Order returned with damaged and used unit

Amazon Seller Support – QuestionsCategory: QuestionsOrder returned with damaged and used unit
Katrina Yu asked 4 years ago

Hi Seller Support,
We have removed a customer’s return from Amazon FBA warehouse recently and we just received the return shipment today. We opened the box and found out that there are many damages on the main unit and some parts were missing in the box. We checked the serial number of the damaged return unit with our manufacturer today and realized the unit is not our original brand new unit that we sold to the customer but it was used and was not sold by us because the registration shows the returned unit has been registered more than two years ago on Dec. 27, 2017. However, we looked at the customer‘s original purchase record, customer placed his order a month ago on March 24, 2020 and shipped by Amazon on March 26, 2020. Please see the customer order information below.
Overall, we won’t accept this return with a damaged and two years old used unit. Please help us to find out the solution and we would like to request the reimbursement for this return. We can provide more evidence for this return by picture and registration record if needed.
SKU #: Autel Maxisys Elite Diagnostic Tool
Order ID: 111-7899052-5301025