Buyer says they ordered two and received only one
Hopefully I"m in the correct area because this is an FBM order. I just received a message from a buyer:
I ordered and was charged for a quantity of 2 Loreal Revitalift Night Serum with Pure Retinol. However, only 1 was received. Please refund the price of the 1 item I didn't receive.
I looked at the order and they did pay for two items that were just received an hour before my starting this discussion. I looked at the order and the weight of the package is 13 ounces... Exactly what it would be for two of these items. We manually have to change the weight when more than one item is ordered and had to have the item packaged and on the scale. In my opinion there is no way there was only one item in the package. What should I do?
Buyer says they ordered two and received only one
Hopefully I"m in the correct area because this is an FBM order. I just received a message from a buyer:
I ordered and was charged for a quantity of 2 Loreal Revitalift Night Serum with Pure Retinol. However, only 1 was received. Please refund the price of the 1 item I didn't receive.
I looked at the order and they did pay for two items that were just received an hour before my starting this discussion. I looked at the order and the weight of the package is 13 ounces... Exactly what it would be for two of these items. We manually have to change the weight when more than one item is ordered and had to have the item packaged and on the scale. In my opinion there is no way there was only one item in the package. What should I do?
0 Antworten
Seller_WAZNnMBpd99sI
Wait 23 hours and then inform Amazon's Customer that you thank for their order etc... that you would like to provide a quick and easy solution.
You have sent a request to the shipping dept to investigate.
Request that they send you pics of the item(s) received along with pics of any packaging, the shipping box/envelope and the shipping label.
And that those pics will be an immense help in providing that quick resolution.....
Results may help you flush out an Amazon Customer trying to scam you......
Seller_Sram36TnVt73c
Asking for pics is not recommended. If Amazon gets involved, they may refund because you were not accommodating.
Personally, I never do partial refunds, EVER. In the last few years, on my multi-pack items, I get a lot of "one doesn't work' complaints that never come to fruition when I tell them to return everything for a full refund.
Tell her to return the remaining bottle for a full refund of the order. You'll probably get some stupid response back like, "But I already opened the second bottle," in which case you can assure her that this is not a problem because Amazon lets you charge a restocking fee for used items.
Wait a bit for other opinions, though...somebody might have a better idea or be able to point out flaw(s) in my suggestion. You have time to decide what to do so take a deep breath.
Did you buy shipping through Amazon? Does tracking show an ACCEPTANCE scan (within the shipping window specified by Amazon) and a DELIVERED scan?
Seller_HWMMpfA7lubQn
What shipping carrier did you use? Typically, shipping carriers display the weight and dimensions on their detail page similar to the information you provided when purchasing the shipping label. It might take 1-2 weeks for the actual measurements to appear on the invoice.
Seller_3aoUuabrN9j8L
yeah, the usual scammer on amazon. i now take photos of my orders - the product next to the labelled envelope (that has the weight printed) and a printed copy of their order. when they say they only received 1 i tell them about the penalties for mail fraud and i suggest they lodge a complaint at their local police station and the usps fraud dept. the usps photographs and weighs items along it's route to the customer. it may seem like extra work but these scammers can cost you a lot of $ if amazon allows them to continue ordering.
Seller_nUPsNjgTUlpiS
wont help in this case but we always take pre ship photos, many times it has stopped a would be scammer in their tracks when they say they "only received" 1 item (out of 2, 3, 4 or whatever
Seller_y4gkgQ1MJEGVL
HI, I ship FBM and had this exact thing start happening last year. "I ordered 2, you shipped one. I need 2. I am going to return the one item and please give me a full refund."
So basically, they order 2 and get 1 free. They probably only wanted 1 in the first place. I have started only listing one of every item in order to prevent this scam. I think it happened to me 10 or 12 times last year.
Good Luck
Seller_Sram36TnVt73c
maybe:
As someone else mentioned, ask if there was damage to the package "because shipping weight shows 2 items shipped."
Mention you are contacting the US Postal Inspector to see if they can help locate the missing unit and to please retain all packaging in case the local post office wants to review it.
Ask them to give you two business days to work with the post office in locating the missing item.
OPTIONAL:
Let them know if you can't find it, you will give them info on filing an A-Z claim for NOT RECEIVED.
Then if need be, come back here for the template email to provide to the buyer to claim NOT RECEIVED via an A-Z claim. You should be covered since you bought shipping on Amazon. However, it may or may not fly...hard to tell.
Seller_xqQN9iSG2aGJn
We do a good amount of daily shipments. Although we rarely make mistakes, we sometimes do.
I once had a similar situation. I suspected the customer was trying to cheat me. I asked for a picture of the box and what they received. To my surprise, the customer was right. we made the mistake.
Seller_WtOwWhtSrFjva
It could be they are confused about what order they got.
Hopefully they are contacting you through Amazon.
Tell them that according to the weight, there were two in the box.
If they email you back just mark it as no response needed and report them.
99.9 percent of the time they will figure out that you are not a gullible seller and will drop it.
If they continue, I would ignore and report.
They will need to file an A to Z claim. At least here you will get to present your case to Amazon.
You will probably take a hit in the metrics but hopefully it will not hurt you and they will probably leave negative feedback.
You will have to decide if you want to give into their extortion or not.
