Same buyer keeps buying and returning every order of same product
I have a customer who has repeatedly purchased the same product, maybe a color change here and there, in my store 15 times in the past 2 years and keeps buying and refunding all of them. Every time they return it they state the same return issue as "won't charge" "no charge" every single one. We also received one of the returns recently to where they returned an older model that was different from the upgraded one they bought. I have reported every order and Amazon hasn't done anything and they placed 4 more orders in the last couple months and of course returned all for a refund for the same issue. What can be done about this?
This are FBA orders.
Same buyer keeps buying and returning every order of same product
I have a customer who has repeatedly purchased the same product, maybe a color change here and there, in my store 15 times in the past 2 years and keeps buying and refunding all of them. Every time they return it they state the same return issue as "won't charge" "no charge" every single one. We also received one of the returns recently to where they returned an older model that was different from the upgraded one they bought. I have reported every order and Amazon hasn't done anything and they placed 4 more orders in the last couple months and of course returned all for a refund for the same issue. What can be done about this?
This are FBA orders.
17 replies
Seller_aWrza8YvWVgM1
There really is not much you can do. You can keep reporting the buyer and Amazon might eventually do something.
Tatiana_Amazon
Hi @Seller_kJmVo19bfxRRh,
This definitely sounds like a frustrating situation and I know you said you already reached out to Seller Support for help. I wanted to check and make sure you were utilizing the process laid out in the FBA inventory reimbursement policy: Customer return claims. Particularly, for the returns where a different product was returned in place of the original product you sent.
Additionally, if you ever suspect anyone (buyer or seller) of abusive action, please report it by navigating to Performance > Account Health > Report Abuse of Amazon policies. You can prevent the evidence of the repeat returns here. If you have already reported the buyer through this channel, please share any relevant case IDs you have with me and I will help follow up on it.
Let me know if you have questions on the FBA reimbursement policy or the steps for reporting abuse. I'm happy to clarify further.
Tatiana
Seller_kJmVo19bfxRRh
That's okay! Thank you for getting back to me. The order number that caught our attention is 112-8240676-0482627 on Amazon US. They placed an order for our upgraded model and returned it. When we got it back, we noticed they returned the older version and kept the upgraded one. That is when we noticed the other 15 orders all for the same models and mainly the blue color but others as well returning all of them claiming the same issue as defective. Below are some of their previous orders. They keep buying same model and keep returning them. Looks like they were purchasing the same model and once we stopped selling that one and started with the upgraded version, they switched to buying all of those now. The new and older model look the same but the new version has upgraded features including the charging port which was changed and that is how we caught it.
Below are the recent ones of the upgraded model (BT2200-PLUS). 5 separate orders for same product in different colors returning the them all within last 4 months.
112-4561129-5388237
112-7158239-8728211
112-5475726-5920223
112-2641416-0997066
Below are some of the orders of previous older version (BT2200s) of the same headphones and more from there.
113-8518415-8965026
113-8816926-4897800
113-8519530-1433830
111-5738171-6810625
111-3430496-7931445
Tatiana_Amazon
Thank you for providing the list of orders, @Seller_kJmVo19bfxRRh. A couple of follow up questions for you:
- Have you documented the returned items with a photo that show the wear and tear and differences in the new versus old versions?
- Have you reported this via the Report Abuse link on your Account Health page, or opened any cases with seller support about this issue?
If you have reported the suspected abuse or opened any support cases, can you share those with me as well? I want to make sure I have all of the information needed. I may reach out for your photo documentation in a private case, but I'd like to see any previous cases you have opened first.
Tatiana
Seller_a3dZIXYofzccZ
I cannot find a "report abuse" button under Account Health. Where is it exactly?
Tatiana_Amazon
Hi @Seller_a3dZIXYofzccZ,
Thanks for jumping in on this thread!
You'll find the Report Abuse link just above the Customer Service Performance dashboard on the left side of your Account Health screen. It will look something like this:
This help page on reporting a violation also has the same link and more information on how to find it.
Tatiana
Seller_OybqZzU8urao0
I am having a similar issue where a buyer orders the exact same item over and over, and then either cancels the order before it's shipped (but after the order has already been processed) or returns the order after it's been shipped. The reason he gives is "order was created by mistake". I just reported this at Performance > Account Health > Report Abuse as "An abuse issue that is not addressed by the other topics in this menu."
I received an immediate response that "We cannot take action on the report as no violation has been identified on the reported (ID Number) for the violation type selected. This is very frustrating.
Seller_OybqZzU8urao0
I should add this is on orders that are fulfilled by us.
Seller_kJmVo19bfxRRh
Thank you. I do still have the product and product packaging and the LPN sticker on it. Which photos would you need? Just like the product that was returned along with the LPN sticker and then did you want one that shows what the newer version looks like to compare? I have reported buyer abuse multiple times in hopes it would get attention. I've done this on a few orders stating they are just buying and returning leaving negative feedback on the return but keeps on buying them anyways. I submitted a few of the buyer abuse cases a few below.
13514935811
13232533471
