Fradulent Return - buyer substituted product and returned non-working item -
I have a case of fraudulent return where buyer substituted product. The serial number of what I sent to the buyer does NOT match with the serial number of returned item.
I contacted seller support to report the buyer and they are no help.
Seller contact support asked me to file case by following this step. However, no such option as "violating returns and refund policies" exist.
If you want to report the buyer, we request you to please follow the below steps: 1. Go to Seller Central > Performance > Account Health. 2. Click Report Abuse. 3. Click on the "A buyer who is violating returns and refund policies" form is present.
When I asked for follow up, I was told the following and when I submitted a case, following the step, Amazon's response, is we don't care.
The seller support responded, to follow this steps: "Directly report these issue kindly follow below steps: 1-Go to Seller Central > Performance > Account Health. 2-Click Report Abuse. 3- Click on "An Abuse issue that is not addressed by the other topics in this menu" 4- Enter the order ID and other necessary information"
Response I got is "Thank you for your report of a suspected policy violation. We cannot take action on the report as no violation has been identified on the reported for the violation type selected."
My third follow up with seller support was met with useless response as seller support just told me to send item back to buyer.
Fradulent Return - buyer substituted product and returned non-working item -
I have a case of fraudulent return where buyer substituted product. The serial number of what I sent to the buyer does NOT match with the serial number of returned item.
I contacted seller support to report the buyer and they are no help.
Seller contact support asked me to file case by following this step. However, no such option as "violating returns and refund policies" exist.
If you want to report the buyer, we request you to please follow the below steps: 1. Go to Seller Central > Performance > Account Health. 2. Click Report Abuse. 3. Click on the "A buyer who is violating returns and refund policies" form is present.
When I asked for follow up, I was told the following and when I submitted a case, following the step, Amazon's response, is we don't care.
The seller support responded, to follow this steps: "Directly report these issue kindly follow below steps: 1-Go to Seller Central > Performance > Account Health. 2-Click Report Abuse. 3- Click on "An Abuse issue that is not addressed by the other topics in this menu" 4- Enter the order ID and other necessary information"
Response I got is "Thank you for your report of a suspected policy violation. We cannot take action on the report as no violation has been identified on the reported for the violation type selected."
My third follow up with seller support was met with useless response as seller support just told me to send item back to buyer.
3 replies
Seller_iDjATIScL1nJ8
Amazon doesn't really seem to care about taking appropriate action against abusive buyer who makes fraudulent returns as there is really no way to report them. The report abuse function has a very SMALL textbox and can't even include all information to explain. Even if you submit it, you get a response, stating this is wrong place to submit violation.
Case ID ID 15419560551
I am hoping Amazon moderator here can assist.
@SEAmod @Tatiana_Amazon
@Robin_Amazon @Cian_Amazon @Tiff_Amazon @Glenn_Amazon @Jessica @Miguel_Amazon @Cooper_Amazon @Ka_Amazon
Jurgen_Amazon
Hello @Seller_iDjATIScL1nJ8,
Thank you for contacting Amazon Forums.
I have reviewed the case ID provided, and the answer provided by Selling Partner Support is correct. Bear in mind that we cannot assume the buyer did this intentionally.
Selling Partner Support indicated to contact the buyer, however, you have not contacted them, therefore, there is no evidence confirming the fraudulent behavior.
Being said this, please follow the indications provided in the case ID 15419560551. I include them below, for your reference:
Sometimes, buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following:
- Let them know that they may have accidentally returned the wrong item.
- Ask them if they would like you to return the item to them. Inform them that they can return the correct item for a refund.
- If the buyer indicates that they would like the wrong item back, consider sending it back to them. If the buyer indicates that they received the wrong item initially, consider giving them the benefit of the doubt.
On the other hand, if after contacting the buyer they provide no answer or demonstrate a fraudulent behavior we can definitely help you, but, I reinforce, we need you to follow the process accordingly.
Regarding the option violating returns and refund policies no shown in the menu, I will take care of this and review with the team to comprehend where the discrepancy is coming from.
If you have further doubts or questions, do not hesitate in replying in this forum.
Jurgen
