Buyer Returned the Wrong Item – Need Advice on How to Proceed
Hi everyone, I’m an FBM seller, and I’ve run into an issue with a return. A buyer initiated a return for an item, but instead of returning the correct product, they shipped back something completely different.The return was processed through Amazon, and I’m unsure how to proceed.
Buyer Returned the Wrong Item – Need Advice on How to Proceed
Hi everyone, I’m an FBM seller, and I’ve run into an issue with a return. A buyer initiated a return for an item, but instead of returning the correct product, they shipped back something completely different.The return was processed through Amazon, and I’m unsure how to proceed.
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Seller_CW0P5hgbsiqWX
File a Safe-T claim for a full reimbursement. In the claim you need to provide evidence of what was sent and what was returned.
Amazon is tracking these scammers. A lot of sellers do not file the Safe-T claim which in turn supports the scammed.
Seller_Jt17S7kA1DiGY
Happens to me all the time. SAFE-T is usually good, but I usually just submit a support ticket with pictures and haven't had problems.
They'll want photos of the wrong item, correct item, a brief description that it is "materially different". I often include a photo of the return label (the sticker with the LPN number), and packing slip for the Amazon removal order. Haven't had any problems since.
Seller_ryLZAk4ATfXVK
I don't believe you can submit a SAFE-T claim if you issue a refund. Instead, if it appears to be intentional (return fraud), during the seller return process levy a 100% restocking fee so the return is closed, but they get no money back. You'll need to upload pictures to support why you did this (showing they returned a materially different item). We just dealt with this same thing last week and it was definitely done with the intent to defraud.
Seller_dNRiCT7uhHzDh
File a SAFE-T Claim but it will be a pot luck on whether you get a full refund. We had the same situation and provided all the documentation and the claims dept. only refund us 85%. They wouldn't even refund the shipping or return shipping charges. We had filed a claim when a return package was not delivered to us and got denied. We do not have a lot of faith in Amazon when it comes to following their own policies.
Seller_LozVbcNSprfMf
As suggested by basin_bend. Please charge 100% restocking fees for returning materially different item. Upload the pictures of the wrong item when refund with 100% restocking Fees.
After you have done this, it may be a good idea to send a message to the buyer that the buyer returned the wrong item and attached all pictures of the returned item. Then, in a separate message, send pictures of the item originally you sent to the buyer.
Keep all pictures, the returned item and the pictures of the item that you originally sent to the buyer. Keep them in one file with Order ID from Amazon. These pictures will be useful when the buyer file A-Z Claim.
Seller_keSnEDesLFVwv
What was the result?
