I sold an Xbox Series S a couple of weeks ago. The buyer claimed the controller was missing its battery cover and the Xbox was broken. When I opened the returned item, the Xbox had a different Serial Number than the one I mailed. It came back in the same box though. I notified the buyer that the serial number was wrong and that I would have to charge a restocking fee if they didn't return the correct Xbox. They responded that they didn't know what I was talking about. Then the buyer filed an A-Z claim. I issued the refund charging a 100% restocking fee. Today I checked, and even though I submitted the Refund with a 100% restocking fee. It looks like the Refund is back open to where I can issue a refund. So I am guessing the A-Z Claim reversed my Refund submission.
With the A-Z Claim, I have explained the issue and provided photos of the Xbox that I shipped with its serial number. I also provided photos of the Xbox they returned with the different Serial Number. I even have photos of the Xbox Box that has the serial number on the outside that matches the Xbox that I sent. It is the original box that the Xbox came in.
For the last 4 days now, I get an email from Amazon saying that they need more information. If I don't respond in time they will issue a full refund to the buyer. I keep repeating the situation and uploading the photos, but then the next day I get the same email from Amazon saying they want more information. I don't know what more information I can provide at this point and need help. I am worried that Amazon will refund the money and I will be stuck with a broken Xbox.
The only other explanation would be if the delivery person opened the Xbox and swapped it out before delivery. But I have no way of knowing that. Is there anything else I can do? Amazon says the case will be refunded by December 25th if I don't provide a response.
Order ID: 113-8142046-2290633
