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_64jziShTiTjOq
How are they supposed to do that if the fake stock just goes back in the bin with the genuine items?
Seller_zAPmX0ig28nqV
I wish this were the case but they even had the idea to put the fakes back into the genuine packaging and also peel off the labels from the genuine lights with the part number on and stick them to the fakes so it’s not a case of them just being mixed up, someone has put some clear thought into it.
Seller_DJCaLsroslyPV
So they went to the trouble of trying to fool Amazon, but still sent the item back in a manner that meant they were unsellable… Out of curiosity, what was it that made them unsellable?
As crazy as it seems, in a way you’ve been lucky that the item was unsellable, otherwise it might have gone back into stock, been sold on, then have the situation where the next customer is accusing you of selling fakes… That would have opened up a giant can of worms.
Seller_zAPmX0ig28nqV
I’m unsure on the fulfillment reports they didn’t give a reason other than ‘not compatible’ so my thought is they just swapped what they needed and sent it back thinking nothing would come of it and let Amazon worry about it. Yeah I agree with you there although being an Audi dealership I have the invoices to back up my inventory which is always a bonus.
Seller_DJCaLsroslyPV
I’m sure there used to be an option in FBA whereby you could stipulate that all customer returns are sent back to you regardless of condition. If it still exists it might be wise to implement it.
Having invoices is fine, and I’d say more of a given than a bonus 
but it’s the whole process of having to write an appeal and the length of time taken that’s the real kicker.
Seller_zAPmX0ig28nqV
That’s the option we have enabled so every week we have the unfulfillable inventory sent to us that’s the only way I found out the lights returned were fake.Yeah the appeals process is a grueling one but hopefully I’ll get somewhere with it.
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.
Seller_f5cnodyVjLD4S
Great news ! (but do check that the reimbursement does get actioned and credited to your account.) 
Seller_zAPmX0ig28nqV
Got the confirmation e-mail this morning, thankfully the process has been worth it! 
Seller_DROodOAYHftnc
Yes, but do check your actual account -there have been lots of reports on here over the last few weeks /months that sellers have been told they have been refunded but it has never actually been done.
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
