Forum

Buyer problems
 

I sold a new sealed black phone on amazon and the buyer who purchased this phone emailed me saying the serial number from the back of the box is suppose to be white and that its ATT locked.
All of this is not true because the phone is clearly written Black on the back and I checked the serial number from a website for the 'unlock' status.
Anyway I asked him to return it because I sold it for the 'lowest price' and I know for sure I can sell it to someone else. But now this buyer is saying I HAVE to ship him another phone that 'matches the ad' ie Brand new phone black color with factory unlock!
Even if I had another phone I would nevr ship to this guy again! All his assumptions of 'wrong item' were made based solely on serial number and he admitted he never actually opened the box.
What should I do because I know the phone I sent him is correctly described a s Black/Factory unlocked.

Re: Buyer problems
 

Sounds like you're about to get a switched phone.. One thats locked and utterly useless.

Sounds like a scam written all over it.

Re: Buyer problems
 

This.

Its pretty obvious to see what the buyer is setting up here.

Re: Buyer problems
 

What can I do at this point, report it to amazon?
Also if I don't re-ship or refund him he is going to leave negative feedback either way.

Re: Buyer problems
 

Amazon will require a return for a refund. Once you get it go from that point.

Re: Buyer problems
 

But this buyer didnt ask for refund at this point only an exchange. So if the phone returned is not the original one ...im stuck

Re: Buyer problems
 

You can easily appeal the negative feedback. I've gotten a bunch of negatives for stuff out of my control and I've always had the feedback overturned. I normally just do it through AMZ Chat, easy.

I say wait for the return, check your product thoroughly, making sure it was never opened or altered, refund, and move on.

Re: Buyer problems
 

Correct but what other options do you have?

Re: Buyer problems
 

yeah thats correct at this point it seems like im just going to have to refund him whatever he sends back and hopefully contact cs and see if they can remove any feedback if he leaves

Re: Buyer problems
 

Well, if you can prove he returns junk, SOMETIMES, amazon will protect you.

Re: Buyer problems
 

I am sorry to say that... but this is a scammer, and be prepared to loose your phone and your money. Ask buyer to send the item back, then carefully check serial numbers and the item itself. If it is switched - bad news, money lost. If not switched - just refund the buyer and ban him.

Re: Buyer problems
 

Hi,
yes but how do I ban him...i dont think amz allows it

Re: Buyer problems
 

Next time before you said anything to the buyer problem. Ask them the confirm the ESN/IMEI/Serial number that buyer received first.

If I'm ship out the phone, I will take a picture of the ESN/IMEI/Serial number of the phone sit on top the packaging slip that show buyer shipping address and order number.

You can take down the list. Email buyer ask buyer to return for full refund cause you are out of stock and don't have any replacement at this time. When you have no replacement buyer have no other way but send that one back for refund. Record the video when you open the return package from buyer.

Re: Buyer problems
 

Not always. If buyer open A-Z and proof that you ship the wrong item. Buyer don't need to return the item to get refund. At least this happen to me and when I appeal the A-Z claim they told me that. Even in A-Z claim I sent buyer a prepaid shipping label to send item back but he didn't.

Re: Buyer problems
 

Amazon can be brutal on sellers at times.

Re: Buyer problems
 

You are not obliged to offer an exchange.

Send him polite email explaining this, request that he returns the phone immediately if he does not want to keep it. Say you will then refund the phone once its returned if the ESN/IMEI/Serial number match the shipping document with your shipper as your shipper insists the goods are verified by them due to theft etc. May or may not work, depends if he does this sort of a thing for a living

Re: Buyer problems
 

Id say to shake him up a bit.

You said you can see that the serial is still unlocked or whatever.

Tell him you intend on letting amazon know in case the serials were switched and that you will have the manufacturer shut the phone down/brick it to avoid theft or whatever issues will arise. This way, if he swaps it, he wont gain anything. And if he actually sends it back, you should be able to unbrick it by the same means.

If its a newer smart phone, this should be easy to do.

Re: Buyer problems
 

As I suspected this guy did switch the phone! I got a totally different phone today. Also he made a complaint to amz that the phone he got was 'inauthentic'. I got an email from seller performance today warning that thy would remove my selling privileges if any more 'complaints' came.
This is serious and I am considering filing a police report.
What should I say to amz regarding this false 'inauthentic' complaint from this scammer.

Re: Buyer problems
 

File the police report then get amazon on the phone asap about the swap.
The longer you wait the worse it will get

Also call the carrier to brick the phone and tell them that you have an investigation in place for the swindler in question.

Also, let the buyer know you are forwarding their information to the police and amazon (You should post the police station closest to the buyer to show him you are legit in this)

Re: Buyer problems
 

But whatt should I say to amz regarding this false 'inauthentic' complaint...

Re: Buyer problems
 

I agree with BigCJ, file a police report and have the phone bricked...screw this scammer.

Re: Buyer problems
 

Just tell them the true. Did you record a video when you open the box?