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Buyer is about to return an empty box to me - what should I do?
A buyer purchased a £130 item from me through FBM. I sent it with buy shipping, RMSD.
Right after reveiving it, they started a return saying 'box was empty???'
So this is looking like a fraudulent buyer and I'm now expecting an empty box to arrive in the post.
I have spoken to AMZ SS, I was told to open a SAFE-T claim now but it won't let me because 'Seller needs to be debited to be eligible to file SAFE-T claim.' - I'm not sure what this means. I'm also not even sure if SAFE-T claims are possible for FBM orders.
I'll film myself opening the empty box from the customer - perhaps that could help in the inevitable A to Z claim if I can find a way to include the video there somehow.
Other than that, does anyone have any advice?
19 replies
Seller_ZJhFeE3tNKzfh
You can't open a safe-t claim yet, because the customer hasn't been refunded.
You need to wait until you have the return back, in whatever state it is in before a Safe-T Claim can be opened. And you can open a Safe-T Claim in this instance, where Amazon have supplied a prepaid return label.
Seller_ZVAz3d5lZuGid
This is so obviously a scam.
If it was sent SD then you will have the weight of the item on the label when sent - send that to the customer as proof from your end. Ask the customer if the package was damaged when they received it, and if any evidence of it being tampered with - if so they should have reported that and taken photos (only the postie could have removed it ?!!). Use that as ammunition to challenge the customer, and say that you will need to ask RM to investigate as the item was in the box when sent and presumably the weight was correct as it was tracked through the system.
See how they respond to that !
Seller_xU4h6ZbAduf0O
If you sent it RM SD then there should be a delivery photograph.
This could well show if the box was damaged/empty on delivery, especially if it was delivered in a plastic "sorry we damaged your item" bag.
But in all honesty, SD are handled very securely & separately by RM and very rarely get damaged to the point of missing items, due to high compensation levels.
Seller_0BTOhR5xfjfUq
Doesn't the postage label or online postage show a parcel weight?
Seller_1U2xoyGE3Xvv8
You can definitely open a Safe-T claim, but do so only after the customer has received a refund, whether it’s done automatically or voluntarily by you.
However, be aware of a new scam that’s been circulating: some customers have been altering the return shipping labels, which prevents the return from reaching the intended destination. If you encounter this issue, you'll need to wait an additional 15 days before filing your claim.
If the return does make it back to you, whether it’s the correct goods or an empty box, make sure to document the unboxing. Taking photos as soon as you open the package is crucial; these photos will serve as vital evidence for your claim. If everything is in order, you can proceed to file the claim right away.
Hope this helps, and stay vigilant!
Seller_DrQ7Eou9V1dUs
Hi. The refund from amazon to the customer will be automated after it is scanned by the carrier so when it arrives back take a photo of the empty box and packaging stating in your safety-t claim that the item was different than what was sent to the customer and in the additional information box say the customer returned a box with nothing in it. Do not issue the refund yourself as this will exclude you from a safety-t claim and you will lose your money but you’ll be fine with a safe-t claim.
Seller_ZVAz3d5lZuGid
It would be good to hear the outcome of this.
So often folks come on here, are given sound advice, but then we never hear anything more.
Seller_IQo80d99W2DzP
You have had 1200 views, so I am sure many Forum members would like to know the outcome on this.
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I would add raise with RM in writing, and ask for a reply, with photo of delivery. That will show if the parcel was opened as it will be in a RM bag if something happened in transit. Ask RM as well for a weight logged, again will prove if no bag and a weight shown, that it will have been delivered ok.
It will also of course show if there is a bag around the parcel, so the Buyer was informing correctly, so then raise a RM claim asap.
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The First scan refund should have happened by now, if Amazon refunded, then raise a Safe-T Claim. However, we have found most do not First Scan Refund, so instead, refund 99% and then an A-Z Claim will follow, which needs to be defended.
I would raise a SS case, include all the screenshots from RM as proof received, weight of parcel, you opening the parcel, etc. Then quote that case in the defence. Include to the Buyer as well as FYI, and again quote that email in the A-Z Claim defence.
(If RM opened bag received, etc, then a claim from RM of course).
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What was the item, any serial number, or can block if a Smart Phone etc?
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