Customer satisfaction is one goal many sincere sellers strive for.  Customer satisfaction equals business success.  However, this idea of customer satisfaction is often abused and indeed has become a form of stimulation for internet scams. 

The buy and switch scam is one that capitalizes on customer satisfaction.  The scammer, posing as a customer, would rip off the seller through complaints and threats of having received a product that is in bad condition.

Of the many scams perpetuated in the internet trading business, the buy and switch scam is one that is tough to quantify for many of the cases have not been reported. 

For one, it is difficult to prove that the buyer is a scammer.  The damage can indeed have occurred during transit.  Second, there is the factor of uncertainty.  Even if the seller has the product photographed in good condition or even if the shipping company is topnotch reliable in its delivery services, there could always be the exception of a poor delivery service. 

In debates over quality of goods being delivered, the intentionally wicked customer nearly always gets the upper hand in these circumstances.  For in the trading culture, the customer is always right, right?  Or is this really so?

Scam Basics

The reason this scam is pervasive is because many people take advantage of the fact that the sellers would always want to maintain good reputation in order to succeed in the business.  Complaints and negative feedbacks would stain this reputation. 

The ploy of buy and switch scam is quite easy. The basic idea of this scam is for the scammer (who poses as a normal customer) to buy the original, good-conditioned product and switch it with the same but damaged product in order to fake a complaint and get another undamaged product to replace the supposedly damaged shipment.

It victimizes the seller, who is forced to send out a good-quality product free of charge.  Basically, here’s how it works.

The Ploy

The scammer has an item that is damaged (e.g. torn, broken, stained, etc.) that is in effect, has no more value to him.  He then searches the web (e.g. eBay, Amazon, etc.) for the same item – same size, same specifications – in undamaged condition.  He bids for this item in the online auction and wins it.  He pays for it and orders it to be shipped. 

The seller then ships the undamaged item.  Upon receiving it, the scammer switches the newly delivered and undamaged product with the damaged item that he already possesses.  He stages a complaint to the seller, saying the product must have been damaged during the shipment and that, as a customer, he has the right to demand for the quality that was described during the auction.  The scammer then demands for replacement of the item or his money back. 

As this is additional cost to the seller, he tries to explain and kindly insists that he did send the product in good condition (for he really did).  However in the business of trading products, as the seller, he is responsible that the product should reach its customers in perfect conditions.  Plus, the scammer threatens to leave negative feedbacks (e.g. that the seller is auctioning broken goods, is unconcerned with his unreliable shipping service, and so on).  He insists either a replacement or a refund for the money. 

Left with no choice, the seller agrees to either send another product as replacement or refund the money. The scammer, victorious with his plot, now is in possession of two undamaged products or an undamaged product plus his money back.  In effect, he gets an undamaged product without cashing out at all.  Meanwhile the seller, being the loser in this scam, is now bereft with an undamaged product that was returned to him (that he would never be able to sell) plus was made to return the payment; or, has shipped a total of two new undamaged items for the payment of only one.  

Scam Prevention

To be in this business, the seller has to maintain good reputation.  But how can you prevent someone from accusing you of selling goods in bad condition or of being indifferent with the way the goods were delivered?

Talk to the buyer.  Confront him and take note of the details he supplies in relation to the shipment and the complaints.  Check for inconsistency.  Detect his tone.  You may not have been trained to detect sincerity and lies from people, but you certainly have the gut feeling that someone is lying or making a fool of your business if you are certain of your products and your services.  Get his information – cell phone numbers, landlines, fax numbers, email addresses, addresses, etc. – and tell him you need them to be able to get back to his complaint the soonest.  The truth is, you’re just gathering enough information to check on him. 

Talk to the shipment company.  Even before getting any complaints, check the reputation of your shipping company as you start your business.  Understand its rules and regulations, insurance coverage, actions/reactions to possible problems in the delivery.  Of all people, you must first be convinced that your shipping company is first-rate in its service and customer support. 

Talk to other sellers.  If you are certain of the quality of the product and of the quality and reliability of your shipping company, begin to doubt your buyer.  Talk to other sellers.  This is where networking with co-sellers pays off.  Ask them if they have received similar dubious complaints from buyers.  Scammers would use several contact details.  If you’re in luck, you might be able to have a match from another seller’s customer list. 

Talk to eBay, Amazon, and the authorities.  If a similar case has been experienced by another seller from the same buyer, or if you can prove the buyer is a scammer in any other way, talk to eBay, Amazon, and the authorities (e.g. Better Business Bureau, police, etc.) and report your case.  Remember, you need proofs as you report – clear photographs of the product before it was shipped, delivery/receiving report of your shipment company, etc. Even if you’re not able to prove this buyer as a scammer, blacklist him and let your co-sellers know so you can help prevent this crime.  For sure, you would not want to deal with him again. 

There are several cautious ways of doing business.  One of which is to insist on insurance so you would get your protection plus you would not directly be involved in these headaches.  But the most important of all, is to properly document your products, transactions, and list of buyers for your references and proofs, in case you need them.

Don’t let your next sale a tale of woe.  Deal your business with certainty, clarity and caution and win over these frauds.