Order ID: # 205-0055099-3093176

Had a to z granted in the favour of the buyer .

buyer swaps a vacuum worth £450 with a complete different model vacuum with all the serial numbers removed.

have been selling on amazon for 14yrs and so see these kind of buyers.

but i am failing to understand how can amazon side the buyer .

have appealed 3 days ago but no decision

OK so customer has gone through returns process and as it was an item of clothing Amazon issued a pre-paid returns label (Royal Mail Tracked 48)

Customer returned item on 2nd September, and tracking confirms this and so Amazon issued a refund.

However, I have not received item back - tracking says 'in transit'

What is the procedure now? Do I contact Royal Mail (but I did not buy the returns label, it was Amazon even though they charged me for it) or is it a Safe-T claim? Reading help it implies I have to contact Royal Mail - is that correct?

Order Number: 206-0489901-4368319

Merchandise amount: GBP 531.14

Date of claim: 28 August 2024

[Moderator Edit (Sarah_Amz): personal data removed]

Proof of delivery:

Delivery Date: 2024/8/22

Delivery date as specified by Amazon: 2024/8/22

From the logistics website, the order was delivered on the specified delivery date.

And now the buyer just filed an A-to-Z claim to get an easy refund, costing us £531.14. The buyer got the item for free.

I have contacted the buyer to ask him to return the parcel but he has not responded in any way.

This is a scammer and so is Amazon, not scrutinised at all. I submitted a complaint and the response from Amazon was ‘We reviewed all the information and decided that the evidence you provided was not sufficient to prove that the order was delivered.’ However in the previous response, ‘In this case, the tracking information showed delivery, but the buyer did not receive the package. Since you provided sufficient information to prove that the buyer actually received the order, we will not count this claim against your order defect rate.’

Obviously both Amazon and the buyer know that the parcel was indeed delivered, but with neither of them acknowledging it, what confidence do we have in continuing to sell on Amazon Mall?

Just wondering if anybody had any advice on how to proceed with this..

I have a customer claiming that an item wasn't delivered and is asking for a replacement to be sent after initially asking for a refund.

This isn't an issue to me and I would happily comply with their request in normal circumstances.

However I have asked the customer to confirm if the delivery photograph is showing their property or not so as I can proceed with a claim for loss (ive looked on google street view and can see quite clearly it is their property showing on the delivery image - albeit it had been left at the rear of their property as no-one was home).

I have asked on a number of occasions for confirmation of this, but they completely avoid answering my question which is obviously raising suspicion with me.

Now due to their complete silence regarding this, Im wondering what way to handle things..should I proceed with replacement, refund or just do nothing. Im quite happy to do either as I normally would, but hate the fact of being ripped off and something smells really fishy with this.

Thanks in advance

CUSTOMERS PURCHASING BOOKS AFTER ONE WEEKS THEY CAN REFUND WITHOUT ANY REASON.CAN ANY ONE TELL WHAT CAN WE DO IN THESE SITUATION.

Hello, I sold a item to someone in Spain. This client returned the package to a Amazon warehouse in Madrid. But I am not a FBA seller and I don't have a return address in Spain. Now I can't get the item back. I opened a case and started a chat with Amazon but they keep telling me I should ask the courier. They are called Celeritas. I can only find a contact form online. But they don't respond. How do I get my package back? And how is it possible the client returned it an Amazon warehouse?

Hello,

We've had a customer order a £400 item on a SFP Prime delivery that was successfully delivered a GPS tracked to her location, she made a A-Z claim that it wasn't delivered at 9pm on the 27th Sept and by 5am on the 28th Sept it had been rejected by Amazon with no input form us.

She has since kept chasing us for an update and a refund constantly each day since.

She keeps citing that on the day of the delivery she had to go out for an emergency and although the parcel was left (which was requested by cust) it was stolen on the same day.

I've never had an A-Z get rejected so quickly which is making me beleive that she maybe trying to get a fraudlent refund and amazon are on the case.

What should we do, just issue the refund as a gesture of goodwill or stand our ground. There's only so many messages and chases I can take!

Thanks!

Amazon Seller Support and Fraudulent Customer Return

I am writing to express our serious concern regarding the lack of effective support from Amazon in addressing a fraudulent-return case (MFN ORDER) that we have been dealing with for some time.

This is not the first time we have sought assistance; unfortunately, we have encountered similar cases in the past with little to no resolution from Amazon. Despite following various suggested procedures and receiving different advice from Amazon representatives, the issue remains unresolved. Each interaction seems to provide a different solution, yet none have effectively addressed the core issue.

Here is a summary of the situation:

Fraudulent-Return: A customer returned an old, used, and faulty unit, substituting it for the new unit we originally shipped to them. The returned item’s serial number, ABCDX, does not match the serial number CDEFG that was laser-printed on the device we sent.

Clear Communication: Before the return was initiated, we informed the customer through the return authorization that our products are identified by unique serial numbers, and we specifically noted that they should return unit FGHIJKX. Despite this, the customer falsely packaged the old, faulty unit in the new packaging.

Suspicious Behavior: The customer opened the return case on the same day they received their order. When we requested additional information, the customer did not respond. We provided a prepaid return label as part of the return process.

Customer Admission: After the parcel was delivered back to us, the customer eventually responded but continued to claim that the faulty unit was the one they had received. They later requested that we return the faulty unit so their friend could repair it. We declined this request, as the faulty unit serves as evidence of the fraudulent activity, and the customer already has the brand-new unit we originally sent.

Challenges with Amazon Seller Support: We have reached out to Amazon Seller Support multiple times through the case log, but the responses have been inconsistent and inadequate. We were advised to offer a partial refund, which is inappropriate given the circumstances. The most recent suggestion was to report the issue through the abuse submission form, which unfortunately resulted in an ASIN violation report rather than addressing the fraudulent return.

Our Position: We have refused the refund and closed the return case, clearly informing the customer that this is a case of fraud and deception. The faulty unit will remain in our possession as evidence and will not be returned to the customer.

Our Request: We urgently seek meaningful support from Amazon to address this fraudulent return. It is discouraging to see the lack of countermeasures from Amazon, particularly as small businesses like ours are especially vulnerable to such deceptive practices. Unfortunately, this issue is prevalent in both MFN and FBA returns, as FBA returns are not thoroughly inspected, leading to instant refunds. It appears that this MFN customer assumed the same process would apply to their return.

The FBA system presents a significant loophole for fraudulent returns, bypassing the entire audit process.

We urge Amazon to take this matter seriously and provide a solution that protects sellers from fraudulent returns.

Thank you for your attention to this matter.

I'm wondering if one of the amazon reps can help me, I've got a customer here who is determined to cause as much trouble as possible. They have accused me of selling a fake product (a lie) and then have gone on to say this in the feedback. I advised them they can return the item if they are not happy for any reason within 30 days to which they didn't care. I usually have many happy customers but this customer is one of those customers that every seller dreads unhappy no matter what. @Seller_DNQGSsdC7DccM@Seller_TSXM2A5nxWSuH can you advise as I know you helped me out before with bad feedback. I have tried removing it but the automated system doesn't see a violation because no personal information is used. I've already said they can return the product for a full refund so they are being completely unreasonable at this point. Probably going to get an A-Z next as this individual seems determined.

we have had the same customer open 4 a-z claims for 4 different products which have ALL been delivered we have proof of all deliveries, pictures , gps, signatures etc therefore when we have appealed amazon have granted we win the appeal and changed the ODR from effecting our metrics to thankfully doesn't effect our metrics but it still shows the customer has had 4 refunds? do amazon not reverse the money back to us as the seller once we win an appeal? Tried to contact seller support, open case logs etc but getting nowhere! checked transaction statements on them orders and still shows refund to customer this was over a month ago so surely would have updated by now ? is there any other way to check if we are actually getting these refunds back to our account or do amazon not reverse refunds from a-z claim?