Customer buying new and returning old used items
Had a return today for an item shipped last week “Missed estimated delivery date” (it wasn’t)
It’s a vacuum flask, a £50 item, although the tags were present it didn’t look mint with closer inspection found food staining, the interior is quite discoloured which can only happen with extended use.
The same customer had also returned a similar flask ordered and returned one week before "No longer needed", so we got this item out again tags present and outside looked fine but similarly stained inside from extended use. Unfortunate this was missed and the item has been refunded already.
So I’m sure there is a pattern here and not somehow a used item had made it into stock. Interesting neither were auto refunded, and the second one has not been processed. I can’t safe-t claim as it is only valid for Amazon refunded items.
So what should I do? Send the customer email with our findings and wait for a-z to defend? Is there any way to escalate the first refund?
Customer buying new and returning old used items
Had a return today for an item shipped last week “Missed estimated delivery date” (it wasn’t)
It’s a vacuum flask, a £50 item, although the tags were present it didn’t look mint with closer inspection found food staining, the interior is quite discoloured which can only happen with extended use.
The same customer had also returned a similar flask ordered and returned one week before "No longer needed", so we got this item out again tags present and outside looked fine but similarly stained inside from extended use. Unfortunate this was missed and the item has been refunded already.
So I’m sure there is a pattern here and not somehow a used item had made it into stock. Interesting neither were auto refunded, and the second one has not been processed. I can’t safe-t claim as it is only valid for Amazon refunded items.
So what should I do? Send the customer email with our findings and wait for a-z to defend? Is there any way to escalate the first refund?
19 Antworten
Seller_SITNVuZK87zGK
Has a refund at first scan taken place? Sorry just read that it didn’t. In that case you are supposed to provide a refund but can deduct based on the returned goods value. This deduction can be 99%.
Seller_SnNztJIII3ZP5
Stand your ground. If all of us sellers actually tried as often as possible to stand our ground more of these baseless attempts on refunds will start to evaporate.
I have about one to two messages a week from customers who have an email from amazon saying that the item has not arrived and the Customer should request a refund from the seller (No loss to Amazon). When I send them the actual tracking showing the POD photo of them at the door strangely I never ever hear from them again.
Alfie
Seller_xUKHc5xSYJmI4
Did you have the option fo file a Safe-T claim. If so you can upload a photograph showing the customer has used the product and the return is not in accordance with returns policy.
Seller_g9A9pMrqcDqa1
I am finding that a number of returns are not being refunded on first scan which puts the ball in our court as to how much to refund. If a false return reason has been used I would deduct the return postage cost. As to the item cost I would base the deduction on what I could sell the used item for on eBay as I don’t sell used items on Amazon as too many buyers don’t realise they’re buying Used rather than New. I also email the buyer to explain why I’m not refunding the full amount and most never bother replying or complaining.
I’ve never had a buyer try this scam twice but you are likely to continue to be targeted unless you do something about it. You can report the buyer here Amazon but cannot do anything about a refund you have already made.
Seller_3u63TG7fpfnG6
happens to me all the time, sometimes broken stuff is sent amazon let the buyers get away with anything
Seller_LKjg1QRrO36Yq
I’ve just had a dodgy return request (FBM).
The buyer claims ‘wrong item sent’ but it was actually the correct item. In their reason they state they bought it in error, thinking it was a different book by the same author, even though the details are clearly displayed on the listing.
It was a cheap slim book and the return label is double what it would actually cost to post.
I’m not sure if it’s a good idea to contact the buyer.
There isn’t an option to refuse the return as they have chosen a reason that falsely puts the onus on me…
Seller_g9A9pMrqcDqa1
I did that once or twice at the beginning but I no longer bother as the Safe-T claims process is so straightforward. Don’t open a claim until the item is back as one of the photos they require is of the return packaging.
Seller_mBYmuZuemARzE
To update we made a partial refund to the customer explaining why, the customer filed an a2z within minutes. The a2z was granted but Amazon covered the cost and it is not counted against us.
