Buyer bought an item and after receiving it requested a replacement. $0.00 replacement order comes through and we ship out another item (FBM). 45 days later buyer has still not returned the original item, Amazon closed out the return so now buyer received both items but only paid for one. Do I have any recourse here?

Hello,

We are having this issue that a buyer hasn't returned the original item that was replaced. It's been more than a month since the replacement order was delivered to the buyer. We were trying to raise a case with SAFE-T but the report tool gave an error stating "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment." In fact, the buyer never gave the item to USPS as the tracking shows that "Pre-Shipment, USPS Awaiting Item". We raised a case with Seller Support and they suggested working with the carrier, but in this case, the carrier didn't receive the item so we wouldn't be able to file a loss claim. We have also contacted the buyer with a gentle reminder of asking the buyer to return the original item but no response from the buyer either.

What would be the best way to solve this issue?

I received a replacement order for which I shipped a new item, however the customer never returned the item originally shipped to them. The customer only paid for 1 item and has 2 in their possession. It has been over 30 days since the replacement item was delivered and the original item has never been returned. The original item's USPS return label is "Pre-Shipment, USPS Awaiting Item" to this day.

When I contact de seller support to request a refund for the item that was never returned (open cases 15802836221, 16356867361 and 16827510821) unfortunately, all of the cases are automatically answered advising me to open a SAFE-T, which is inappropriate advice since the "Seller must be debited to be eligible to file a SAFE-T claim".

How can I get a refund on this order if it has been over 30 days the return period? Is it possible to open an A to Z claim against the customer? Has anyone managed to resolve a case like this?

Thank you for your time,

Isabelle