hi

i have a FBM order for software, customer claims item not suitable for them as its incompatible for them, and the item was to be returned sealed. Amazon issued prepaid label, billed to ME.

The return was delivered over the weekend and processed today, video filmed, found the software had been unsealed, contacted the software vendor who tell us the product was also used on the same date as the buyer received the delivery from us (12th oct)

So how do I solve this now, this order has no value, can we issue a refund with 100% deduction? Or how can I tell if Amazon will do a refund at first scan on this and then we can file a SAFE-T? I just don't know whether this will be auto refunded as it was a amazon label on this one. it was delivered 19th Oct back to us and other than the label cost I don't see a refund yet.

Will seller support know?

[I've got video evidence of unpackaging the return, the buyers contradictory messages and also got the software vendor phone recording claiming the software was already both redeemed & activated]

I generally send lower value items standard delivery, however I am recently noticing an increase in non receipt claims and A-Z claims without fair contact to resolve. All of which is costing money, time, and account ratings.

Am I silly to send low value items from £6 signed delivery? and what is the ideal threshold when you're just a small business.

TIA

Have you all seen an alarming increase in customers claiming non delivery recently? I've had ten in one week, all vague short sentences from buyers like 'Appears to have not arrived please refund' yet when all tracking checked they have all been delivered to the exact GPS locations. No buyer has followed through after i've replied, so just wondering what could have caused this? Are Amazon emailing them saying the products have not arrived?! All labels purchased through Amazon.