The “new” SafeT that you remember died 4-6 months ago. If you issue a refund at all SafeT will not help.

What you can do is issue a refund minus a 50% restocking fee plus the cost of the return label.

Or some will say issue $1 and send them a message that they returned a product from 2018. If they would like a refund they need to return the product you sent. If they want the want the old one back, please send a prepaid label or it will be tossed after 14 days. True hard core scammers might not blink but the average Joe will probably go…well that did not work. U tube lied.

Issue 1 penny refund to stop any auto refund, then let them know they returned a year old item to get a new one, and make sure to be ready to defend. If you can find his old order, then you can prove it. But let them know that they sent back a wrong item and they need to send the correct item to get a refund.

We can show it’s an old used product. It’s worn and damaged but the main thing that will get him is the lot # (date) is etched into the back of the product. Can’t see unless you know what to look for. His new item has the number ( current date) recorded in the sales order from our software system It’s older than a year It’s from early 2018

If this was us, we would first report them to Amazon for violation. You can “Report a Violation” or go to customer and orders and provide the order number and open a ticket that way, though the responses back from them is generally to go straight to report a violation. Supposedly it’s escalated to a their retail team from what we’ve seen from previous replies.

After that you can do one of the three:

1. Do nothing and wait for Amazon to Auto-Refund. Once they auto refund you would have to open a Safe-T Claim and state your case. You can get what Amazon thinks is your cost of merchandise if they think what you got is what you shipped but back and damage or the majority of the sales if Amazon thinks you did give them what you stated and they’re attempting fraud / swap. You are open to an AtoZ though during this waiting processes as well as negative feedback.
2. Refund half as some have stated to avoid having the whole amount refunded. By refunding half you’re telling Amazon you’re willing to get least get your cost back. If the buyer opens an AtoZ you can state the reason why you did what you did. You’re open to negative feedback however and you still might lose if the evidence is vague.
3. Refund in full (as does Amazon) and go on with your day. Make it up in volume. Amazon’s goal is to provide a positive buyer experience and make it up in volume. If a buyer repeatedly violates policy (if enough sellers report we guess) Amazon would take action. Up to them though as it’s their customers.

Don’t refund anything.

Politely tell the customer that he accidentally returned something other than the item that you sent. Pretend that it is an innocent mistake by him. Assure him that you will refund as soon as he sends the right item back to you.

After 2 business days, Amazon will refund him. Then you open an Safe-T claim. If you win, you get all your money back.

We would never refund, and always state in the FIRST communication with the buyer.

Amazon, and all retailers, require the item Returned be the exact item the buyer received from the seller.

When the buyer switches products, we refund 1 cent to make the auto return go away, and tell the customer we will wait for the correct item to be returned. We also request Seller Support to a Buyer Return History Review on the customer. They will, but they will not share their findings with you.

Thanks for everyone’s help. I did the penny refund then contacted seller support. They sent a link to report the buyer and I followed with that also. They also sent how to hand an A-Z if buyer filed plus how to remove any negative feedback if needed. We sent the buyer a message telling him he would need to return the item that was shipped to him for this order and we would refund when received.

following to see what happens. Just happened to me right now and did the 1 cent refund. Opened a case, and reported violation. Look at this one picture. Not only did he sent me a different size but it is totally destroyed. Ill let you know what happens as well. Good luck to you.

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Why are you worried about a refund for something that was sold more than a year ago? Or had they bought something lately and thought sending you old product would help them get their money back. An item sold more than a year ago is way past the 30 day refund timing and even past the holiday refund rule as well. He can’t leave feedback on this old sale either. So either I missed something or you didn’t say everything as to why you would have given this ‘refund’ a second thought. I’m tired, maybe I just missed it.