Pretty much straight-up and admitted fraud by customer, but Seller Support say I've got zero option for restitution
Back at the start of November a customer placed an order. We dutifully shipped it, but after a few days the customer contacted us because he'd checked the tracking and it said there was some kind of problem with the address. I suggested he use the Royal Mail website to schedule another delivery, but then he sent a photo of a Royal Mail letter saying they had lost his order.
When I checked tracking again, it showed further failed delivery attempts (again saying something about the address being inaccessible). This went on for a bit until the delivery window had expired, and so, not wanting an A-z claim, and since I could see it hadn't been delivered, I said, okay, we'll give a refund, but you'll have to contact Customer Service to reverse it if the package turns up. The customer agreed, so I refunded them.
Just a few hours later, the customer wrote "Hi there the parcel I ordered as just turned up". Annoyingly it was just outside of the refund cancellation window, so I suggested they could place a new order at a lower price to redress the refund and so they could get a little bit of compensation.
The customer did not reply.
I wrote several times more to ask if they received the message. No reply.
In my latest message I stated that they should either contact customer service to reverse the refund, or return the item. In "reponse", I get the "The buyer has expressed that their issue remains unresolved based on your last response" banner! Absolute cheek!
So, if an Amazon mod is listening, why are customers allowed to effectively defraud me by refusing to cooperate with redressing a refund? I've got tracking that confirms delivery AND I've got the customer admitting the delivery took place, but according to Seller Support, all I can do is ask the customer to play nice, and if they don't, they get to keep the item and the money they owe me!
It's just lucky most customers are honest, but when you get someone like this who takes advantage when you try to do the right thing, it's really depressing.
Case number 10604472772 if any mod cares to take a look.
1 reply
Seller_mS10UjVYuuGor
Moral of the story - only refund once the item is returned, either by the courier if they can't deliver or by the customer after delivery otherwise you risk ending up in the situation that you are in.
