Buyer claimed wrong item received but it hasn't been shipped yet
Today a buyer placed an order, and I promptly printed the shipping label. However, before I could ship the item via UPS, the buyer filed a return request, claiming that they received the wrong item. Amazon has approved the return automatically. What should I do now? If I decide not to ship the item, will it count as an invalid tracking or affect my ODR? Or if I ship the item and the buyer returns it, will it negatively impact my "voice of customer" metrics? Thank you for your advice.
Buyer claimed wrong item received but it hasn't been shipped yet
Today a buyer placed an order, and I promptly printed the shipping label. However, before I could ship the item via UPS, the buyer filed a return request, claiming that they received the wrong item. Amazon has approved the return automatically. What should I do now? If I decide not to ship the item, will it count as an invalid tracking or affect my ODR? Or if I ship the item and the buyer returns it, will it negatively impact my "voice of customer" metrics? Thank you for your advice.
12 Antworten
Seller_4zBzdtgCyS9EI
Issue a full refund, close the return . Get a refund on the shipping label.
You may end up with a ding for one thing or another, but at least you saved postage and got your item. Good chance the buyer accidentally opened a return on the wrong order. You can also try and contact the buyer to see if that was the case and they would like to cancel the return request, but you can't wait for an answer past your ship by date
Seller_4HsL3GZbyDLea
That's an easy one. Since you already shipped the ite (technically) by printing the label, just get a refund on the label. Then file a refund an choose the refund "customer returned." There should be no ding.
Seller_euWk0xWbAjDs7
ask them if the email wa# intended for a different order.
Seller_ToPPYvOWlyp9j
Don't know what you sell but in /books/media category, this is an old dodge, carried out by bookjackers.
If their timing were better, merchandise would have been on the way-then shipped back w/ the AMZ return label for which you'd be billed, an inferior copy would be inside. Switched by the buyer-often an aggregator . Making the claim the item was "NOT AS DESCRIBED"
Had a 2nd-generation bookjacker attempt this w/ us twice on the same title-time time requiring a refund when tracking was barely input. Apparently assuming sellers input tracking after or at the time shipping. not prior.
Seller_z1JDNz6de1lqc
claimed wrong item received many times this is customer trying to get free returns with their thinking wrong item received because they ordered wrong item. like oh crap I ordered wrong item so of course it must be a wrong item received because I meant to order A but I ordered B. Amazons generic responses are not clear and depends how you interpret them they could mean anything.
Seller_LozVbcNSprfMf
Amazon should have made a notice and send a warning email to the buyer. Repeated Cheater (In my opinion, three times warning). Then, the fourth lie will cause the buyer to be banned forever from Amazon.
Jameson_Amazon
Hi @Seller_Don6m8XiYucKY,
Thanks for the thread. I see you have received some great advice here from other sellers - so happy to see this!
If you still have questions or are looking for additional assistance on this, I'd recommend opening a case with Seller Support so they can take a further look into your account. If you do, please send me your case ID so I can follow along with the correspondence and help if needed.
Please let me know if you have any additional questions!
Jameson
