What would you do with a customer message like this?

Sell On Amazon Order Management, Shipping, Feedback & Returns
1

I don’t sell used item and this looks like a scam to me. Your thoughts?

Hello. I purchased this phone from you and it arrived in what was very clearly a used and returned product. The charging cable was dirty and unravelled in the box. The phone did not have the brand new screen protective seal and the plastic wrap to hold the charging cable was missing. The box also looked pretty opened and taped back up. I have images of this. Amazon advised that I could attempt to contact you to resolve this as my daughter needs a phone for emergencies.

Upon attempting to even set the phone up. Some of the features also do not worm such as WhatsApp. Email and even some settings. As I am working and do not have time to return this. I would like to receive a partial refund for a used and partially defective item. I would like a £40 refund. I also have images of how the box was received and of the charging cable if you would like to view them.

2

Assuming this was FBM, “Dear customer, it appears that you have confused us with another seller as the phone we sold you was brand new and unopened. Please check through your orders and contact the correct seller for resolution of your issue”

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3

It may happen if your Inventory is Commingled. Check on Manage Inventory if your listing has an FNSKU(it’s a code that begins with X00, if it does, it is not a commingled inventory. Then that buyer’s claim is impossible to happen if the products you sent to FBA are all in new condition and not commingled.

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4

I hate this crap. Had this before. I don’t have time to do X you must give a refund. My answer is always, please Send Back in original packaging and we will check it against the photograph & serial we took. This normally works.

5

Thanks! I have done that.

6

Deffo a scammer. If you sold this FBA, just click no response needed. The worst is if this is FBM you have to do it otherwise Amazon will do it.

7

I get back other seller’s inventory on occasion from removal orders, so Amazon does in error send the wrong seller’s inventory to buyers. This could have happened, too.

8

Yes, that’s why you will need to have an FNSKU if you don’t want your items to get mixed with other sellers’.

9

All my inventory has FNSKUs. That’s how I know they returned someone else’s inventory, and that could be what happened to the original poster. Amazon messes up often.