Amazon return, they claim they dont have it

zeddyput

I returned 2 items over 2 weeks ago, got a instant refund for one and had to wait for the refund on 2nd.

Eventually I contacted them and am going around in circles as they pretty much say the same thing i.e they checked with returns department who say they don't have it so unless I return it by a certain date I will be charged for the item I got a refund for.

I keep responding confirming the tracking number which shows when it was organised, the reference, the date collected, that it was out for delivery(both items same courier) and the dates but they are not being helpful and just repeat the same email pretty much word for word with a few changes i.e saying "as we said in a previous email"

What is next step because as far as I am concerned they have stolen my money, I know thats not technically true but they are refusing to help.

wealdroam

Who arranged the courier, you or Amazon?
If Amazon sent the courier to you then your responsibility ends on passing the goods to their courier.

Did the courier give you a receipt for the packages when they were collected?
Not that that matters too much if tracking shows as delivered.

Who are you dealing with, Amazon uk or a marketplace seller?

bazzyb

zeddyput wrote: »

I keep responding confirming the tracking number which shows when it was organised, the reference, the date collected, that it was out for delivery(both items same courier)

If the last tracking information you have is "out for delivery" then it sounds like Amazon are correct and it hasn't actually been delivered to them. You need to take it up with the courier you used if there is no "delivered" scan.

zeddyput

It was amazon organised and the courier says it has been delivered it just doesnt show correct on the system, and amazon say that because returns department says it hasnt arrived they cant refund.

bazzyb

If Amazon organised the courier then it's for them to sort out whether or not it's been received.