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Potential Buyer Fraud - Handling Special Situations - Customer kept item - Amazon auto refund - Safe-t claim response does not resolve issue.
Hi, forum folks.
We recently had an issue of potential buyer fraud in which a customer purchased a product from us over a year ago, then they recently made a second purchase of the updated version of that product and used the packaging and tags to swap the older used item trying to return it as the new product.
So we referred to the help available at:
https://sellercentral.amazon.com/help/hub/reference/G200708210
"Handling special situations:
Buyer returns the wrong item
Sometimes buyers mistakenly return a different item than the one they bought from you. If this happens, take the following steps:
Contact the buyer to clarify the situation.
Ask if they would like you to return the item to them.
Tell them that they can return the correct item for a refund. If the buyer says they'd like the wrong item back, consider sending it back. In this case, you aren't obligated to pay for shipping charges. We recommend that you reach an agreement with the buyer on who will pay the charges before you ship the item.
Consider giving the benefit of the doubt if the buyer says they received the wrong item initially."
Through Amazon messaging, we reached out to the customer and received the following reply:
“My mistake. He has multiple jackets and misunderstood him. Yes, please return to me”
So we returned the product, at our expense, providing tracking in the messaging, and shipped the used product back to the customer.
Days later, Amazon auto-refunded the customer in full.
So, we opened a Safe-t claim with screenshots of the messaging and declaration that the customer had kept the order. We sold the product, they kept it, so we want the payment.
Amazon approves the claim partially, but only a portion of the value of the order is returned. In the claim, they state:
“Per the Restocking Fee policy, if the product is damaged by the customer, the reimbursement will be limited to a maximum of 50% of the order value of the product.”
I appealed the claim, which was immediately denied with the same reasoning.
Amazon, there is no restocking fee; the customer kept the order. This feels like an oversight, at least, and a money grab at worst. Where do we have recourse here?
3 replies
Seller_CAYAyOR95ex9b
Safe-t claim ID 75810-49451-2871338 for context. Moderators, please advise.
Seller_1wYjoAdX0By1L
Did you ship via the USPS? File a federal mail fraud claim against amazon
Seller_CAYAyOR95ex9b
@KJ_Amazon@CR_Amazon@Dougal_AmazonI see you each active on the forum recently; how do I get a skilled person at Amazon to look at this, understand the problem, and give an accurate resolution?
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