We received a return request 5 days ago for a very expensive electronic item we sold.

The buyer's return reason was: "Missing parts or accessories"

Their return comment was: "No cable or mount was including, completely unusable"

I am an FBM seller and we document everything before and during the packing/shipping process. I pull the photos and footage from the order, I personally packed this order. The missing pieces the buyer claims were not included were indeed sent.

No biggie, I messaged them saying the power cable and mounting hardware were wrapped in seperate pieces of bubble wrap and are in the package.

They responsed with this: "I checked everywhere this is all I received"

Today the return gets back to us and the power cable and mounts are missing.

I then take a harder look at the main unit, I noticed some discoloration that does not match the photos we took during the packing process, some minor marks on the body, but nothing too major. Then I noticed the serial number sticker has been tampered with (the corner of the sticker has been lifted). I boot the unit up and check the e-serial number that is stored internally and accessed in the boot menu, it does not match the sticker or any unit we have every taken into inventory.

The buyer swapped their old and non-functional unit with ours. This is a blantant attempted to defraud/deceive us by swapping the serial number sticker from the unit we shipped to them onto a broken unit, then returning the broken unit to us.

I have charged them a 100% restocking fee, notified them of the descrepency, and informed them they can send the original unit and all accesories back for a full refund.

I would appreciate a mods help in seeing that this case is elevated and our account be protected in the event of negative feedback, an A-Z claim, or a chargeback.

Order ID: 111-2805402-5502662