Replacement scam - Customer never returned the original item
I kindly ask for help from Amazon associates here and from sellers who have had this experience and managed to solve it, because I have already opened some cases and only received standard responses that are ineffective for my problem.
As with many sellers, I have a customer who requested a replacement and never returned the item originally sent to him. The customer paid for 1 item and has 2 in his possession. It has been more than 30 days for the customer to return the item and he never returned it.
The cases I opened for Amazon to charge the customer, they advise me to open a SAFE-T, which is incorrect guidance, since the "Seller needs to be debited to be eligible to file SAFE-T claim".
Please, how can I solve my problem? Is it possible to open an A-to-Z claim against the customer? Does anyone know how to solve this?
1 reply
Danny_Amazon
Thanks for the post on this situation @Seller_gS4XccbJzZpj0- in general, an auto-reimbursement should be applied in cases where a return hasn't been received in 40 days but a replacement order has been fulfilled. When you navigate to the SAFE-T Claim submission pathway in your Seller Central account (Orders > Manage SAFE-T Claims > File a new SAFE-T Claim; are you unable to submit one against either the original order or the replacement?
If you could also share the cases you've opened with support on the topic, I'd be interested in taking a look from my end to see how I can best assist.
Thanks again for reporting this here on the forums and I'll look forward to your response!
Best,
Danny
