Same product, different packaging, customer claims they received wrong product FBA

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Seller_JkZwAvpOHWc4Q

Same product, different packaging, customer claims they received wrong product FBA

Hello, so I am selling a cream that has changed its packaging and look and Amazon still has the picture of the old packaging up on the listing. A customer bought the cream, then claimed it was the wrong product, even though a quick google search shows its the same product with new packaging. It's even in the reviews, where another customer bought the cream and said its the same product with new packaging. My question is, how do I dispute this claim and get it cleared?

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Seller_579YQeJLcjak2

Sorry, the reviews and google search don't matter. Your products must exactly match the detail page. Your cream package doesn't match the listing image. Apologize and have the customer initiate the return to FBA in their orders page, or better yet just give the refund and move on. Not all customers care about updated differing packaging, but some know the loophole and they'll getcha. And then hope she doesn't leave a negative feedback or contact customer service claiming the cream is "Fake", that's always fun to deal with.

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Bryce_Amazon

Greetings @Seller_JkZwAvpOHWc4Q,

Thanks for raising this issue here on the forums! To help better understand the specific details of this issue, do you have any Seller Support case IDs I can review? Please let me know, and I look forward to hearing from you!

- Bryce

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