You can fight with the customer all you want to but if the customer files an A-Z claim, it is your word against the customers word. Your pictures are not proof as to what was sent or received but they could help.

Don’t give the customer the impression that you are calling him a liar by arguing with him. Since you refunded some money, let him make the next move. If he files an A-Z claim, defend yourself using bullet points and give a timeline to the events from the sale to the refund.

Do not engage customers in discussions or “fights”. You’ll lose every time.

Everybody seems think our job is to teach buyers how WE want stuff to work. It isn’t. Our job is to sell stuff and make a profit.

Besides, we see a lot of these sort of claims on these forums. But you don’t see or hear about the 100,000 or more transactions that go thru every single day. And it is this customer centric approach that Amazon has such a huge number of buyers.

Last I heard, Amazon has 144 MILLION active customers. Thats people who have money in their pocket and want to spend it. I’ll put up with the occasional questionable a-z claims to get a piece of that pie!

Bob

As a victim of a crime, you may seek justice in the courts. I would get all my documentation in order and file a police report. $750 in fraud may be a felony in some regions. Get the USPS Postal Inspector involved as well if sent by USPS. If a criminal case does not come out of the investigations, you can file a case in small claims court and seek financial relief resulting from the fraud. If the buyer is local, he can easily attend. But if far away he can drive/fly in. If he/she is a no-show, in most cases you get a default judgement. With the judgement, send it to collections and let them pester the heck out of the person until he/she pays to get collections off his/her back or the judgment off their credit report. Remember, you are the victim of a crime and are entitled to justice.

Don’t expect Amazon to side with you in an A-Z claim. You can try to file a Safe-T claim if it’s an eligible return, but I’ve not tried to on such an expensive item. On low cost items Amazon has granted 100% of my claims for buyer damage, though everything is documented well (returns processed under video). In many cases like this where the buyer sticks a knife in your back, Amazon only twists it to cause more pain. Good luck…

Isn’t it not considered new if you opened the product and tested it before selling?

Before even engaging the customer you could have file a safe-t claim explaining that you received the wrong item. Document everything, upload pictures that support what occurred.

I’ve been reimbursed on many orders where this occurred. This allows more leeway in dealing with customers.

It is not guaranteed that they will accept this or rule in your favor.

If I were to be denied there, I would refund 50% not 40%.

Wait for the a-z and state the same case there with all the supporting evidence you have. Sometimes you might get a denial but most times it would be funded or debited for the amount from your account once it is decided against you.

Isn’t amazon policy is 50% refund? I could be wrong.
Customer is always right at Amazon after recent two A-Z. All these policies are in place for us to refund what we can and they will refund the rest with a ding on our metrics.

Usually, scammers are found out. Just follow Amazon’s procedure and do the right things. You are not this buyer’s first victim, they have to have a history. Amazon will get to the bottom with your persistence.

Hello to everyone, I have got the email from amazon.

“Please note that you are welcome to impose a reasonable restocking fee of no more than 20% of the item cost. You may also withhold the original shipping costs at your discretion. We would advise you to reimburse the buyer appropriately.”

So, I am not to going to argue with them. It is better to get something than nothing.
Thank you to everybody who gave me advise here.
I will post about the final result soon.

You should just file a safe-t claim and be done with it. Customer is going to file an A-Z and it likely won’t be a fair trial for you.

I have been selling online since the late 90’s and have had many different people try to scam me over the years in a very similar manner. You realize that Amazon, Ebay etc are not above the law. I have sent reply messsges in both scenarios letting them know that if they wish to continue this process that you were going to take the evidence to the police and file a police report. I also have filed police reports in cases where they wanted to keep pushing it. I have done this on both Amazon and Ebay over the years and when I submitted the actual police report, then I ended up winning the cases. The police report takes just a few minutes to file and will scare the scammers enough to drop or or at least prove to Amazon/ Ebay etc that you are serious and this is serious. Then you can report the scammer to IC3.gov - and I always send a message letting them know I will be reporting them to IC3.gov so that both the scammer and the platform get the message. Does not take very long to report this. Maybe 5 minutes.