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FBA customer returned a totally different and much cheaper item

by Seller_QWOSOPx9Ao65b

So as the title says my FBA customer returned a totally different and much cheaper item in the box of my item. They returned it to amazon as “missing parts” and Amazon refunded them even though it is a totally different model and obviously serial numbers don’t match the label on the box. How is this even possible? Am I just out or can I get amazon to research this and recharge the customer?

Tags: Buy Box
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Seller_3hVj9IvtVRWiA
In reply to: Seller_QWOSOPx9Ao65b's post

There are many reasons this can happen. Possibly a mistake by an Amazon Warehouse employee or possibly buyer theft. There is no way to tell but you can get reimbursed by Amazon when the wrong item is returned. The fulfillment center can mix up products on accident so do not assume the buyer is always trying to steal. Plus the buyer may have purchased 2 different items and got them mixed up on accident when returning.

Use Help>Fulfillment by Amazon>Orders>Request Order Reimbrusement>Provide Order ID Number (which you can find when you search the LPN label on the box).

Then fill out all the information similar to this:

Buyer returned wrong item:

This was an FBA order. The buyer returned a different item. The buyer purchased XXXXX but returned an XXXX lower quality version.

This was from Removal Order ID ########
the shipment tracking number is UPS #########

The item originally ordered was:
SKU ######
ASIN #####
FNSKU #####
Order ID ###-#######-#######

I will provide mages of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.

Then after you submit the case go back and open the case again and reply with more pictures of what you received. Make sure your pictures include the LPN sticker on the box.

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Seller_3hVj9IvtVRWiA
In reply to: Seller_QWOSOPx9Ao65b's post

There are many reasons this can happen. Possibly a mistake by an Amazon Warehouse employee or possibly buyer theft. There is no way to tell but you can get reimbursed by Amazon when the wrong item is returned. The fulfillment center can mix up products on accident so do not assume the buyer is always trying to steal. Plus the buyer may have purchased 2 different items and got them mixed up on accident when returning.

Use Help>Fulfillment by Amazon>Orders>Request Order Reimbrusement>Provide Order ID Number (which you can find when you search the LPN label on the box).

Then fill out all the information similar to this:

Buyer returned wrong item:

This was an FBA order. The buyer returned a different item. The buyer purchased XXXXX but returned an XXXX lower quality version.

This was from Removal Order ID ########
the shipment tracking number is UPS #########

The item originally ordered was:
SKU ######
ASIN #####
FNSKU #####
Order ID ###-#######-#######

I will provide mages of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.

Then after you submit the case go back and open the case again and reply with more pictures of what you received. Make sure your pictures include the LPN sticker on the box.

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Seller_QWOSOPx9Ao65b
In reply to: Seller_QWOSOPx9Ao65b's post

@Old-Timer - Thanks for the help.

The reason i am sure this was fraud is because the item return is used and beat up badly, there was no confusing the two.

I will keep you updated with what happens.

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Seller_cZmOMN723GBxZ
In reply to: Seller_QWOSOPx9Ao65b's post

Thank you for the instructions. Just got a return and took a while to figure out what happened. It’s a different brand of used closet dividers. They placed in my package when they were done with it to get a refund on my item because mine has larger sizes than what they returned and no longer need. These aren’t even the same size/shape as my closet dividers.

I’m sure later they can return my closet dividers to a seller of toddler clothing and just keep the cycle up. My only hope is they do enough returns to get life banned.

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Seller_3hVj9IvtVRWiA
In reply to: Seller_QWOSOPx9Ao65b's post

I am glad to see this post is helpful.

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Seller_ZOrFbqtBDLGsC
In reply to: Seller_QWOSOPx9Ao65b's post

Just tried to do this and couldn’t get past Help:

Help>Fulfillment by Amazon>Orders>Request Order Reimbrusement>Provide Order ID Number

So use the “Help” in the upper corner? Then what? I’m just given a Recommended for you… which doesn’t match up, and then a link for Seller Forums, Support or Case Log.

Is there a direct link to get to this page? The thefts have been insane and I need to start doing this.

Cheers!
Ryan

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Seller_ZOrFbqtBDLGsC
In reply to: Seller_QWOSOPx9Ao65b's post

That worked. THe contact doesn’t allow a message from me, but does allow attachments and an order number.

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