Amazon refusing a refund over 'no signature'

skayes · 9 January 2018 at 11:04PM

Hi,
I need some help with a refund at Amazon UK. I bought an expensive book (£120) a couple of months ago and it arrived damaged from poor packaging. To cut the story short, I sent it back after informing Amazon of the issue. Since it was a marketplace item and from an overseas seller they never sent a returns label and I had to send it back using Royal Mail's International Signed and Tracked service, which cost me more than £20. After waiting some time, during which I never heard from the seller nor received a refund, I decided not to say anything to them and went straight to Amazon to file an A-Z claim.

They asked me for proof of signed delivery. I used the tracking number to get to Royal Mail's confirmation of delivery page, and sent them a copy (and also sent a copy of the certificate of posting), but since that page shows no signature, Amazon have denied the refund.

I'm very angry, because I did everything to the letter and just because they see no signature I'm £140 out of pocket through no fault of my own. Any suggestions on what I should do, if anyone has had a similar problem?

pramsay13 · 9 January 2018 at 11:36PM

Why is there no signature?
Ask Royal Mail for the signature proof.

skayes · 9 January 2018 at 11:41PM

Thanks for your reply. As it happens, I've just started looking into this after posting my question. It turns out that RM never show a signature for an International Signed/Tracked service item because after leaving the UK the item is handed over to local postal services at the destination country. That suggests that a signature may exist but it's not recorded by RM. So I'm wondering now whether to see if RM can get me a copy of the signature, or if I can find the local postal service and ask them directly. Also, I have to get this done in good time (thankfully I have until April to appeal the decision).

Has anyone else been in this situation? I would appreciate any insights.

dj1471 · 10 January 2018 at 12:01AM

Have you tried tracking the item with the postal service that delivered it? That may yield the full proof of delivery.

skayes · 10 January 2018 at 12:13AM

Yes I have just done that - thanks for the suggestion. The delivery confirmation is there but still no signature. There is however a complaints (not contact!

) page with a form for 'post acknowledgement not received'. So I've filled in the form and requested a copy of the signature. Hopefully this will get me what I need. I'll post an update here when I hear back.

skayes · 10 January 2018 at 4:23PM

Hi again,

Well, here's the first update: RM's FAQ on 'who signed for my item' mentions that:

"International Signed For® items are signed for on delivery abroad, but we are unable to confirm the delivery or the identity of the person who signed for the item."

For another international sign-for service (business), page mentions:

"Your item is tracked until it leaves the UK and only handed over at its final destination once we have a signature from the recipient. "

But the small print (footnote at bottom of the long page) says:

"However, we do not provide a copy of the signature as part of the service."

Now that feels like a gyp, because I paid for a tracked and signed service. So this means, never use International Signed-For if you want a signature confirmation, whether it's personal or for business.

I'm still hoping that the local post office at the destination country will help. Let's see.

theonlywayisup · 10 January 2018 at 5:04PM

If your A-Z appeal has failed then contact your card company and see if they will assist.

TrickyDicky101 · 10 January 2018 at 5:44PM

theonlywayisup wrote: »

If your A-Z appeal has failed then contact your card company and see if they will assist.

Help with what? I can't see the card company being interested.

victor2 · 10 January 2018 at 5:51PM

TrickyDicky101 wrote: »

Help with what? I can't see the card company being interested.

https://www.moneysupermarket.com/credit-cards/guide-to-credit-card-protection/

TrickyDicky101 · 10 January 2018 at 6:48PM

victor2 wrote: »

https://www.moneysupermarket.com/credit-cards/guide-to-credit-card-protection/

In my opinion that is unlikely to help. A chargeback will ultimately result in OP being pursued for unpaid debt. S75 does not apply as far as I can see.

RichardD1970 · 10 January 2018 at 7:15PM

skayes wrote: »

Hi,
I need some help with a refund at Amazon UK. I bought an expensive book (£120) a couple of months ago and it arrived damaged from poor packaging. To cut the story short, I sent it back after informing Amazon of the issue. Since it was a marketplace item and from an overseas seller they never sent a returns label and I had to send it back using Royal Mail's International Signed and Tracked service, which cost me more than £20. After waiting some time, during which I never heard from the seller nor received a refund, I decided not to say anything to them and went straight to Amazon to file an A-Z claim.

They asked me for proof of signed delivery. I used the tracking number to get to Royal Mail's confirmation of delivery page, and sent them a copy (and also sent a copy of the certificate of posting), but since that page shows no signature, Amazon have denied the refund.

I'm very angry, because I did everything to the letter and just because they see no signature I'm £140 out of pocket through no fault of my own. Any suggestions on what I should do, if anyone has had a similar problem?

Have you subsequently contacted the seller?

Amazon refusing a refund over 'no signature'

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