@World_Volkswagen (World_Volkswagen) posted a new topic, subject "Customer bought set of 4, claims to have only received 2". It read:

   A customer bought a set of 4 floor mats for their car, and has now requested a return saying they only received the rear ones. I remember personally packing this order and know with absolute certainty that is false, as I definitely don't have any stray front mats laying around, and the package weighed the normal 11.5 lbs (the “missing” front mats are larger, so if it was rears only the package would probably only weigh 5 lbs or so). I know that people wear a hole in their drivers side front mat all the time, but the manufacturer doesn't offer them individually, so my suspicion is that they bought a new set to get the front ones and are trying to say they were missing. Am I correct in assuming that I have no real recourse here since it's basically my word against theirs?
    
    Chris

To which @Rushdie (Rushdie) replied

    The first thing, I would do, is send the buyer a pre-paid return label, wait to see what you get back and then, deduct a 50% restocking fee, **plus** the cost of return postage.
    
    > _The buyer changes their mind* about a purchase and returns a non-media item within the return window, but the seller receives the item damaged or materially different than how it was originally shipped to the buyer. (50%)_
    
    The buyer will likely file an A-to-z claim, but if you used, Amazon Buy Shipping services, you can File a reimbursement (SAFE-T) claim, for the amount of the dispute.

So @Apnea_Air_Systems (Apnea Air Assistants, Inc.) replied

    I cannot stress enough for all sellers selling their merchandise on amazon to take pictures of ALL shipments for amazon buyers. This is a haven for liars, cheaters, and thieves alike.
    
    Good luck to you

@Water_Enthusiast (Water_Enthusiast) replied

    We used to get the scam of “you only sent me one” when someone ordered multiples. Not within the past few years. I will talk about proactively trying to reduce this one of many games (it actually reduces several scams and improves customer attitudes if they have a potential issue). And I must say up front, depending upon a seller's infrastructure, the seller could have screwed up so these are not guaranteed to be a scam.
    
    First, for the packing list, we have it signed by the person processing the order saying “Packed in [insert city, state] by: ___________” so the recipient knows it came from a human that claims it was done correctly in a city in a state in USA (we pre-print all but the person's name). Personalize it. Second, anytime there is more than one of an item, we write the number and place a check mark, such as “2” plus a check. This strengthens the message to the recipient that “Tony in Anytown, Anystate, USA, claims to have personally made sure there were two of an item in this package.” It also let's you know, if that is your procedure and the number and check mark is not there, that “Tony” probably messed up (rather than a scammer).
    
    Others will post about how to research things such as shipping weight of the package. Talk about insurance claims and USPS investigations because “someone must have stolen it from your package at some point between here and you opening the package.” Others will talk about “is this worth the battle; risk assessment or cost-benefit-analysis.”

So @acuprooos8 (acuprooss08) replied

    this might be off topic, I have recently only offered x that I keep in stock and re stock as it sells one at a time, , just one item available to buy, to avoid multiple cargo in each shipping, I do take pictures of the item and I do use amazon shipping,

@Inlet_Beachcombers (Inlet_Beachcombers) replied

    I have had the same problem since we sell in lots of 3 - 5. I'm finding that the fraudulent buyers make these false claims through the messaging seller forum. When I know the person is misrepresenting the transaction, I tell them to file an A-Z Claim. The fraudulent buyers will not file a claim because they do not want Amazon to track the claims. These fraudulent buyers know that the larger businesses will just automatically send a replacement or refund the payment. Being a small, one person operation, I can not afford it, If they file an A-Z Claim, I refund 50% of transaction and then file a SAFE-T claim against the buyer. I then report the buyer to Amazon and request that Amazon investigate the buyer's messaging/sales interactions. This has been working for me but might not be for everyone. Good luck.

Then @Wiz_tiger (Wiz_tiger) said

    only weight or dimensions on shipping box (proof of delivery) can justify your point to Amazon. proof of delivery from courier service must contain weight of item sent, then justify with each unit weight in total. you will win from amazon.

Then @Rushdie (Rushdie) said

    We don't use Amazon shipping, so we can add notations directly to our labels, with Stamps.
    
    We sell multi-packs on a regular basis and in 13 years, never had a buyer claim, we short-changed them.
    
    In addition to the shipping weight check, at the bottom of each label, we add the SKU _or_ the item name, plus the quantity ordered.
    
    This not only acts as a confirmation to the buyer, but also as a double check for us, when packaging the parcels.
    
    This is an example of a 25 pack of an item, wherein the buyer purchased 3 packs:
    
    sku.jpg402×564 86 KB

To which @system (system) replied

    This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.


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