Problem filing an Amazon A-Z claim

Tealblue

Not sure if this is the right place to post this, but hopefully the Board Guide will move if necessary (thank you!).

At the end of July, I ordered various items from Amazon sellers based in China. In each case I opted for the cheapest seller, confident that Amazon would refund if the items didn't arrive or were defective.

All the 'due by' dates have now passed. Where items have not arrived (mainly but not exclusively from 'new' sellers with little or no feedback at the time I ordered - but plenty of negative feedback now from other disappointed purchasers), I have contacted the seller and given them plenty of time to respond.

I am trying to file A-Z claims, but when I attempt to do so, the only grounds currently available are 'defective items' and a warning: 'Please be aware that filing a claim for the wrong reason may result in your claim being denied. Choose the claim reason that most accurately reflects your issue with the delivery or condition of the item. Disabled reasons will become available shortly after the seller's advertised delivery window.'

How long before Amazon gives buyers the option to tick the 'didn't arrive' reason? Does anyone know, please - and is there any way to contact CS at Amazon to complain about not being able to file a complaint(!)?

theonlywayisup

I don't know about timescales on when it will allow you to file an 'not received' claim, but have you tired talking to Amazon livechat and asking them to open a claim for you? I've done that in the past.

Tealblue

Thank you - not sure I even knew Amazon had livechat, so that sounds a very good idea!

LadyDee

Just find your order under My Account, click on more details, then on the right hand side you'll see the necessary button to claim a refund.

I did this yesterday and my refund was automatically processed within seconds.

Tealblue

LadyDee wrote: »

Just find your order under My Account, click on more details, then on the right hand side you'll see the necessary button to claim a refund.

I did this yesterday and my refund was automatically processed within seconds.

Very many thanks, but unfortunately that doesn't work when the item has already been marked as dispatched.

Apparently the 'didn't arrive' option doesn't show up until several days after the due date has passed, so I am told that all I need to do is wait a little longer and I can then indicate that is the reason for filing an A-Z claim.

LadyDee

Tealblue wrote: »

Very many thanks, but unfortunately that doesn't work when the item has already been marked as dispatched.

Apparently the 'didn't arrive' option doesn't show up until several days after the due date has passed, so I am told that all I need to do is wait a little longer and I can then indicate that is the reason for filing an A-Z claim.

That's right - I think it's a month after dispatched date. I think my item was marked as dispatched on 21st August and I could put in the claim to Amazon after 21st September. I did that on 22nd and refund was automatic.