We have a customer that bought quite a few very expensive GPU's from us.
On one of the orders, the customer ordered 2 and said they only received one.
They provided pictures of a box that clearly would hold 2 of these GPUs and said that was their evidence.
We shows them serial number scans at the time of order and showed that they signed for the order.
They started an A-Z claim and they were denied (rightfully), then for some reason Amazon reversed the claim and we lost the appeal.
This is bad enough as we are out $1600 here alone.
Here is that order number: 111-1720240-9741852
This scammer did not stop there, emboldened by their win they started a return on a different order for 2 of these items for $3200 and just sent back a large box that had an empty container of the GPU.
We contacted Amazon with seller support with pictures, informed the customer that they are not entitled to a refund as they did not return the item.
Seller support got their high value team involved and we have reported the customer many times now.
The customer opened an A-Z claim stating they had returned the items.
Seller support advised us not to provide a refund to this customer regarding this.
You can check all of this under case ID 15994746441.
Then the real hit came, as Amazon was investigating the return fraud we received an email stating the A-Z claim was closed as "we issued a refund to the customer".
We did NOT in any way shape or form issue a refund to the customer.
An Amazon agent must have done it when the scammer called in.
We pointed this out in the appeal and all the A-Z claim team did was remove the defect but not return us our money.
Seller support has stated they transferred this to another team and they would reach out to us but no one has.
Here is the Amazon order for the return fraud: 114-0074725-2307401
In short, 1 customer has defrauded us out of around $5k. We have provided proof of this every step of the way with pictures, serial scans and everything else.
Amazon has not provided any help with this at all and even helped this customer commit this when they issued the refund.
Please help as this is an egregious error on Amazon's side.
Again here are the two Amazon orders and the case ID for you to look into:
Item not received fraud: 111-1720240-9741852
Return fraud: 114-0074725-2307401
Seller Support Case ID: 15994746441
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