The customer requested the return of 2 units but only returned 1
The customer ordered 2 units of an item, and we sent both units in a single box. The customer requested a return, claiming to have received only 1 unit. However, we sent both units to the customer.
I filed a SAFE-T request, which was denied, and seller support informed me that the reason given is not covered by Amazon's service. We use the "Amazon's Buy Shipping" service precisely to have "protection" against this type of disloyal customer, and Amazon refuses to refund us or investigate the case. We sent both units to the customer, but he returned only one unit, claiming that he had not received both units, and Amazon automatically applied a full refund to him.
What should I do in this case? I don't know how to appeal.
Thank you,
Isabelle
The customer requested the return of 2 units but only returned 1
The customer ordered 2 units of an item, and we sent both units in a single box. The customer requested a return, claiming to have received only 1 unit. However, we sent both units to the customer.
I filed a SAFE-T request, which was denied, and seller support informed me that the reason given is not covered by Amazon's service. We use the "Amazon's Buy Shipping" service precisely to have "protection" against this type of disloyal customer, and Amazon refuses to refund us or investigate the case. We sent both units to the customer, but he returned only one unit, claiming that he had not received both units, and Amazon automatically applied a full refund to him.
What should I do in this case? I don't know how to appeal.
Thank you,
Isabelle
7 replies
Xander_Amazon
Hi @Seller_gS4XccbJzZpj0! I'm Xander, thanks for coming to the Forums. If you suspect buyer abuse, I'd highly recommend leaving a paper trail by reporting them. In addition, I've seen some sellers take photos prior to shipping, that would be a good practice to add to a case.
Let me know if you still want someone to look into it, since it has been a few weeks.
Seller_uegrw9t4BikOA
The only option you have here on Amazon for getting reimbursed is the Safe-T Claim which you said you have already used. It's a hearsay issue if you say you sent 2 and buyer says that only 1 was sent Amazon is always going to choose the buyer over seller because we are disposable children in Amazon's eyes even though they call us "partners". You can report the buyer but that won't reimburse you but hopefully will remove that buyer account but the problems is they will just open up another account.
