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Wrong item returned - seller fulfilled
I'm hoping I can get some advice here
A buyer purchased an item - a pair of jeans - dark grey.
A few days later, they requested a return - too small.
Amazon provided a pre paid returns label - which is showing as in the Royal Mail system - enroute
Today I receive a packet from the buyer (not using the label amazon provided) - with a pair of blue jeans - same brand but not an item I stock. Also, enclosed in the packet was an invoice for this item - showing it was bought from the USA
I have contacted the buyer saying I can not refund the order as the item they have returned is not the one purchased from me - rather an item they have purchased from a different vendor - I have also sent an email to the customer with photos of the product that I received and the invoice from the other vendor
To add insult to injury - they have used the label I have provided - to presumably return my item to a different vendor - and I have been charged for this
So my question is this... when the order gets inevitably refunded automatically by amazon how can I contest the refund? My experience with Safe-T claims has been abysmal
This is a £90 pair of jeans - and I don't want to be liable to refund an item that has not been returned to me
5 replies
Seller_ZJhFeE3tNKzfh
If a prepaid amazon return label was used - has refund at first scan already taken place?
- If it has then you can open a Safe-T claim. However I believe it doesn't allow you do so until the prepaid return label shows the item has been returned. And one of the requirements of this is to provide an image of the shipping label....which you don't have.
- If it hasn't then realistically you are supposed to refund. You can't refund nothing, but you could refund a £1 to stop amazon opening an A-Z because you didn't refund at all. The customer may then open an A-Z, which you could fight.
Seller_d8YGbIjNqwFxn
If the Amazon label is showing as enroute it suggests your item is on the way back to you. It is unlikely to go to another seller as it will have your address on it.
The buyer may have got confused and thought they brought both items from you so returned both to you in different packages.
I would wait for a couple of days and see if the other pair of Jeans turns up. Then you can refund for those. You will have to decide what to do with the other pair of Jeans then.
Spencer_Amazon
Hello @Seller_4AiP4mlfvzcri,
I am Spencer with Amazon.
Have you been able to solve your issue with the wrong return?
If not, you can send me the order ID and I can look into it.
Regards, Spencer
Sakura_Amazon_
Hello @Seller_4AiP4mlfvzcri ,
We're hosting an "Ask Amazon" event with the Safe_T team on September 10th.
You can find more details about the event here: Get answers about SAFE-T at a Managing Returns – SAFE-T Claims Ask Amazon Event on September 10, 2024!
We encourage you to participate and take this opportunity to ask questions regarding Safe-T processes and receive expert guidance.
Looking forward to your attendance.
Best regards,
Sakura
Seller_5KQWlddvvF8Do
Hi,
I have had the same issue. Buyer placed an order on 19th Aug, i dispatched Royal Mail tracked 48 large letter for a lipstick on the 20th Aug. Buyer sent a return request on the 21st Aug stating they have received a totally different item. The next day i received a return for a totally different lipstick i do not sell. How can this buyer state they received the wrong item when tracking shows it was delivered on the 24th Aug???
I filed a safe-t claim which was rejected. I uploaded a screenshot of the tracking but was once again denied. Funny thing is i take a picture of EVERY order i send which i provided as evidence. This buyer was not very clever as they returned the order in the packaging for the other lipstick from another seller with her address on it. But yet the safe-t claim got denied. Buyer is a fraud and seems like they have got away with it and Amazon are allowing this to happen.
Is there anything else i can do? Financial ombudsman?
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