Customer has returned an item but sent back fake version
First time posting on here but not sure who I would contact about this so looking for advice really,
So I have a seller account for the Audi dealership I work for and we have been selling genuine Audi door lights, sometimes people return the items and they go back into stock however on this occasion a customer has returned these ‘door lights’ now I’ve received the items today as they are deemed unsellable. But on opening the lights have straight away spotted the customer has returned some sort of budget knock off and got a refund and the genuine items for free basically.
What can I do about this?
Thanks
Danny
Seller_zAPmX0ig28nqV
Just received an email notification from Amazon after I provided the evidence they asked for stating they will be sending a reimbursement to my account, thanks to everyone who gave some of there time up to help, really appreciated.
40 replies
Seller_7VbclcPFFRTnc
Make sure you take a photo of the returned items and send it to the buyer asking them if they care to send you a prepaid returns label to return them the items that they obviously mistakenly sent back as they are not the items you sold to them
Tell them that on return of the original items you will of course issue a refund
Seller_NoLYurmb006tq
Hi,
If your using FBA comingled this could be the issue and it’s the chance you take and its unlikely amazon will do anything.
If your using FNSKU on all items then you know its the customer taking the pee, then I would simply email the seller politely saying you think they have sent in the wrong parcel as the ones recived are not a match to what was sent out and if they want a refund they would need to return the original ones and offer to return the fakes back at cost…
Seller_DROodOAYHftnc
Sounds like you refunded before getting the items returned and inspected ? - not a wise move.
Seller_y7wlA8Npjq1Or
If you know who the customer is write to them. If no response send a letter before action that usually perks them up.
Seller_xUKHc5xSYJmI4
Since this order was an FBA you would have to appeal the refund with photographs serial numbers etc or report it.
I had the same thing couple of weeks back. I ordered a bluetooth speaker and found the power cable did not charge the speaker. The product was advertised as new discovered the purchase I made was a customer return. Unfortunately upon return nobody checked the content before putting the item up for resale again. So this used product was resold without the correct power cable to me. I had to return the order and request a full refund.
As sellers this is why we have check every order that is returned to ensure the correct item is returned with all its accessories and also in working order before placing the item back into stock.
Seller_zAPmX0ig28nqV
Thanks for the responses,
I’ve opened up a case with Amazon to see if they can resolve it but I’m not holding my breath, normally I’d let it slide if it was something minor but when it’s nearly £100 then it’s not something you can just ignore. Hopefully I get somewhere with it.
Thanks
Danny
Seller_dgHDzRrssHOeQ
I was once returned a chimp toy on a pillow to throw me off the fact they might have swapped the items around, kept mine newer one and returned their old matted one back to me for a full refund, the cheeky beggars.
Seller_Iti0OkAyMPN7I
Use the Violation process submitting photos of fake and genuine and appeal the AtoZ filing a SAFE-T Claim referencing the volation
Seller_24Bec1n3QCVmi
Unfortunately you give Amazon far too much credit.
I’m almost 100% positive that Amazon do not even bother to check returns past ‘is it cosmetically ok?’. We have had countless FBA returned where the customer hasn’t even sent the item back in its packaging, let alone in any sellable condition.
Amazon warehouse employees also don’t have the knowledge needed to be able to tell a fake from a genuine item I imagine, especially with something as specialist as car parts.
Seller_amUAzjvL5uIzu
As you are an Audi dealership I would have thought a letter to the buyer asking for your genuine parts back & full details of where they obtained the counterfeit parts from or you will have to take the matter further would be appropriate.
