Buyer pulls a switcheroo, and changes reason for return when messaged about it.
Let me start by saying that I am a renewed seller and I have no record of sending out items in poor condition. Thats because I make sure we ship our items out like new.
This holiday season, I have already had one buyer file an A-to-Z claim claiming the item does not turn on. Before I even opened the return packae, I had a feeling it would be a scam return because they used Priority Mail Express tape (which can only be taken from the post office) and put on a UPS package for the return. I opened it up, and what do you know, a materially different destroyed product cosmetically and it no longer turns on.
I immediately messaged the buyer, and said we need to get the proper item back for them to be refunded, and that perhaps they returned the wrong item as a mistake, giving them the benefit of the doubt. This is highly unlikely because they unscrewed the panel off the like new item we sent, and placed it on the back of the beat up item they returned to cover their tracks. The buyer then followed up by saying this is why they returned the item, because it was in such bad cosmetic condition, even though their return states they were returning it simply because the item would not turn on (which was obviously a lie to begin with).
We submitted a restocking fee of 100% and again informed them that we want to work with them to get them a refund, but that it was not possible unless we get the correct item back. AtoZ claim was instant, and it seems they have had claims like this in the past against other sellers with the swiftness with which they operated.
What more can I do here? Does the individual looking over the A-Z claim able to see all this documentation in our messaging history, along with the pictures to support our claims when we filed the restocking fee and labeled the item as materially different?
Am I just out this $400 and it is that easy for this buyer? There is no way this is the first time they have done this with the behavior on this purchase. How is there any assurance that this buyer will be reported, because there is a 0% chance this claim is legitimate and 100% chance it is fraud?
They will continue to strike until Amazon does something about it.
Buyer pulls a switcheroo, and changes reason for return when messaged about it.
Let me start by saying that I am a renewed seller and I have no record of sending out items in poor condition. Thats because I make sure we ship our items out like new.
This holiday season, I have already had one buyer file an A-to-Z claim claiming the item does not turn on. Before I even opened the return packae, I had a feeling it would be a scam return because they used Priority Mail Express tape (which can only be taken from the post office) and put on a UPS package for the return. I opened it up, and what do you know, a materially different destroyed product cosmetically and it no longer turns on.
I immediately messaged the buyer, and said we need to get the proper item back for them to be refunded, and that perhaps they returned the wrong item as a mistake, giving them the benefit of the doubt. This is highly unlikely because they unscrewed the panel off the like new item we sent, and placed it on the back of the beat up item they returned to cover their tracks. The buyer then followed up by saying this is why they returned the item, because it was in such bad cosmetic condition, even though their return states they were returning it simply because the item would not turn on (which was obviously a lie to begin with).
We submitted a restocking fee of 100% and again informed them that we want to work with them to get them a refund, but that it was not possible unless we get the correct item back. AtoZ claim was instant, and it seems they have had claims like this in the past against other sellers with the swiftness with which they operated.
What more can I do here? Does the individual looking over the A-Z claim able to see all this documentation in our messaging history, along with the pictures to support our claims when we filed the restocking fee and labeled the item as materially different?
Am I just out this $400 and it is that easy for this buyer? There is no way this is the first time they have done this with the behavior on this purchase. How is there any assurance that this buyer will be reported, because there is a 0% chance this claim is legitimate and 100% chance it is fraud?
They will continue to strike until Amazon does something about it.
1 resposta
Seller_6lHjn5LZkTQiD
Follow up, so far, the A-Z claim was denied by Amazon to the buyer, so it seems their reputation as a buyer preceded them. Thank you Amazon for looking into this! I will see if the buyer appeals and hopefully this thread will not need to be continued.
