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Buyer Possibly Trying to Defruad Us
This morning we received a return that was auto-authorized for an item for sold (return reason being "item does not work").
Shorty after this return was opened, I received an order for the same item but it was marked as a "replacement" and the buyer was charged $0.00
I have never seen this before, how did this ordered get placed?
What happens if this order is shipped and we are forced to refund the previous order when the buyers return arrives to us (the customer will essentially get the item for free) or in another scenario the buyer does not ship the original item back to us and get 2 for the price of 1. This seems like a major dilemma.
I am considering just cancelling the replacement order (the buyer has also opted out of getting messages from sellers, go figure!)
5 replies
Seller_7LrAV0m5llaI7
Amazon customer service
Seller_9HJtqF9QqkZnU
The way it's supposed to work with FBA at least, is they're authorized a return, Amazon actually sends a replacement item for free, and the defective is sent back. They're still charged, it's just an advance exchange; if the defective item isn't returned in 30 days they get charged for the replacement too.
I've not seen this with FBM before though. Though, with an honest middleman (which Amazon is not) this is essentially a transaction in escrow. You should still be getting paid for the return and this is just customer service.
Of course Amazon has been stealing shekels from sellers left and right lately, so who knows.
If it was FBA, they'd give a full refund, send them a replacement for free, then "immediate disposal" the item (even though you've got them all set to be returned to you) directly to a bin that gets double-dipped for a little side-shekel to outlet stores and returns auctions.
SEAmod
Hello @Seller_zGoDlPZLneGhF
I am referring you to the related help pages in Seller Central.
When a buyer requests a free replacement for their damaged, defective, or materially different seller-fulfilled return through the Your Orders page on Amazon, we'll create a zero-value instant replacement order that you must fulfill upon receiving the replacement request. The buyer has 30 days to return the original item from the time the replacement order was shipped, using the provided Amazon prepaid return label.
There is a great deal of good information on that help page. I only excerpted the main theme to post here.
Thank you for selling on Amazon.
Susan
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