empty box return
We had a customer then initiated a return. The reason given was " it doesn't work for me." Now we sell sinkers, so pretty sure you know what your buying when you order it. That's not the problem here. The problem is when we got the return, it was an empty box. We tried to file a safety claim, with pictures of the box on the outside and the inside. Amazon's response was you need more evidence. I don't know what they want. Its a return, there is not any weight anywhere on any of the paperwork we received or on the shipping label. Now, this box should have weighed at least 13lbs. This is what bothers me, according to amazon customer stealing our product is perfectly fine. This means the next time the same customer orders and repeats this process, there is nothing we can do. If we would cancel the order it counts against us. When people find out they can order something, file a return, then send an empty box back we are all in trouble. Not only that, we are out around 100$. The product was right, it was on time. We are out the cost of shipping plus the cost of the product. I am sure I am not the only one this has happened to. Is there anything we can do? Amazon wanted a picture of the product, not sure how to do that when the customer kept the product.
empty box return
We had a customer then initiated a return. The reason given was " it doesn't work for me." Now we sell sinkers, so pretty sure you know what your buying when you order it. That's not the problem here. The problem is when we got the return, it was an empty box. We tried to file a safety claim, with pictures of the box on the outside and the inside. Amazon's response was you need more evidence. I don't know what they want. Its a return, there is not any weight anywhere on any of the paperwork we received or on the shipping label. Now, this box should have weighed at least 13lbs. This is what bothers me, according to amazon customer stealing our product is perfectly fine. This means the next time the same customer orders and repeats this process, there is nothing we can do. If we would cancel the order it counts against us. When people find out they can order something, file a return, then send an empty box back we are all in trouble. Not only that, we are out around 100$. The product was right, it was on time. We are out the cost of shipping plus the cost of the product. I am sure I am not the only one this has happened to. Is there anything we can do? Amazon wanted a picture of the product, not sure how to do that when the customer kept the product.
75 replies
Seller_kIukTwdhvntAp
Depending on how it was returned you should be able to have either UPS or USPS verify the scanned weight from the time they sent it back to when you received it.
Submit that AND if it was USPS report the thief to the Postal Inspectors. If it was UPS or other go to the Internet Crime site and report them.
That way they get put on the radar at least if they are serial scammers.
Seller_p0BlHlpyoBzw0
I had this same thing happen to me, $100 item, Amazon is denying my SAFE T Claim for no reason. Just says this is not covered under policy.
Seller_WPSIO1iNbgAbQ
I had an empty box returned to me on Ebay. It was a book and as soon as the clerk handed it to me I know it was empty by the weight. I asked the clerk to weigh it and give me a receipt. She also initialed it. I sent a photo of the receipt to Ebay and they refunded my the money that the cutomer was suppose to have received.
Don't know if this could work on Amazon.
Seller_OMYQjr7q0xJX1
This is a real-world example of something I theorized could happen after a recent bad return experience. After an automatically-approved-by-Amazon-return, the customer (purposefully?) chose an inaccurate return code triggering my paying for the return instead of the buyer. It was their mistake in ordering an incompatible product.
Despite thorough, proactive communication in connection with a partial refund (I assessed a restocking fee), the customer didn't respond to me but instead filed an A-to-Z claim to get their return shipping covered. Amazon approved it. I filed a SAFE-T claim.
Not only did Amazon deny my SAFE-T claim and let the decision to make me pay for the return shipping stand, but the customer didn't package the return properly and it was damaged. Of course, I submitted photographic evidence of the damage and the buyer/seller communications showed full disclosure of the product details that should have avoided their mistake. To no avail.
These kinds of situations have definitely curbed my enthusiasm for the platform.
Re: "This means the next time the same customer orders and repeats this process, there is nothing we can do."
Some will frown on this but the Seller Support situation (repetition of non-responsive replies; seeming reading comprehension/language issues; and now the removal of the ability of Individual sellers to request phone calls) has become so bad in my experience that we must take proactive steps to protect ourselves as sellers: I suggest cancelling any future orders from that buyer after advising them of your intent to do so based upon their demonstrated bad faith. It is then THEIR CHOICE to place any additional orders. IMO you are then within your reasonable purvey to cancel those orders and use the reason code "Buyer cancellation." That is the only way to avoid both future nonsense from that BAD ACTOR *and* avoid negative feedback. Buyers can't leave negative feedback on an order cancelled due to "Buyer cancellation."
I think a USPS-shipped item weighing 13 pounds would have to have been shipped via Ground (since it's unlikely they used Express)? The tracking number associated with their return should show the parcel weight at the USPS site. Perhaps that info can be added to your pushback/evidence in your case.
Odd/ridiculous that Amazon is asking for a photo of the product: The issue is not damage.
Seller_G53rrrmDqxLLo
The outgoing box is weighed by the carrier, so is the incoming return. Compare both and take a web capture of BOTH and then file your claim.
Seller_xOl9BuQiOqQJf
I'm sorry to hear that man. When I read that Amazon's safety claim department needs more evidence, this came to my mind.
Seller_1Q3hNwblGUD9X
The shipping service electronic info should have the weight no matter what it is.
Seller_s7F7fMBDtix0d
With USPS (and I assume other carriers) there are "internal" scans that you cannot see on the online tracking. Perhaps a postal employee can look these up and maybe one of them will have the weight to help you prove the box was shipped empty.
Seller_z1JDNz6de1lqc
We just had one where customer returned heavily used broken $140 item claiming it must have been like that when we shipped and just like your empty box its almost impossible to fight the loss that you are going to take. This is exactly why these Amazon customers do this kinda stuff because they are allowed to get away with it. We mark and take images of all our high dollar items it helps every once in awhile. Even damaged insured item UPIC does not want to cover they will say you needed to pack item to withstand damage and they deny claims.
