Customers claiming we sent wrong item

Folks,

I am a 1 man army and I am having customers claim they're receiving the wrong item via FBM. They send back a different product. How do we beat this? Have I made a mistake before? Sure. I would say 1 out of 1000 orders. But when the product is so specific, it's pretty much impossible to mess it up via FBM. This is happening more and more.

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7 replies

Manage Buyer Experience

Tags:Refunds

7 replies

Seller_7aZXRXdvexX4M

updated 2 years ago

In reply to: Seller_XKRPoyLwcepeE’s post

Have you double checked the listings to make sure they weren’t hijacked and turned into a different product?

Seller_aV1Bh32hE0KND

updated 2 years ago

In reply to: Seller_XKRPoyLwcepeE’s post

These are difficult to prove; if the customer claims they received the wrong item, it will be your word against theirs…what is the $$ amount?

Was this auto-refunded by Amazon?

This is what is written under Amazon policy ➛ Wrong item returned by buyers

Sometimes buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following:

Let them know that they may have accidentally returned the wrong item.
Ask them if they would like you to return the item to them.
Inform them that they can return the correct item for a refund.

If the buyer indicates that they would like the wrong item back, consider sending it back to them. If the buyer indicates that they received the wrong item initially, consider giving them the benefit of the doubt.

🡅

Seller_hO5cj7MyXKHuq

2 years ago

In reply to: Seller_XKRPoyLwcepeE’s post

there is a process to handle this. It is fully explained in Seller University. Seach for the information and you will have the info needed to right this scenario

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