Stay with me now, this one has a long timeline.

A customer returned a product we do not sell. We manufacture bonded leather yearly planners, made in the USA from high-quality materials. Not your average name-brand planner, we celebrate the hard work that goes into each item. On October 30th, I received a package from the returns department here in the office. It contained a cheap, black planner with an alligator skin texture, while the item we were expecting was bright pink and has a smooth glossy cover. ASIN - B0CXH1F6MN

Upon receiving the product, I immediately reached out to Amazon and was told to include an image of the item and the return label. In the morning it was denied. I was confused, did the image not come through? What were they searching for? No response. Unbeknownst to me, the label on the envelope was the original shipping label, and the envelope with the return label had been discarded.

Due to a lapse in communication (it took 15 days for a conclusive explanation) I was unable to retrieve the return packaging as it was picked up by trash removal. If I had known earlier that the label was incorrect, I would have had time to search the trash bags for the correct label.

Amazon auto-refunded the customer at the time the item was scanned for return (-$43.20). I immediately filed a SAFE-T claim, but I was notified that the claim had been denied. I called seller support and showed them the images of the black planner, with the order ID clearly displaying that a pink planner was to be returned. They also were confused about why the claim was denied. There is no appeal option, so I continued in the message thread.

So I continue investigating. " Seeing that this return was created in Amazon, the refund was dispersed by Amazon, and it was sent through UPS (an Amazon partner) there must be a record of the return label somewhere. Please work with me here. I have a planner that we do not distribute, or manufacture here, I’ve sent pictures. I have the customer's information and the tracking number, but she kept the planner and the refund."

It took 8 days for a reply. Denied.

Upon reading about the Prepaid Return Labels policy, I discovered the Returns Report. The following information was extracted:

Order ID: 113-0622430-4093021

ASIN - B0CXH1F6MN

Label type - AmazonPrePaidLabel

Resolution - RefundAtFirstScan

Label cost -$12.66

Amazon RMA ID - DKb7NVLVRRMA (Can someone please identify what this term means, and if it identifies the return label)

The Return Reason is stated as "CR-SWITCHEROO" What does that mean? Because she certainly switched out the planner for her other one and kept the nice one.

Our products are high-quality and what was returned to me is not. The planner we were expecting was the Acadia Hope. It is a bright pink, I'm not concerned with getting the planner back, I'm concerned that we had to pay for a return label and refund the product for a total of $55.86! There's also no appeal option on this claim. Is there no possible way to be refunded at least something? We're not only out the full amount of the order and shipping, but our product as well.

SAFE-T claim ID

74893-47290-0359137

Seller Support Cases:

SAFE-T Claim Denied

ID 16614952051

I was returned something that's not mine

ID 16615006051

I also have the tracking information, but that information should not be in public view.

Mods- Please investigate where the return label could be. I have done my due diligence by providing evidence, and communication. The lesson I've learned is that Amazon doesn't care when sellers are scammed.

@SEAmod

@Bryce_Amazon @Blake_Amazon @Glenn_Amazon @KJ_Amazon

@Joey_Amazon @Quincy_Amazon @Danny_Amazon

@Roberto_Amazon

Furthermore, you can "report abuse" for "The customer has returned one or more materially different products (e.g. empty box, different product, different version)" but that report was shot into a black hole never to be heard from again.