Buyer wants to return a book because the Amazon photo is not the same as mine, but I included the photo of my item in the description
Oftentimes, a publisher will sell a book with different covers. Sometimes Amazon's main photo of the listing is not the same as mine. In that case, i always include a photo of my specific book. It is exactly the same book, just with a different cover.
I have a customer who wants to return a book with the reason as "Book does not match the website photo." The photo I included is the photo of the book I sold, but not the main photo of the book on the website now.
This is a rare and expensive book, over $400. I talked to the buyer. I suspect he just wanted to read this very rare book for free. His original complaint was that the book wasn't leather, but I pointed out that I did not say it was leather in my description, only that it was hard bound. I notice he dropped that point in his cancel reason.
It was listed as "like new, not even been cracked open". If, as I suspect, he read the book, that description is no longer accurate, and the book lost value.
Is there a way to challenge the return reason? The book did match the description and photo.
Can I at least flag him as a problem buyer, and potential scam artist?
Buyer wants to return a book because the Amazon photo is not the same as mine, but I included the photo of my item in the description
Oftentimes, a publisher will sell a book with different covers. Sometimes Amazon's main photo of the listing is not the same as mine. In that case, i always include a photo of my specific book. It is exactly the same book, just with a different cover.
I have a customer who wants to return a book with the reason as "Book does not match the website photo." The photo I included is the photo of the book I sold, but not the main photo of the book on the website now.
This is a rare and expensive book, over $400. I talked to the buyer. I suspect he just wanted to read this very rare book for free. His original complaint was that the book wasn't leather, but I pointed out that I did not say it was leather in my description, only that it was hard bound. I notice he dropped that point in his cancel reason.
It was listed as "like new, not even been cracked open". If, as I suspect, he read the book, that description is no longer accurate, and the book lost value.
Is there a way to challenge the return reason? The book did match the description and photo.
Can I at least flag him as a problem buyer, and potential scam artist?
0 replies
Seller_XSqPquQH4FvW1
Nothing you can do. Tell them to make sure the book is well packed. In addition to putting a photo on your description, you can say "different cover art" or whatever to draw their attention to it.
Although, make sure the photo that showed next to your listing is actually the photo you uploaded. I had a bizarre case recently where someone returned a little golden book because they were looking for a different cover number. After arguing with them on the phone for 15 min, I looked at my listing and found that Amazon's page illus. was next to my listing instead of my own picture! I might add that these people only had the book for a few hours, but threw away the plastic wrapping & cardboard reinforcement, and shoved this $125 book back in the bubble mailer with no packing at all.
Can't make this stuff up.
Seller_roNdLQpqbVoOH
It's possible that you were featured in the Buy Box at the time of this customer's purchase, in which case your image would not have been displayed.
This is a major flaw in Amazon's system that they do not seem inclined to fix.
It's also one reason I prefer NOT holding the Buy Box. I want buyers to SEE what they're getting.
There have been cases discussed here in which sellers have prevailed when a buyer has changed their story on the return reason.
But, if I'm understanding your post correctly, you had an actual on-the-phone conversation with him and that's where he mentioned the "leather" complaint? If so, then there is no "official" record of that (unless you referenced it in later correspondence with him and Amazon chooses to take that into consideration in your appeal).
And I would definitely appeal this. Amazon can access your listing to verify that your own image was there. "Book does not match the website photo" should be a black & white issue. It matches or it doesn't.
If you were not in the Buy Box, your image would have been displayed next to your listing. (I would hope @Seller_XSqPquQH4FvW1's odd tale is a very rare occurrence.)
If you were in the Buy Box, only Amazon is responsible for your image NOT being displayed.
I would not go down without a fight on this one.
I think there is a link somewhere (maybe others know) to do this, but I would not hold out any hope of efficacy in doing so. Amazon's belief is that while there may be "problem sellers," there are no "problem buyers."
Seller_LyYw7fQRKc5G7
A buyer may return for any reason. Including the sky is purple.
You may, or may not, have the ability to charge a restocking fee.
Seller_V5l9UBkHDQEjb
just part of the game. you're going to get dumber return reasons than this. People also buy a ton of stuff just to randomly return stuff later like its a game.
Seller_aNsixtdBpnLRG
While we do not sell printed materials we DO have the same issue with multiple sellers on listings and Amazon states it is their AI that decides what the buyer will see and if the listing gets changed by the 'original' lister then that has its own issues.
Seller_PtRGEJiStRDor
It doesn't sound like scam, buyer got different cover than advertised and doesn't want it.
#1 Buyers dont always look at the photo you added, if its the featured offer they just click add to cart and will never even know.
#2 Buyer has right to return because of this. Always contact buyer before shipping with photo of book to make sure they know. 1/2 the time they will never read that either.
Suggestions I have used that worked.
#3 Offer partial discount to buyer to keep book 5-15%
#4 If return is still wanted, mention there is a restocking fee if book is damaged and to ship it back in the same or similar box. Sometimes the mention of a restocking fee will put them off.
if that doesn't work...
#5 If book comes back in same shape.. remit full refund.
#6 Make your own listing with your own book photo.
Seller_WKQcxV8GJk5T7
NOPE, You will have to suck it up as a Bad Experience and change your picture, because if you don't you will be getting more & more returns!
