Customer switched watches with cheap chinese knock-offs twice!
Customer ordered 3 watches from us through Amazon marketplace. He switched our watches for some cheap fake copies and made it look like he never received the package, when in fact he received the package, carefully opened the box from the bottom and switched the contents. Then next day gave it back to UPS and told them that he is refusing the package. Unfortunately we didn't notice right away that he stole our watches and replaced them with inferior product so he managed to do it twice. He also opened A-Z claim claiming that he never received the order even though tracking was showing delivered and then refused a day later. Amazon would not do anything about it.
111-8553292-2223413 for 3 watches
112-8065475-4925849 for 2 watches
Customer switched watches with cheap chinese knock-offs twice!
Customer ordered 3 watches from us through Amazon marketplace. He switched our watches for some cheap fake copies and made it look like he never received the package, when in fact he received the package, carefully opened the box from the bottom and switched the contents. Then next day gave it back to UPS and told them that he is refusing the package. Unfortunately we didn't notice right away that he stole our watches and replaced them with inferior product so he managed to do it twice. He also opened A-Z claim claiming that he never received the order even though tracking was showing delivered and then refused a day later. Amazon would not do anything about it.
111-8553292-2223413 for 3 watches
112-8065475-4925849 for 2 watches
1 reply
Ken_Amazon
Hi @Seller_DpGEonpYGSxgV,
I'm sorry to hear about this frustrating experience.
Here's What I'd Recommend
1. File a SAFE-T Claim (if you haven't already)
SAFE-T (Seller Assurance for E-Commerce Transactions) is Amazon's self-service reimbursement tool designed specifically for situations like this — where a seller receives a materially different item back from a buyer. You can file under the "Wrong Item Received (Switcheroo)" category.
When filing, be sure to include:
- Images of the return package with the mailing label (tracking ID visible)
- Images of the incorrect/counterfeit items you received
- Any unboxing video if you have one (this strengthens your case significantly)
You can manage your claims here: Manage SAFE-T Claims
2. Appeal the A-to-Z Claim
If you haven't already appealed, do so through Seller Central. An escalation isn't possible until the standard appeals path has been exhausted. When appealing, include your tracking evidence showing delivery and any proof of the item swap.
Learn more here:A-to-Z Guarantee Claims
3. Report the Buyer Abuse
Since this buyer has done this twice, this establishes a pattern of fraudulent behavior. Amazon does track buyer abuse indicators, including returning wrong products and returning empty boxes or "bricks".
I'd recommend:
- Reporting the buyer through Report a Violation
- Documenting everything — photos, order IDs, tracking info, and timelines
4. Protect Yourself Going Forward
- Use Amazon Buy Shipping Services for claims protection on future orders
- Consider adding signature confirmation for high-value items
- Film your packing process as evidence for future disputes
Important Tip on Evidence
Keep detailed records of serial numbers, unique identifiers, or weight differences between your genuine products and what was returned. This type of evidence is critical when filing SAFE-T claims and can make the difference between approval and denial.
Best Regards,
Ken
