I need your help. This customer claimed I shipped the wrong item (I’m sure I didn’t). Another item was sent out, she then opened another request to say it’s the wrong item.
What should I do?
If this happened and you still sent the correct item, compare the tracking numbers and packaging details to check for any mix-up or warehouse error. Also, request the customer to send product pictures to confirm whether the mistake was on your end or due to a warehouse shipping issue.
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Just ask them to return it for a refund. If the correct item was sent and Amazon charged the return label to you, raise a Safe-T claim stating that the customer used the wrong return reason to get a free returns label.
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Get the item returned and inspect it.
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When I ask for pictures she mentioned now that she didn’t receive the item. UPS shows delivery, what is next?
I will ask for a picture and let them know to return the item.
In this situation, it’s best to stay calm and handle it professionally to protect your account. First, double-check your inventory and order history to make sure there’s no chance of a mix-up. If you’re confident both items sent were correct, respond to the customer through Buyer-Seller Messaging politely and ask for clear photos of what they received, including the packaging and any labels. This helps create a paper trail and may reveal if they’re trying to manipulate the system. If the customer opens an A-to-Z claim, submit your evidence, including order details, tracking, and communication to Amazon to support your case.
If you fulfill through FBA, contact Seller Support to explain the situation, as Amazon may handle the refund and take responsibility.