FBA發(fā)貨，買家收到貨與我們產品不一樣

美國買家收到貨，發(fā)消息并評價說收到產品完全不是我們產品，根據買家發(fā)消息中圖片確實不是我們產品，比我們低個檔次。注：FBA配送物流，不是我們自己配送，我們目前只做FBA。? ?前提買家上圖產品不可能是我們的。例如張三家只賣轎車（即100%賣轎車），然后李四說從張三家買到面包車。
? ?疑問如下：

? 1，亞馬遜FBA倉庫有弄錯的可能嗎？即把別家產品當成我們的產品來處理？
? 2，買家是否存在惡意行為？

請高手指點如何處理？（有些信息用？？？？代替請理解）

? 已開CASE聯(lián)系亞馬遜物流，官方回復，沒任何實質幫助。

貼上買家第一次消息：
Hi, I placed an order 114-4388599-658？？？？, of some ？？？？ ????, brown. and I received other shoes of different brand. those shoes are not what they show in the description of the product. I want my money back or that you change my product. and cover the cost of return.


我們回復：
Dear sir, Thank you for choosing our product. We were shocked after receiving your picture, which is totally not our products. Your picture shows the material of lining & insole are PU material , but ours are pig split( pig leather). And also our logo and US size were printed on the insole. All of our products were shipped by FBA(Fulfillment by Amazon). I'm afraid that it mixed up with other's. If not,Could you double check it with the Amazon. Many thanks. Please don't be hesitate to contact us if you have any questions.?

Best & Regards

？？？？

剛買家又回復：
Hi, Hello, already verify. It really is not what I ordered. If the order was sent wrong by AmAZON, you as sellers must claim this error. decide whether to refund a part of the money or return the package.