Buyer returned wrong item on a seller-fulfilled order
I am posting this information because I support this category and I am aware of problems some of you have had when processing refunds for wrong items returned by buyers. Please use the process outlined below and share your experience here.
If a buyer returns an item and it is not the item they purchased, immediately contact them and tell them you believe they made a mistake. Ask them if they would like the incorrect item returned to them, and let them know that they can return the correct item for a refund. In your communications to them via buyer seller message, be sure to attach a clear image of what you received from them.
Contacting the buyer is a crucial first step. It shows good customer service and positive intentions. It will support any appeal or claim you make later to defend your claim of switcheroo. Next, launch the partial refund workflow. Grade the item condition and upload images. You may take a 100% restocking fee.
The buyer may file an A-to-z claim. Defend the claim and reference the images you uploaded when you processed the refund and the message you sent the buyer.
Alternatively, Amazon may have refunded the order upon the carrier’s first scan of the return label. If so, file a SAFE-T claim. Seller Assurance for E-Commerce Transactions (SAFE-T) claims allow sellers using Prepaid Return Labels (PRL) in the seller-fulfilled network to appeal Amazon's decision to issue a refund to a customer.
Please share your feedback here! I like you and I want you to be successful selling on Amazon.
Best regards, Susan
SEAmod
Hi @Wally
I am extremely happy to tell you that we won our appeal and you have been credited the amount of the order. The negative hit to your ODR is being removed as well!!
Thank you for allowing me to assist you with the appeal.
Susan
87 replies
Seller_IFRrkIcoHoGF8
oh please, why don't you talk about how amazon doesn't have the sellers back, how they go against their own policies, how no matter how much picture evidence you send= you'll still get denied the A to Z claim and you'll have to take loss after loss because amazon supports buyer fraud. Talk about the real truth.
Seller_keSnEDesLFVwv
I vote SAEmod for CEO!
Seller_GWujA5vqfB5jA
Thank you Susan. We've found the process you've outlined to work most of the time. The issue we run into, however, is with the 100% restocking fee. Whenever we attempt to process one at 100%, the refund never takes place. The refund screen for the order will show "prior refund pending" for a few hours. After such time has passed it revert back as if the refund was never attempted. It will not show the order as "prior refund applied" like a normal refund process. Any ideas on this, and could you possibly pass this information on to the developers to fix.
Seller_LozVbcNSprfMf
Hello Everyone,
I have been doing this method, and it has been very useful. I am an FBM with low volumes (less than 10 sales per month) so It has not been very hard, just time consuming. I am wondering what will the FBA with high volumes need to do to the Swithcheroos? Thank you
Seller_yKsH1VcZkLlOV
Susan For the most part, these "switcheroos" know perfectly well what they are doing. In my case, it happens to me very often. I can give you the case numbers you want. These scammers block people from being contacted. Generally, they do not send any prior message so that you cannot contact them by Amazon messages and when you want to contact them they block you from being able to do so, I give you a case that happened today, I wanted to heard your advice.... Order ID 111-7891353-2744213 customer request a return saying that he receive a brand that I never sale, I only sale factory Genuine Products and I am authorized by the brand, customer send the return with the aftermarket part, yes, I open a safe-t-claim and report as a buyer abuse, what Amazon will do with that report, who know's but I did it, I'm trying to contact him but guess what? There is no way to contact them, this only happens to me with this type of transaction where they exchange my products for old, used or aftermarket ones.
Seller_yKsH1VcZkLlOV
Now in my 25 years of selling on different platforms and in more than a decade on Amazon I would like to know how to solve this problem as well, it is not about a switcheroo, it is about theft from someone who uses Amazon as an accomplice and Amazon perhaps ignores it, order ID 112-8237145-9392245 for $969.67
The package was delivered May 9th, a signature was requested, the customer went to the postal service offices to claim it, that same day USPS tried to deliver it in the morning and left a note, the customer picked it up by late afternoon.
On May 11th the customer opens a case A-Z as package not received, on May 13th the customer receives full refund from Amazon. The tracking directly at the postal service clearly showed that the package was received and delivered on May 9th, on Amazon it shows that it was delivered on the 22nd, something suspicious USPS tracking #9310820111410930408870 shows the delivery date on the 9th.
I was able to contact the customer and request him to request a return, he never asked for a return, he kept the part but he ignore my messages, at one point he contacted Amazon and said that he had the part then Amazon asked me for a pre-paid return shipping label, something strange, apparently Amazon could not provide it, I create a pre paid label and I sent it to him on two occasions using Amazon messages system also I sent it by mail and he or she never sent the part back, Amazon refund the money, safe-t-claim can't do anything because there is an A-Z claim case, why lose protection if there is an A-Z case? criminals know this.
Then the customer contacts Amazon and tells them that he never received the return shipping label and will recycle the product in 48 hours, sure a $1,000 part, all in front of Amazon's eyes and Amazon did absolutely nothing, I opened two cases and Amazon only says that the case was transferred, nothing resolved. It is really frustrating to see how Amazon supports criminals
Susan, why as a sellers being exposed to this? Why doesn't Amazon investigate first and simply see the tracking number if the product was received? yes, I have reported the client to IC3.GOV with USPS OIG and I made a report to the local police, waste time, the value of the transaction has not been refunded to me and to make matters worse this transaction affects my ODR, I know I went a little off topic but I know you can do something case ID 15421691401 never resolved
Seller_LmoT0g3TqqENK
@SEAmod So I am having an issue with a return. They selected did not approve purchase and printed the label to send the product back. We received the product and it was leaking so the product unsaleable. I filed SAFE-T claims and they keep getting denied. My issue is that the buyer choose did not approve purchase and now I can't get reimbursed because they sent back a damaged product. So what should I do because this is not right. Either 1 of two things happened: They received the item leaking but selected did not approve purchase or when they returned the item during transit it sprung a leak. We should be getting reimbursed for a product that is returned in not new condition if the buyer selects anything other than damaged.
Seller_baiCQhOKKKL5e
Amazon doesn't follow its own policy.
We've tried to follow this and nothing happens. We end up eating the loss.
More excellent Seller Support from Amazon.
Seller_mknY8U48Mh6ab
I have received the wrong product back a number of times. Everything from rails to keep small kids from falling out of bed to hinges for jeeps to competitors products. Very simple process that has worked for me every time, file a Safe T Claim. All you need is an image of the item returned, the packaging and the label. Amazon has put that money back in my account very quick usually in one day.
Buyer returned wrong item on a seller-fulfilled order
I am posting this information because I support this category and I am aware of problems some of you have had when processing refunds for wrong items returned by buyers. Please use the process outlined below and share your experience here.
If a buyer returns an item and it is not the item they purchased, immediately contact them and tell them you believe they made a mistake. Ask them if they would like the incorrect item returned to them, and let them know that they can return the correct item for a refund. In your communications to them via buyer seller message, be sure to attach a clear image of what you received from them.
Contacting the buyer is a crucial first step. It shows good customer service and positive intentions. It will support any appeal or claim you make later to defend your claim of switcheroo. Next, launch the partial refund workflow. Grade the item condition and upload images. You may take a 100% restocking fee.
The buyer may file an A-to-z claim. Defend the claim and reference the images you uploaded when you processed the refund and the message you sent the buyer.
Alternatively, Amazon may have refunded the order upon the carrier’s first scan of the return label. If so, file a SAFE-T claim. Seller Assurance for E-Commerce Transactions (SAFE-T) claims allow sellers using Prepaid Return Labels (PRL) in the seller-fulfilled network to appeal Amazon's decision to issue a refund to a customer.
Please share your feedback here! I like you and I want you to be successful selling on Amazon.
Best regards, Susan
Buyer returned wrong item on a seller-fulfilled order
I am posting this information because I support this category and I am aware of problems some of you have had when processing refunds for wrong items returned by buyers. Please use the process outlined below and share your experience here.
If a buyer returns an item and it is not the item they purchased, immediately contact them and tell them you believe they made a mistake. Ask them if they would like the incorrect item returned to them, and let them know that they can return the correct item for a refund. In your communications to them via buyer seller message, be sure to attach a clear image of what you received from them.
Contacting the buyer is a crucial first step. It shows good customer service and positive intentions. It will support any appeal or claim you make later to defend your claim of switcheroo. Next, launch the partial refund workflow. Grade the item condition and upload images. You may take a 100% restocking fee.
The buyer may file an A-to-z claim. Defend the claim and reference the images you uploaded when you processed the refund and the message you sent the buyer.
Alternatively, Amazon may have refunded the order upon the carrier’s first scan of the return label. If so, file a SAFE-T claim. Seller Assurance for E-Commerce Transactions (SAFE-T) claims allow sellers using Prepaid Return Labels (PRL) in the seller-fulfilled network to appeal Amazon's decision to issue a refund to a customer.
Please share your feedback here! I like you and I want you to be successful selling on Amazon.
Best regards, Susan
SEAmod
Hi @Wally
I am extremely happy to tell you that we won our appeal and you have been credited the amount of the order. The negative hit to your ODR is being removed as well!!
Thank you for allowing me to assist you with the appeal.
Susan
SEAmod
Hi @Wally
I am extremely happy to tell you that we won our appeal and you have been credited the amount of the order. The negative hit to your ODR is being removed as well!!
Thank you for allowing me to assist you with the appeal.
Susan
SEAmod
Hi @Wally
I am extremely happy to tell you that we won our appeal and you have been credited the amount of the order. The negative hit to your ODR is being removed as well!!
Thank you for allowing me to assist you with the appeal.
Susan
87 replies
87 replies
Seller_IFRrkIcoHoGF8
oh please, why don't you talk about how amazon doesn't have the sellers back, how they go against their own policies, how no matter how much picture evidence you send= you'll still get denied the A to Z claim and you'll have to take loss after loss because amazon supports buyer fraud. Talk about the real truth.
Seller_keSnEDesLFVwv
I vote SAEmod for CEO!
Seller_GWujA5vqfB5jA
Thank you Susan. We've found the process you've outlined to work most of the time. The issue we run into, however, is with the 100% restocking fee. Whenever we attempt to process one at 100%, the refund never takes place. The refund screen for the order will show "prior refund pending" for a few hours. After such time has passed it revert back as if the refund was never attempted. It will not show the order as "prior refund applied" like a normal refund process. Any ideas on this, and could you possibly pass this information on to the developers to fix.
Seller_LozVbcNSprfMf
Hello Everyone,
I have been doing this method, and it has been very useful. I am an FBM with low volumes (less than 10 sales per month) so It has not been very hard, just time consuming. I am wondering what will the FBA with high volumes need to do to the Swithcheroos? Thank you
Seller_yKsH1VcZkLlOV
Susan For the most part, these "switcheroos" know perfectly well what they are doing. In my case, it happens to me very often. I can give you the case numbers you want. These scammers block people from being contacted. Generally, they do not send any prior message so that you cannot contact them by Amazon messages and when you want to contact them they block you from being able to do so, I give you a case that happened today, I wanted to heard your advice.... Order ID 111-7891353-2744213 customer request a return saying that he receive a brand that I never sale, I only sale factory Genuine Products and I am authorized by the brand, customer send the return with the aftermarket part, yes, I open a safe-t-claim and report as a buyer abuse, what Amazon will do with that report, who know's but I did it, I'm trying to contact him but guess what? There is no way to contact them, this only happens to me with this type of transaction where they exchange my products for old, used or aftermarket ones.
Seller_yKsH1VcZkLlOV
Now in my 25 years of selling on different platforms and in more than a decade on Amazon I would like to know how to solve this problem as well, it is not about a switcheroo, it is about theft from someone who uses Amazon as an accomplice and Amazon perhaps ignores it, order ID 112-8237145-9392245 for $969.67
The package was delivered May 9th, a signature was requested, the customer went to the postal service offices to claim it, that same day USPS tried to deliver it in the morning and left a note, the customer picked it up by late afternoon.
On May 11th the customer opens a case A-Z as package not received, on May 13th the customer receives full refund from Amazon. The tracking directly at the postal service clearly showed that the package was received and delivered on May 9th, on Amazon it shows that it was delivered on the 22nd, something suspicious USPS tracking #9310820111410930408870 shows the delivery date on the 9th.
I was able to contact the customer and request him to request a return, he never asked for a return, he kept the part but he ignore my messages, at one point he contacted Amazon and said that he had the part then Amazon asked me for a pre-paid return shipping label, something strange, apparently Amazon could not provide it, I create a pre paid label and I sent it to him on two occasions using Amazon messages system also I sent it by mail and he or she never sent the part back, Amazon refund the money, safe-t-claim can't do anything because there is an A-Z claim case, why lose protection if there is an A-Z case? criminals know this.
Then the customer contacts Amazon and tells them that he never received the return shipping label and will recycle the product in 48 hours, sure a $1,000 part, all in front of Amazon's eyes and Amazon did absolutely nothing, I opened two cases and Amazon only says that the case was transferred, nothing resolved. It is really frustrating to see how Amazon supports criminals
Susan, why as a sellers being exposed to this? Why doesn't Amazon investigate first and simply see the tracking number if the product was received? yes, I have reported the client to IC3.GOV with USPS OIG and I made a report to the local police, waste time, the value of the transaction has not been refunded to me and to make matters worse this transaction affects my ODR, I know I went a little off topic but I know you can do something case ID 15421691401 never resolved
Seller_LmoT0g3TqqENK
@SEAmod So I am having an issue with a return. They selected did not approve purchase and printed the label to send the product back. We received the product and it was leaking so the product unsaleable. I filed SAFE-T claims and they keep getting denied. My issue is that the buyer choose did not approve purchase and now I can't get reimbursed because they sent back a damaged product. So what should I do because this is not right. Either 1 of two things happened: They received the item leaking but selected did not approve purchase or when they returned the item during transit it sprung a leak. We should be getting reimbursed for a product that is returned in not new condition if the buyer selects anything other than damaged.
Seller_baiCQhOKKKL5e
Amazon doesn't follow its own policy.
We've tried to follow this and nothing happens. We end up eating the loss.
More excellent Seller Support from Amazon.
Seller_mknY8U48Mh6ab
I have received the wrong product back a number of times. Everything from rails to keep small kids from falling out of bed to hinges for jeeps to competitors products. Very simple process that has worked for me every time, file a Safe T Claim. All you need is an image of the item returned, the packaging and the label. Amazon has put that money back in my account very quick usually in one day.
Seller_IFRrkIcoHoGF8
oh please, why don't you talk about how amazon doesn't have the sellers back, how they go against their own policies, how no matter how much picture evidence you send= you'll still get denied the A to Z claim and you'll have to take loss after loss because amazon supports buyer fraud. Talk about the real truth.
Seller_IFRrkIcoHoGF8
oh please, why don't you talk about how amazon doesn't have the sellers back, how they go against their own policies, how no matter how much picture evidence you send= you'll still get denied the A to Z claim and you'll have to take loss after loss because amazon supports buyer fraud. Talk about the real truth.
Seller_keSnEDesLFVwv
I vote SAEmod for CEO!
Seller_keSnEDesLFVwv
I vote SAEmod for CEO!
Seller_GWujA5vqfB5jA
Thank you Susan. We've found the process you've outlined to work most of the time. The issue we run into, however, is with the 100% restocking fee. Whenever we attempt to process one at 100%, the refund never takes place. The refund screen for the order will show "prior refund pending" for a few hours. After such time has passed it revert back as if the refund was never attempted. It will not show the order as "prior refund applied" like a normal refund process. Any ideas on this, and could you possibly pass this information on to the developers to fix.
Seller_GWujA5vqfB5jA
Thank you Susan. We've found the process you've outlined to work most of the time. The issue we run into, however, is with the 100% restocking fee. Whenever we attempt to process one at 100%, the refund never takes place. The refund screen for the order will show "prior refund pending" for a few hours. After such time has passed it revert back as if the refund was never attempted. It will not show the order as "prior refund applied" like a normal refund process. Any ideas on this, and could you possibly pass this information on to the developers to fix.
Seller_LozVbcNSprfMf
Hello Everyone,
I have been doing this method, and it has been very useful. I am an FBM with low volumes (less than 10 sales per month) so It has not been very hard, just time consuming. I am wondering what will the FBA with high volumes need to do to the Swithcheroos? Thank you
Seller_LozVbcNSprfMf
Hello Everyone,
I have been doing this method, and it has been very useful. I am an FBM with low volumes (less than 10 sales per month) so It has not been very hard, just time consuming. I am wondering what will the FBA with high volumes need to do to the Swithcheroos? Thank you
Seller_yKsH1VcZkLlOV
Susan For the most part, these "switcheroos" know perfectly well what they are doing. In my case, it happens to me very often. I can give you the case numbers you want. These scammers block people from being contacted. Generally, they do not send any prior message so that you cannot contact them by Amazon messages and when you want to contact them they block you from being able to do so, I give you a case that happened today, I wanted to heard your advice.... Order ID 111-7891353-2744213 customer request a return saying that he receive a brand that I never sale, I only sale factory Genuine Products and I am authorized by the brand, customer send the return with the aftermarket part, yes, I open a safe-t-claim and report as a buyer abuse, what Amazon will do with that report, who know's but I did it, I'm trying to contact him but guess what? There is no way to contact them, this only happens to me with this type of transaction where they exchange my products for old, used or aftermarket ones.
Seller_yKsH1VcZkLlOV
Susan For the most part, these "switcheroos" know perfectly well what they are doing. In my case, it happens to me very often. I can give you the case numbers you want. These scammers block people from being contacted. Generally, they do not send any prior message so that you cannot contact them by Amazon messages and when you want to contact them they block you from being able to do so, I give you a case that happened today, I wanted to heard your advice.... Order ID 111-7891353-2744213 customer request a return saying that he receive a brand that I never sale, I only sale factory Genuine Products and I am authorized by the brand, customer send the return with the aftermarket part, yes, I open a safe-t-claim and report as a buyer abuse, what Amazon will do with that report, who know's but I did it, I'm trying to contact him but guess what? There is no way to contact them, this only happens to me with this type of transaction where they exchange my products for old, used or aftermarket ones.
Seller_yKsH1VcZkLlOV
Now in my 25 years of selling on different platforms and in more than a decade on Amazon I would like to know how to solve this problem as well, it is not about a switcheroo, it is about theft from someone who uses Amazon as an accomplice and Amazon perhaps ignores it, order ID 112-8237145-9392245 for $969.67
The package was delivered May 9th, a signature was requested, the customer went to the postal service offices to claim it, that same day USPS tried to deliver it in the morning and left a note, the customer picked it up by late afternoon.
On May 11th the customer opens a case A-Z as package not received, on May 13th the customer receives full refund from Amazon. The tracking directly at the postal service clearly showed that the package was received and delivered on May 9th, on Amazon it shows that it was delivered on the 22nd, something suspicious USPS tracking #9310820111410930408870 shows the delivery date on the 9th.
I was able to contact the customer and request him to request a return, he never asked for a return, he kept the part but he ignore my messages, at one point he contacted Amazon and said that he had the part then Amazon asked me for a pre-paid return shipping label, something strange, apparently Amazon could not provide it, I create a pre paid label and I sent it to him on two occasions using Amazon messages system also I sent it by mail and he or she never sent the part back, Amazon refund the money, safe-t-claim can't do anything because there is an A-Z claim case, why lose protection if there is an A-Z case? criminals know this.
Then the customer contacts Amazon and tells them that he never received the return shipping label and will recycle the product in 48 hours, sure a $1,000 part, all in front of Amazon's eyes and Amazon did absolutely nothing, I opened two cases and Amazon only says that the case was transferred, nothing resolved. It is really frustrating to see how Amazon supports criminals
Susan, why as a sellers being exposed to this? Why doesn't Amazon investigate first and simply see the tracking number if the product was received? yes, I have reported the client to IC3.GOV with USPS OIG and I made a report to the local police, waste time, the value of the transaction has not been refunded to me and to make matters worse this transaction affects my ODR, I know I went a little off topic but I know you can do something case ID 15421691401 never resolved
Seller_yKsH1VcZkLlOV
Now in my 25 years of selling on different platforms and in more than a decade on Amazon I would like to know how to solve this problem as well, it is not about a switcheroo, it is about theft from someone who uses Amazon as an accomplice and Amazon perhaps ignores it, order ID 112-8237145-9392245 for $969.67
The package was delivered May 9th, a signature was requested, the customer went to the postal service offices to claim it, that same day USPS tried to deliver it in the morning and left a note, the customer picked it up by late afternoon.
On May 11th the customer opens a case A-Z as package not received, on May 13th the customer receives full refund from Amazon. The tracking directly at the postal service clearly showed that the package was received and delivered on May 9th, on Amazon it shows that it was delivered on the 22nd, something suspicious USPS tracking #9310820111410930408870 shows the delivery date on the 9th.
I was able to contact the customer and request him to request a return, he never asked for a return, he kept the part but he ignore my messages, at one point he contacted Amazon and said that he had the part then Amazon asked me for a pre-paid return shipping label, something strange, apparently Amazon could not provide it, I create a pre paid label and I sent it to him on two occasions using Amazon messages system also I sent it by mail and he or she never sent the part back, Amazon refund the money, safe-t-claim can't do anything because there is an A-Z claim case, why lose protection if there is an A-Z case? criminals know this.
Then the customer contacts Amazon and tells them that he never received the return shipping label and will recycle the product in 48 hours, sure a $1,000 part, all in front of Amazon's eyes and Amazon did absolutely nothing, I opened two cases and Amazon only says that the case was transferred, nothing resolved. It is really frustrating to see how Amazon supports criminals
Susan, why as a sellers being exposed to this? Why doesn't Amazon investigate first and simply see the tracking number if the product was received? yes, I have reported the client to IC3.GOV with USPS OIG and I made a report to the local police, waste time, the value of the transaction has not been refunded to me and to make matters worse this transaction affects my ODR, I know I went a little off topic but I know you can do something case ID 15421691401 never resolved
Seller_LmoT0g3TqqENK
@SEAmod So I am having an issue with a return. They selected did not approve purchase and printed the label to send the product back. We received the product and it was leaking so the product unsaleable. I filed SAFE-T claims and they keep getting denied. My issue is that the buyer choose did not approve purchase and now I can't get reimbursed because they sent back a damaged product. So what should I do because this is not right. Either 1 of two things happened: They received the item leaking but selected did not approve purchase or when they returned the item during transit it sprung a leak. We should be getting reimbursed for a product that is returned in not new condition if the buyer selects anything other than damaged.
Seller_LmoT0g3TqqENK
@SEAmod So I am having an issue with a return. They selected did not approve purchase and printed the label to send the product back. We received the product and it was leaking so the product unsaleable. I filed SAFE-T claims and they keep getting denied. My issue is that the buyer choose did not approve purchase and now I can't get reimbursed because they sent back a damaged product. So what should I do because this is not right. Either 1 of two things happened: They received the item leaking but selected did not approve purchase or when they returned the item during transit it sprung a leak. We should be getting reimbursed for a product that is returned in not new condition if the buyer selects anything other than damaged.
Seller_baiCQhOKKKL5e
Amazon doesn't follow its own policy.
We've tried to follow this and nothing happens. We end up eating the loss.
More excellent Seller Support from Amazon.
Seller_baiCQhOKKKL5e
Amazon doesn't follow its own policy.
We've tried to follow this and nothing happens. We end up eating the loss.
More excellent Seller Support from Amazon.
Seller_W4O3WtFgHFGGJ
He probably returned the wrong item on purpose.
Seller_mknY8U48Mh6ab
I have received the wrong product back a number of times. Everything from rails to keep small kids from falling out of bed to hinges for jeeps to competitors products. Very simple process that has worked for me every time, file a Safe T Claim. All you need is an image of the item returned, the packaging and the label. Amazon has put that money back in my account very quick usually in one day.
Seller_mknY8U48Mh6ab
I have received the wrong product back a number of times. Everything from rails to keep small kids from falling out of bed to hinges for jeeps to competitors products. Very simple process that has worked for me every time, file a Safe T Claim. All you need is an image of the item returned, the packaging and the label. Amazon has put that money back in my account very quick usually in one day.
