Buyer trying to defraud
The buyer requested to return the item they claim is faulty.
We messaged them to ask for the serial number so that we could verify it was actually bought from us before authorising the return.
They did not respond to the message and began an A-Z Claim after which the return was authorised.
On receipt of the returned item we noticed that the serial number was different to that of which we originally shipped to the buyer. The item was not sent back in its original box either.
We keep photographic evidence of all items before shipping. This also clearly displays the serial number.
Its obvious the buyer is trying to claim a refund for an item that was not purchased from us.
We have since responded to Amazons messages regarding the A-Z Claim.
Is there anything else we can do?
Thanks in advance.
23 replies
Seller_esvgLzKXw2YAl
Firstly, you shouldn’t be asking the customer to prove that an item is what they were sent.
You should have just authorised the return and THEN argued the fact!
Because of the above, you have lost the A-Z claim and frankly, you don’t have a leg to stand on.
I would strongly suggest that you read the policies surrounding returns.
Seller_xUKHc5xSYJmI4
If you suspect the buyer is trying to defraud you then you have the right to report the matter to the Police even if an A-Z claim raised. You are the second seller recently who has posted the serial number on the item returned is different from the one sent. We keep hearing from sellers that Amazon do need to more to protect its sellers against these types of activities.
Seller_DJCaLsroslyPV
That proves nothing whatsoever as far as Amazon are concerned, as anything could have been done to the order after the photo has been taken… Who’s to say you didn’t open the parcel/package back up and swap the item for another. Yes, I know you didn’t do that but if Amazon asked you that what would you say?
Seller_xUKHc5xSYJmI4
For crime prevention purposes sellers can always put a sticker of the serial number in large letters on the outer packaging and see if that matches on the one returned.
Seller_QHfFXzsIRUkmA
So some good news today. We appealed the A-Z claim and Amazon granted it in our favour. Our funds are back with us. Thankyou all that gave input and help.
