US RETURN FRAUDS
We have been receiving more and more fraudulent returns as of late, and even when we warn the customers that we have a re-stocking fee if the item is not in good condition upon return, they simply open an A-Z and Amazon always sides with them.
Is there a way that we can provide Amazon with pictures of the items returned? Sometimes it's old items that don't even fit the serial code on the box, other times they return us gross vacuums that have clearly been used.
Does any experienced seller have to deal with such returns? They claim I cannot open SAFE-T claims for these orders, after 10 years of selling experience I had hoped Amazon would listen to us.
We have had Amazon refund over 800$USD on one order, even if we warned the customer that a used vacuum would have restocking fees.
US RETURN FRAUDS
We have been receiving more and more fraudulent returns as of late, and even when we warn the customers that we have a re-stocking fee if the item is not in good condition upon return, they simply open an A-Z and Amazon always sides with them.
Is there a way that we can provide Amazon with pictures of the items returned? Sometimes it's old items that don't even fit the serial code on the box, other times they return us gross vacuums that have clearly been used.
Does any experienced seller have to deal with such returns? They claim I cannot open SAFE-T claims for these orders, after 10 years of selling experience I had hoped Amazon would listen to us.
We have had Amazon refund over 800$USD on one order, even if we warned the customer that a used vacuum would have restocking fees.
6 replies
Seller_7LrAV0m5llaI7
This is the Canadian seller forums, the Canadian marketplace does not have SAFE-T Claims.
You may have better luck on the US Seller Forums.
Seller_bm5w5t2XibbG3
You are right many fraud customers are in Canada also who file the Fake Claims always. Once the Parcel is received to them they file A To Z claim and Amazon is giving decision always in there favor only. No support to seller. We also lost $800 dollar stock due to this Farud Claim and our ODR also effected.
Amazon must change his policy of granting the A to Z Claim other wise its difficult to sale on amazon
Lucre_Amzn
Hello @Seller_tsSwrJCNEEJjv
Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.
I understand your question about A to Z claims and how to manage those from buyers who return products in poor conditions.
As @Seller_7LrAV0m5llaI7mentioned, our recommendation is to direct your question to the US forums if you're experiencing this issue in the US store. Thank you for this @Seller_7LrAV0m5llaI7!
Please open your forum through the link below:
https://sellercentral.amazon.com/seller-forums
If you have any additional question, please let me know.
Regards,
Lucre_Amazon
Seller_rV9pPNGDqQ9kP
Only thing I'm not clear on sir is how much restocking are you charging. At 20% or above you are required to attach photos to support your claim for US orders from Canada. For Canadian orders it doesn't force you but you better be able to back it up. I take videos even of my opening of the package if I am suspicious or it's high value. Always I take pictures if I am charging anywhere near 20% or more. I quote the amazon restocking policy, however I usually only charge half of that, especially if the customer is honest with the return reason and everything is intact even if not perfect. I think when a customer is worried they are going to be charged 20% or even 50% and gearing for a fight and you only charge 10-15%, they usually are relieved and don't complain. There are a few that expect everything free of course. I have had customers send me other sellers cheaper version of what I sell but before I take photos etc I message them and let them know I think they made a mistake. Usually they fess up was their fault and we compromise on 50% before I do that. I offer to let them return the correct item at their cost and they can send back the original, but usually they don't want to spend the money, and likely want to keep my better version of the product anyway, lol. I had one guy who was annoyed he had to pay for the return label. So I sent him a prepaid. He sent me back a pair of really nice boots by mistake worth more than what I sold him. He sent me back the correct item at his cost and I deducted the shipping cost of the boots back to him. He was so appreciative of my honesty he covered the cost and left me great feedback, and that was a customer I thought was going the other way from the beginning. lol I had another guy accidentally send me back a really nice car battery charger that was probably worth double my product. But to ship back and forth to BC again was not worth it, so I just gave him a full refund and kept the charger. Sometimes it's just about how you approach customers, always assume "an honest mistake" even when your certain its not. Never accuse, just state facts and send a picture if required of what you got beside what you should have got back. Usually works out ok. If you take an accusatory tone you will set your self up to fail in two cases. A person who made an honest mistake will be rightful angry and respond as such. Those who truly were dishonest will fight tooth and nail as the honest person would. Either is not a good thing to deal with.
