Customer lied several times, gets rewarded with free product and a warning to my account.
Hello , order 112-1444376-3456219 the customer stated they did not get the product. When I advised them they needed to submit an A to Z they stated they got the wrong item instead of not getting the item. When I advised them they had to return the item and if it was incorrect they would not get a refund they tried to report me, which did hurt my account unfairly. Then Amazon granted them a stealth refund which I only discovered by being suspicious of the transaction and revisiting it. I need my money back and my account health restored. This type of conduct emboldens thieves.
13 replies
Seller_4zBzdtgCyS9EI
You don't write that to a customer, ever. That's basically accusing them of being a fraud, before they defrauded you. You also can't deny them a refund if they return an item, even if you sent the correct item. This is why they were refunded. Learn policy.
Seller_E8erAuMqOEtqB
Return the favor. Maybe the next item you order from Amazon doesn't show up or is the wrong item. Stuff happens after all.
Seller_uFy9zu0MEEOwV
This is not the way.
Although you did go in this direction to start off the interaction, for those whom dont know - If the customer claims no item received, tell them to file the a-z.
As long as you use Amazon buy shipping and ship on time (carrier first scan in time), Amazon should cover the refund.
If the customer goes on to claim wrong item received, tell the customer to return whatever they received, and when it gets back to you either issue a 100% restocking fee for wrong item returned (materially different) or if that fails open a safe-t claim.
Provide all of the images (label, box, item, packing slip, etc..._) that amazon requires and write in that the customer returned something entirely different then you sent (include what your original item looks like next to what you received) and you will be fully refunded (or in case of restocking fee, no refund is issued to customer) without having to deal with customer drama.
You dont need to tell the customer no refund will be issued for sending back a different item. You can just issue a 100% restocking fee / Safe-t claim instead!
Sometimes you may lose, but we have over 98% win rate on restocking fees and claims by following a standard for how we submit claims. search on the forum for more on that!
Seller_DmpA5Opgyzwu2
Do you not use SAFE-T Claims?
We have return fraud for $80-$100 items that are big and customers return back a puzzle piece or postcard. Always take 4 photos and submit SAFE-T Claim at 100%. Then report abuse for that customer so Amazon can ban them after they continue.
No need to notify customer other than showing them they send wrong item and request the correct one
Seller_efjiuP0g26Cbr
Was this an FBA order or FBM?
I have on at least 2 occasions received totally the wrong item from Amazon and would expect a return even though it was not the item I ordered.
Seller_SJRMV3s4mNrFA
Amazon needs to be fixed... They need to learn who makes 62% of their income. If only all 3P's were to get together and put all their stores on vacation for one week, Amazon would feel it, feel it bad.
But getting everyone to work together would be like herding cats. Maybe if everyone, AND THEY SHOULD, start also selling elsewhere along with Amazon.
