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Customer Got a Refund and Kept the Package
My customer filed a claim for a refund because the package was delayed, and we issued the refund. He promised to refuse the package when delivery was made; he accepted and signed for it (we have proof). Amazon will not reverse the refund, and offers us no recourse in recovering our money. We cannot file a Safe-T claim because we issued the refund.
0 replies
Seller_OvL8C4BJWiuS9
The buyer is under no obligation to return it. They probably knew that when they promised you they would return it.
Is it stealing, yes. Is it morally wrong, yes.
You can reach out the buyer and advise that you will be contacting the local authorities or postmaster for a fraud investigation. But they probably won't respond.
Seller_keSnEDesLFVwv
Treat this as a criminal action, not a civil action.
We sellers have agreed to defer all civil actions to Amazon, and when you issued the refund, they consider any possible civil dispute to be settled, and they will not act further on your behalf.
But you are probably the victim of criminal fraud. You can pursue action against the fraudster without Amazon's consent.
Roberto_Amazon
Hello! @Seller_h503ZInISWkSK
Thank you for bringing this matter into our attention. I acknowledge you are in a complex situation, to start with and hopefully for future orders, never refund first, proactively refunding closes our opportunities to further appeal.
In this case, if the item was still in transit to the buyer, you should've directed the buyer to open a claim for item not received and subsequently to refuse the delivery (in case there is an attempted delivery during the claims process) so that it is returned to you. You could also reach out to the carrier to have the item returned to you (if the item was still in transit).
If you purchase Amazon's Buy Shipping and ship on time (by the ship by date indicated on the manage orders page), you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims, and they would not affect your Order Defect Rate.
Thank you for your understanding,
Roberto
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