Hello everyone,

I wanted to share a recent experience we had with a customer that raises some important questions about handling claims and potential scams on platforms like Amazon.

Situation Overview:

An individual reached out to us via our official email, claiming to have ordered a product 441 days ago. The individual stated that he ordered Item X but received Item Y instead. After such a long time, he suddenly realized that the item was incorrect, despite the fact that both the Amazon order details and the official hard copy of the product clearly show the details of Item Y. So bascially he ordered Item Y and now he wants item X for free. I am not calling this individual a customer because I don't think this is the actual buyer. I have seen the actual buyer (Same account) buy multiple items over the period of last 3 years and this individual didn't know about the multiple orders. And any queries lead to the individual claiming he needs the information from a father figure and takes a day to reply.

Investigation Findings:

Upon investigating the matter, we discovered several key points:

1. The customer provided an incorrect order number.

2. He was unsure how many different items he had ordered from us through Amazon.

3. The order number he provided was for a product ordered less than 6 months ago.

4. We supplied the customer with the correct order number and detailed product information, confirming that the order details matched the product he received.

5. The customer shared pictures, but still insisted he ordered something different, for which he has no proof—no screenshots from the Amazon app, no confirmation emails, or any documentation.

Customer's Demands:

The customer is now requesting an upgrade to another product or refund and we can see he is using ChatGPT to draft structured emails threatening to file A to Z claims or escalate the issue to Dubai consumer rights and other legal authorities.

Our Position:

We always support our customers and if there is any mistake requiring any correction. We go over and beyond to make the customer happy. However this is clear case of fraud and we are not overly concerned about this case, as it appears the customer is attempting to scam us. However, he has not provided a contact number or any further information about the order, leaving us with just his email address. We had asked for the contact number, so the manager can contact him to explain the situation and bring about a fair and peaceful resolution to this concern

Seeking Advice:

We want to prevent situations where customers order Item X and, after a year, return claiming they ordered Item Y, despite all order details, packing slips, SKUs, and ASINs matching the shipped product.

Questions for the Community:

- How can we effectively handle such threats as a business on Amazon and through other channels?

- What steps can we take to protect ourselves from fraudulent claims like this in the future?

I appreciate any insights or experiences you can share!