A-to-z Claim granted to customer which returned different serial number, appeal also denied, help!
Dear @Christine_Amazon@Ricardo_Amazon,
Please help me with A-to-Z Guarantee claim for Order ID: 702-9397238-7623456.
The claim was granted in error, as the customer returned a heavily used Dyson V10 Animal (S/N: U8K-US-SNJ2917A) instead of the new unit we shipped (S/N: U8K-US-SNJ2918A).
Original Item Shipped: A brand new, factory-sealed Dyson V10 was shipped on July 18th, 2024 (Canpar tracking D420352470000038184001).
The returned unit was used and dirty, with a different serial number, while the rest of the accessories were unused.
We provided the customer with images on August 24th showing the mismatch between the shipped and returned units.
The customer did not return the correct item within Amazon’s 30-day return policy window.
On September 14th and 22nd, the claim was closed due to no response from the customer. It was reopened and granted on October 1st without new evidence.
We've provided Photos of the shipped and returned items with serial numbers. Tracking and communication records. Given the above, we request the claim be reversed and the $903.94 reimbursed, as the original item was never returned. Thank you for your help!
A-to-z Claim granted to customer which returned different serial number, appeal also denied, help!
Dear @Christine_Amazon@Ricardo_Amazon,
Please help me with A-to-Z Guarantee claim for Order ID: 702-9397238-7623456.
The claim was granted in error, as the customer returned a heavily used Dyson V10 Animal (S/N: U8K-US-SNJ2917A) instead of the new unit we shipped (S/N: U8K-US-SNJ2918A).
Original Item Shipped: A brand new, factory-sealed Dyson V10 was shipped on July 18th, 2024 (Canpar tracking D420352470000038184001).
The returned unit was used and dirty, with a different serial number, while the rest of the accessories were unused.
We provided the customer with images on August 24th showing the mismatch between the shipped and returned units.
The customer did not return the correct item within Amazon’s 30-day return policy window.
On September 14th and 22nd, the claim was closed due to no response from the customer. It was reopened and granted on October 1st without new evidence.
We've provided Photos of the shipped and returned items with serial numbers. Tracking and communication records. Given the above, we request the claim be reversed and the $903.94 reimbursed, as the original item was never returned. Thank you for your help!
11 replies
Seller_dotifYADa0BWY
Another fraud customer. Clearly Amazon doesn't want to address the criminal behaviour. Did you file a customer abuse report? Hopefully the mods can step in to help.
Seller_NFXUjGCtS4RaO
Just wondering if it is possible for customer to have another product of the same with a very close number of the serial #?
i.e. 2917 vs 2918
We knew some manufacturers did intentionally having different serial # on the product itself than the box, to avoid people from stealing serial # at stores and then claim warranty on their own out of warranty one.
After you received the return, did you refund any amount?
Because Amazon assumed seller has to refund no matter what reason, just that seller had the option to deduct fees as suggested from policy:
www .amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B
Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Amazon.ca error
Up to 50% of the items price
If nothing was refunded, and only images showed to customer (not sure if you had given any options to customer either), then no wonder A-to-Z grant the claim.
Sellers aren't like Amazon themselves when Amazon could refuse to refund customers, as being heard from various news and discussions from forums. Sellers had no power to do the same, because at the end Amazon took full control.
Have to play carefully to avoid A-to-Z having excuse to grant the claim even when there were obvious evidences that customer abused return policy.
Ricardo_Amazon
Hello @Seller_1idNlTUpfKbZW,
Thanks for reaching out. Can you please provide me the Case ID so I can use it as evidence in disputing this with our A-to-Z Escalations team?
Looking forward to your reply.
