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Buyer returned different serial number
I sold an Xbox Series S a couple of weeks ago. The buyer claimed the controller was missing its battery cover and the Xbox was broken. When I opened the returned item, the Xbox had a different Serial Number than the one I mailed. It came back in the same box though. I notified the buyer that the serial number was wrong and that I would have to charge a restocking fee if they didn't return the correct Xbox. They responded that they didn't know what I was talking about. Then the buyer filed an A-Z claim. I issued the refund charging a 100% restocking fee. Today I checked, and even though I submitted the Refund with a 100% restocking fee. It looks like the Refund is back open to where I can issue a refund. So I am guessing the A-Z Claim reversed my Refund submission.
With the A-Z Claim, I have explained the issue and provided photos of the Xbox that I shipped with its serial number. I also provided photos of the Xbox they returned with the different Serial Number. I even have photos of the Xbox Box that has the serial number on the outside that matches the Xbox that I sent. It is the original box that the Xbox came in.
For the last 4 days now, I get an email from Amazon saying that they need more information. If I don't respond in time they will issue a full refund to the buyer. I keep repeating the situation and uploading the photos, but then the next day I get the same email from Amazon saying they want more information. I don't know what more information I can provide at this point and need help. I am worried that Amazon will refund the money and I will be stuck with a broken Xbox.
The only other explanation would be if the delivery person opened the Xbox and swapped it out before delivery. But I have no way of knowing that. Is there anything else I can do? Amazon says the case will be refunded by December 25th if I don't provide a response.
Order ID: 113-8142046-2290633
22 replies
Seller_kIukTwdhvntAp
"With the A-Z Claim, I have explained the issue and provided photos of the Xbox that I shipped with its serial number. "
When you shipped it to them, did you provide them with the Serial Number of the unit you were shipping to them?
If you did that you would have documentation showing that the unit returned to you was NOT what you sent them.
The key to most claims is having pictures -- lots and lots of pictures.
Since you have a case number, let's see if some MODS can chime in early next week.
Hey guys – any help for the OP? Case number above!
@Micah_Amazon
@Topher_Amazon
@Emet_Amazon
@Danny_Amazon
@Rose_Amazon
@TaylorR_Amazon
BUT, it’s a weekend and all the MODS are off partying 😁😁 so it may be early next week before you hear back! Actually, they are short staffed (on purpose) on weekends because Amazon doesn’t think anything bad happens then!
Seller_SJRMV3s4mNrFA
It is called SCAMMING and Amazon supports their customers doing it 100%...unless it was "Sold by Amazon"
Seller_SJRMV3s4mNrFA
Maybe tell the SCAMMER that the Postal Authorities are going to LOVE all the evidence you have compiled, photos and everything. Remind him that if it goes that far, it is a federal felony charge.
One nasty little thing...they have a serial number which was recorded by the company when it was registered, that knows Who bought it, where they bought it and when they bought it.
Seller_y79MQHIY0I76X
file a claim, get ripped off by both the customer and Amazon. Rinse, lather, repeat.
Seller_VLB93SOhkHsZs
1) Respond to the AtoZ claim with the same clearly written information and photos.
2) File a police report against the customer for theft.
3) Appeal the AtoZ claim if you lose.
I have had a dozen of this scammers so far in the past 60 days
Seller_p3VCG9GBgDbZL
I've been selling for many years FBA. Just recently switched some SKUs to FBM for the same reasons most of you have I'm sure. Recently I have been getting these same problems, Amazon auto approves returns on things like Yoga Mats that I sell. Some come wrapped in my packaging, but a different mat, (mine are very high quality) and some come with bodily fluids and very used. All against Amazon's terms and conditions.
When this happened FBA, I fought the cases 1000 times and only won the ones that were a different products, not the used and dirty cases. They told me straight up, they are lenient towards this even though returning used athletic equipment is against their policy. So I lost EVERY case I ever fought on used athletic products.
So if someone could help answer me: When I get these FMB returns, how do I charge the customer if they sent me the wrong item, or sent me a used and dirty product back? I don't see where to do this in the manage returns section.
Thanks
Seller_hLH0bAcCwYcos
File a reimbursement claim with amazon, clearly providing evidence that the customer swap the product out with a completely different unit. They should reimburse you 100% for the stolen swap product.
Seller_CyGI7lF1437gx
I am assuming the original shipment had a tamper seal on it and you have pics showing the seal intact? Also, if you are authorized to sell Xbox (not sure manufacturer rules) I am sure your invoices would also show the serial numbers shipped to you as additional support to Amazon. Can get a letter from them manufacturer stating they never shipped you that serial number that was returned to you? They would also have registration info on when that returned one was set up. When answering Amazon, keep emotion out of it and stick the facts, assume a bot is reading it.
Seller_iNNHjUswpsS4G
Show up at their house if close, I would. I am tired of these deadbeat buyers that scam their way through. Amazon give 2 ***** about you and will side with the buyer 100% of the time. Either do something about it or sit back and get it up the ***
Danny_Amazon
Hello @Seller_eggbOcMArlhOq- thanks for detailing this claim scenario here on the forums.
I wanted to let you know I was able to review the claim in question here, and have submitted an escalation to request some further review and assistance in this case. The team may request invoice documentation confirming the serial number, for your information, as I do not see any such documentation was included in your appeal, and it can be difficult for investigators to confirm that a picture of a serial number proves that that is what was sent to a customer. I did like the suggestion in the thread to provide the customer with the serial number directly beforehand to help avoid such scenarios.
That said, I'll be sure to update this thread when I receive any response from the owning team, though please know this may take several business days during the holiday season.
Best,
Danny
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