How Do You Like This One? re- customer removed serial numbers
Amazon's published return policy states that items with their serial numbers removed or defaced cannot be returned.
Apparently that doesn't matter. I submitted a reimbursement request for a unit from which the buyer had cut the serial number off. Here's the response I received to my request: "Please be informed that Amazon does not accept responsibility, or reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of Amazon policies, "
How Do You Like This One? re- customer removed serial numbers
Amazon's published return policy states that items with their serial numbers removed or defaced cannot be returned.
Apparently that doesn't matter. I submitted a reimbursement request for a unit from which the buyer had cut the serial number off. Here's the response I received to my request: "Please be informed that Amazon does not accept responsibility, or reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of Amazon policies, "
15 replies
Seller_GYBivd6QH6hzX
Yeah, we've encountered this multiple times, and with the same result even after repeated cases referencing the published policies.
Unfortunately AMZ and its customers are increasingly exempt from published AMZ policies.
Tatiana_Amazon
Hi @Seller_fES06yRlGgMc4,
Tatiana from Amazon here. Can you tell me a bit more about your order? Was it shipped FBA or merchant fulfilled? If it was shipped via merchant fulfillment, did you file for reimbursement through the Safe-T claim process? I just want to get a more of a feel for what may have happened with this order.
Additionally, can you provide me with the order ID and any associated case IDs you have with this reimbursement request? That way I can get a bit more context that way as well.
Tatiana
Seller_z1JDNz6de1lqc
It seems Amazon does this more on items as value increases cheap items under $50 no issues but once they gent into the hundreds Amazon starts claiming they are not responsible which is opposite of policy. Amazon is not going to cover damages caused by their customer nor are they going to take the funds back and charge customer. Basically sends clear message to customers that it is o to cut off serial numbers.
Seller_aQELpSUQi3699
You have the option of filing a police report in your city and buyers city. For Possible stolen item being sent to you. Post master General is another option if Post Office delivery was made. Just the attention they will get should stop them in the future.
Seller_qMgi7qxvEo7f1
Customer fault issues. I got one yesterday.
Customer gave me a wrong address, or maybe his mailman made a mistake. His order got returned. Did contact him. He said the address is right. I gave him a several options for solution, and did wait what he say, maybe if he wants to refund instead. Nope, he filed an A-to-Z against me. He got his money back. Appealed, because of the metrics, but the Appeal didn't even had a file attaching option. Hey Amazon going to say I'm right, if they blocked me to send proof of shipping and proof of return? They are not going to. Seller Service told me that everything is fine and the "investigators" decide about the A-to-Z. How? They don't have the proof...
For comparison, the other marketplace has a file attachment option. Sent them a photo about a shipped envelope. They approved it, they even had a human, writing a long message, saying some nice words. I was shocked by the difference. Why Amazon can't do that? :-/
Seller_t62CBQtzPH5of
Ha! I had a customer send back a non-functioning unit that had a serial number proving it was not one I shipped into FBA. I literally sent in photos of every single serial number of every unit I had shipped into FBA. They rejected reimbursement on grounds that the object returned was "materially identical." I appealed to the Jeff address and the employee from the executive team just parroted what the original seller non-support person had said--item materially the same. That's right, they just gave the green light to thieves and con artists to steal as much as they like, so long as they have an old or busted unit they can send back instead. Is it any wonder you search for many items and they are no longer offered on Amazon? You just get a page full of vaguely related Chinese junk instead. I have personally discontinued or passed over many products that should be profitable, because they simply aren't safe to sell on Amazon in the current environment.
