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Why the customer can have both refund and replacement?
Hello everyone, I seemed to encountered a refund and replacement scam (my product is US$1000+) and any help/suggestion is appreciated.
So what happen was, the customer placed and order on 22 August 2024, then Amazon issued a free replacement to her on 14 October 2024 without letting us know why this replacement is issue, then Amazon issued her a full refund for the original order on 02 November 2024.
I assume that the customer can either choose refund OR replacement not both refund AND replacement? So under this circumstance, she gets my product which priced $1000+ for free?
According to the reply from Amazon team (Case ID: 16641205551), thay said that the item for orginal order was returned and identified as to be in customer-damaged condition, for this reason, sending her a free replacement is understandable, but why issue her a full refund 3 months after her original order is placed and a replacement is sent??
If anyone ever tackled this issue before, I'm all ears with gratitude!
Cheers
0 replies
Danny_Amazon
Hello @Seller_Gd3eqrlocRpP6- thanks for looking to the seller forums for some insight on this replacement situation.
As I review the case you listed, it appears our team advised that both the initial item, and its replacement, were identified as defective. If the replacement order isn't returned to your inventory 60 days after it was originally refunded to the buyer, it should qualify for a reimbursement.
Is this consistent with what you are seeing through Seller Central? If not, please do re-open that case with relevant documentation attached to continue the inquiry!
Thanks for letting me know,
Danny
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