Possible customer scamming me? And how to prevent it.

I invented a product. You can purchase it based on your need… two, three, or four pieces. It includes one top piece, and either one, two, or three bottom pieces, depending on which one you purchased. All pieces are identical across each kit, and each individual piece is roughly $40 each, so a two piece would be 80, three piece 120, and four piece 150. We pack each set separately, verify the contents of each package, apply the ASIN label, then seal it up and send to Amazon. Two of us do the packaging… one does the initial packing, and the other follows behind to verify the contents before sealing the boxes.

A customer reached out through Amazon and said they bought a four set, but that there were only two in the box. In my world, that is physically impossible through our inventory control and QC methods. Plus we weigh each carton we ship to Amazon and the weights are never off. Everyone here knows Amazon’s system loses its mind if there is any discrepancy with package size and/or weight. A two set is five pounds, a four set is ten.

Wouldn’t most people do a return through Amazon through ‘wrong product sent’ and have it replaced? I know Amazon’s site suggests the customer reach out instead, which they did, but I just find it odd, especially with our packing system. We’ve sold hundreds of sets and never had this happen. We have a retail box version in some regular stores and have a security label on it for this very reason.

Anyway, we will send the ‘missing’ pieces to the customer when they get back to us, but to you seasoned pros… how would you prevent this going forward? We can’t be more precise with our packing methods.