Customer's SHOCKING Claim: Wrong Size Sent?! I Have PROOF I Nailed the Order! EMERGENCY: Solve This Chaos NOW!
The customer ordered my product and says she ordered the larger size. I checked the order and confirmed I sent the correct item. She requested a replacement through Amazon, and they approved it without verifying the details (shocking I know). The replacement will be the same item I originally sent. Should I cancel the replacement order? I tried filing a Safe-T Claim, but I can’t do that until I issue a refund. What’s the best way to handle this?
Thank you.
Customer's SHOCKING Claim: Wrong Size Sent?! I Have PROOF I Nailed the Order! EMERGENCY: Solve This Chaos NOW!
The customer ordered my product and says she ordered the larger size. I checked the order and confirmed I sent the correct item. She requested a replacement through Amazon, and they approved it without verifying the details (shocking I know). The replacement will be the same item I originally sent. Should I cancel the replacement order? I tried filing a Safe-T Claim, but I can’t do that until I issue a refund. What’s the best way to handle this?
Thank you.
27 replies
Seller_OvL8C4BJWiuS9
You can cancel the replacement order, but it will affect your metrics. You can tell her that you sent what she ordered, and she needs to return the original and order again as you will not be honoring the replacement (this, however, will open you up for negative feedback and/or an A-Z claim).
Seller_8sP6ffckcRn6v
If you have an EMERGENCY
[Moderator Edit: removed inappropriate commentary]
Joey_Amazon
Hey @Seller_DQXnZ1n99fuJY,
Thank you for posting here at the Seller Forums!
When you have a moment please share the Order ID associated with this case.
Seller_4HsL3GZbyDLea
We run into this all the time. Kind of a conundrum. We sell mechanical parts. There are morons buying the wrong items all the time because they do not understand technical specs and lingo. We usually first try to contact the customer. If this works and we can start a conversation we can solve the issue 100% before it happens a second time. If we can't contact the customer then we have to assess the costs involved in sending a second, getting another return of both items, etc. It is a horrible situation compounded by the absolute ignorant arrogance of Amazon because Amazon is allowing customers to opt out of third party seller communications. With simple communication these issues can be solved.
This is yet another situation where Amazon creates a problem and then blocks the sellers from implementing solutions and this of course allows the problems to snowball.
Seller_qluwK9F9Tvr7e
This happens to us at least a few times a week, people always order the wrong size/model and then hit us with 1 star reviews saying we sent the wrong size/it doesn't fit.
Amazon needs to stop those useless reviews and give an option for sellers to handle replacements/returns. Amazon does a horrible job at processing returns/replacement that cause even further damage.
Seller_5PVnrPSumFtgg
Happens to us all the time. Customers order the wrong product, they receive it and then they blame us the seller. Amazon should NOT ALLOW customers to ask for replacement orders on FBM orders. It should always be Return for Refund and have the customer place a new order.
Seller_zinnr9HADdMb2
Not trying to be rude but move on, ignore this issue and sell sell sell! We get this all of the time and if you fight each one you will go out of business just wasting your time on these. Sell sell sell and price these issues into your retail selling price and again, sell sell sell ;) If it gets to such a point where you cannot at least make 15%+ net profit then stop selling these products. Well, this is what we do and have done now for over 15 years and it works well to continue to make profit on our products and I know its very discouraging to have to deal with but it will drive you crazy if you try to fight these. You will not win in the end. Spend your time on selling and coming up with new products to sell on Amazon. Sell sell sell!
Seller_2srXkS44rN39i
I know some places have CCTV over the fullfillment area and when a customer claims "you sent me the wrong item", they pull the footage and show them putting the correct item in the box and placing their label on it.
Kind of hard to argue with that one....
Seller_yEfeXUgbiZiro
I would ask for a picture of the size of the shirt we sent. Also, cancel the order.
Seller_Cbbw1N0SBbA1p
Hey there!
Just out of curiosity - did you manufacture the item sold or did you buy it from a wholesaler and put graphics on the item?
Asking because if it was a product you purchased from a wholesaler, their sizing may not always be correct. There are times where they will have the wrong tags on items or literally sew the wrong pieces together.
Of course, the other issue is that customers frequently buy similar items and request returns on the wrong items from their order causing problems just like this.
