Amazon automatically refunding buyer for return fraud ! ($2,000 item!)
Hey guys,
Not sure what to do about this but wondering if anyone had a similiar experience with this could guide me on what to do or if this is some new loophole that may start happening to other sellers as well and wanted to have a discussion about it.
A buyer purchased a computer graphics card from me for almost $2,000. (Seller fulfilled). They filed a return claiming that the card didn’t fit in their computer, and they needed to return it. The item returned to me had an obviously fake and altered serial plate, that was printed out on a computer, and even had the word WHITE misspelled. The serial sticker on the base of the card had also been removed and replaced , as it was peeling off, and I found a different serial sticker stuck to the interior of the box they returned it in.
I believe amazon wants you to contact the buyer in this case, which I did. Despite clear fraud, I didn’t accuse them of anything, just told them the serial does not match, that the wrong item was returned, and to get a refund, they need to send me the original item back. The buyer never replied to me but reached out to amazon , who refunded the buyer from my balance, and sent me a message that since I had received the item over 2 days ago but never refunded the buyer, amazon went ahead and refunded the buyer from my balance, nearly $2,000. This type of return fraud is pretty obvious, but it would seem this buyer knew what they were doing to some extent as they were able to get amazon to refund it.
I received a reply from amazon seller support saying the return was automatically authorized as a seller fulfilled order , and that It is ineligbile for a safe T claim, but didn't reply to my concern about the wrong item being returned and refunded automatically, or advise me on what else can be done.
I filed a ticket with amazon seller support, and also filed a safe t claim . I’m not sure if reporting this to the police, or attempting to file a lawsuit against the buyer would really do anything, especially as they live across the country from me, but as a seller who sells few items, but all high value, scary that this can happen and amazon automatically refund them . I do have photos of the original item and serial numbers. Fortunately I have not had any experiences like this until now, but not sure if anyone else has any similar experiences to share or advice on what else I should do . Thanks guys.
Amazon automatically refunding buyer for return fraud ! ($2,000 item!)
Hey guys,
Not sure what to do about this but wondering if anyone had a similiar experience with this could guide me on what to do or if this is some new loophole that may start happening to other sellers as well and wanted to have a discussion about it.
A buyer purchased a computer graphics card from me for almost $2,000. (Seller fulfilled). They filed a return claiming that the card didn’t fit in their computer, and they needed to return it. The item returned to me had an obviously fake and altered serial plate, that was printed out on a computer, and even had the word WHITE misspelled. The serial sticker on the base of the card had also been removed and replaced , as it was peeling off, and I found a different serial sticker stuck to the interior of the box they returned it in.
I believe amazon wants you to contact the buyer in this case, which I did. Despite clear fraud, I didn’t accuse them of anything, just told them the serial does not match, that the wrong item was returned, and to get a refund, they need to send me the original item back. The buyer never replied to me but reached out to amazon , who refunded the buyer from my balance, and sent me a message that since I had received the item over 2 days ago but never refunded the buyer, amazon went ahead and refunded the buyer from my balance, nearly $2,000. This type of return fraud is pretty obvious, but it would seem this buyer knew what they were doing to some extent as they were able to get amazon to refund it.
I received a reply from amazon seller support saying the return was automatically authorized as a seller fulfilled order , and that It is ineligbile for a safe T claim, but didn't reply to my concern about the wrong item being returned and refunded automatically, or advise me on what else can be done.
I filed a ticket with amazon seller support, and also filed a safe t claim . I’m not sure if reporting this to the police, or attempting to file a lawsuit against the buyer would really do anything, especially as they live across the country from me, but as a seller who sells few items, but all high value, scary that this can happen and amazon automatically refund them . I do have photos of the original item and serial numbers. Fortunately I have not had any experiences like this until now, but not sure if anyone else has any similar experiences to share or advice on what else I should do . Thanks guys.
10 replies
Seller_aV1Bh32hE0KND
Messaging the customer was the 1st (correct) step to take.
The message should've also included the serial # of the original item and the serial number # of the returned item along with photos and any additional relevant evidence such as invoice, screenshots, etc. (This is where Amz looks for proof and additional info when deciding a claim/case)
Your next step was to go to your Manage Returns page > Issue refund to access the Restocking Fee option where you would select a 100% restocking fee for materially different and upload 2 photos as proof. This would've prevented the auto-refund from going through.
Under → Issue refunds and concessions for seller-fulfilled orders, the policy clearly states:
- Important: You are required to issue a refund within two business days after you have received a return. If you do not take action regarding the refund, Amazon might refund the customer on your behalf and charge the amount to your seller account.
The response from SS is definitely confusing.
If Amazon auto-refunded, then the item would be eligible for a Safe-T claim unless the customer opened an A-z claim.
Did you receive an A-z claim check under your → Manage A-z claims page?
Did you check under your→ File a Safe-T claim page to see if the order is eligible?
What I would do is start by Messaging the Customer and in the body of the message include the original serial # and the serial # of the item returned. Attach a photo of the serial # that was sent and a photo of the serial # you received along with any additional images or documentation that will help to prove/strengthen your case (side-by-side photos are effective). Also, include a photo of the return shipping label attached to the returned packaging.
You are not doing this for the customer, as mentioned before Amz Rep will check Buyer-Seller Messaging for info, proof, and supporting documentation when deciding a claim.
If the order is not showing as eligible then → File a Safe-T Claim through the help/Support page. Make sure your previous case has been closed, filing duplicate open cases is against policy.
Make sure you follow the instructions →How to file a reimbursement (SAFE-T) claim (see #6). Let the Rep know to view Buyer-Seller Messaging. Ask them to reimburse you 100% for 'materially different' and that you have messaged the Customer to let them know that you will refund (per Amazon policy) once they have returned the correct item.
If that doesn't work come back here and we will get a Community Manager involved. Make sure to include a copy of your latest case #.
Tiff_Amazon
Hi @Seller_BR4EOHraI4aLw:
Tiff here from Amazon. I wanted to check in on this topic. It looks like @Medic provided you with very detailed tips and steps to consider for troubleshooting this order.
Have you been able to review that information? Did you make any progress over the last week or so with claims or seller support?
Please let us know if you still need any assistance.
