-to-Z claim, if it gets granted in the customer's favor despite your defense, you can appeal the decision. When you appeal, you'll want to provide all your evidence showing that the item returned is materially different from what was shipped. You can access your A-to-Z claims through Performance > A-to-z Guarantee Claims in Seller Central.
Additionally, since you have clear evidence of buyer abuse (the customer returning a completely different, older item), you should report this pattern. If you're seeing this type of behavior, it's worth documenting and potentially escalating as buyer fraud. Keep records of the order ID, the evidence you have, and any communications.
Regarding the refund, if you applied a restocking fee or materially different product fee because the return was not as described, and the customer escalated to an A-to-Z claim to get their full funds back, your evidence of the different item will be important in any appeal.
Seller_SMbl48h3JfSLA
Hi Ian
Unfortunately seller protection is not what should be.
Happens quite often, I have had issues where the item is delivered with a proof of delivery picture but customer says they don't know to whom it was handed over and we end up loosing the item and the money.
Unfortunately we have to move on.
Seller_SooKfqYdUflLd
make a note of their name & address & don't sell to them again
