Amazon.fr returns procedure

dagsky

Hi all, just wanted to find out if anyone has experience with returning stuff to Amazon.fr, i've returned something worth £700 by DPD and it shows as signed for by Amazon last week. When i check my account there is no information saying that they have received it,so i went on to chat but had to use google translate and they say to me we haven't got it yet, gave them the tracking number and then they say international returns take 4 weeks to process!

Having used Amazon.de and returned stuff to them they acknowledged the return within a day of getting it and the refund was done within a few days. I've had no acknowledgement from amazon.fr and it's been over a week, they didn't provide a prepaid label so i had to ship it myself with dpd, Just getting a little jumpy due to the amount involved.

RFW

Did you buy it from Amazon or a marketplace seller?

pappa_golf

perhaps they are english , but live in france?

dagsky

I'm in the UK, was an FBA item which is treated the same way as being bought from Amazon themselves, the return authorisation was generated by Amazon and the return address was Amazon France.

RFW

dagsky wrote: »

I'm in the UK, was an FBA item which is treated the same way as being bought from Amazon themselves, the return authorisation was generated by Amazon and the return address was Amazon France.

If it's signed for there won't be a problem. I'd complain that it shouldn't take so long, that might speed it up, send them a link and even a screenshot to prove delivery.

Given that you're paying for return I assume it was a change of mind rather than a fault. If it was a fault/not as described then Amazon should pay.

dagsky

yes it was a change of mind that's why i'm footing the bill. I've sent them a link with the tracking number but for some unknown reason their reply in their email to me says they have not received the item yet. Perhaps they keep thinking i am telling that i've sent it to them and they are not bothering to check the tracking info because i've just discovered that DPD seems to handover the parcel to Chronopost in France, so if i go to DPD.fr and enter my UK tracking number from DPD uk it's not recognised. Only after a bit of digging around did i find the Chronopost connection and sure enough putting in my DPD UK tracking into Chronopost works.

Perhaps the google translate i'm using to send them an email isn't exactly saying what i want to say in english!

Killua

Hi @dagsky

I know this post is old, just found it via google search. What was the outcome of this in the end? I have also returned an expensive item worth £400 to Amazon France from UK (with proof of UPS delivery), it has been 2 weeks since they have signed for it and they still have not sent me any confirmation they have received it. Also been told the same crp that it takes 4 weeks to process. I'm getting kind of worried now.

RFW

Killua wrote: »

Hi @dagsky

I know this post is old, just found it via google search. What was the outcome of this in the end? I have also returned an expensive item worth £400 to Amazon France from UK (with proof of UPS delivery), it has been 2 weeks since they have signed for it and they still have not sent me any confirmation they have received it. Also been told the same crp that it takes 4 weeks to process. I'm getting kind of worried now.

I doubt dagsky will still be posting here.

I'll ask the same question, was it from Amazon, Amazon FBA or a marketplace seller?
Have you an option to add the return tracking details to the order?
Was it a change of mind return or a problem with the item?
Did you buy it via Amazon France or on Amazon UK?
Amazon don't usually take that long processing refunds if you go via their returns process, it's usually no more than a couple of days. I can't see why Amazon Fr would be that different.

forgotmyname

I queried a faulty item returned to Amazon UK, it was not showing as received.

Left it a week or so and contacted them and they said yes it was returned and they issued the refund. My orders did not show that the item had been returned.

Killua

RFW wrote: »

I doubt dagsky will still be posting here.

I'll ask the same question, was it from Amazon, Amazon FBA or a marketplace seller?
Have you an option to add the return tracking details to the order?
Was it a change of mind return or a problem with the item?
Did you buy it via Amazon France or on Amazon UK?
Amazon don't usually take that long processing refunds if you go via their returns process, it's usually no more than a couple of days. I can't see why Amazon Fr would be that different.

Hi @RFW thanks for replying. It was purchased directly from Amazon France themself (not a 3rd party seller). I don't think there is an option to add tracking number to the order, but I have sent them via email the UPS tracking number (and direct link), and also attached a UPS confirmed shipping email. One customer service guy wrote a week ago (after I told him to bloody read the attachments):

"Hello dear customer,

Following your email, I checked your Amazon account and found that we had not yet received your package. Indeed, it is mentioned delivered to our intermediate warehouse on November 20th but was returned to our last warehouse 48 hours later.

Just to inform you, we have received the proof of delivery......."

I'm from the UK and purchased from Amazon France website. It was a change of mind but still well within the return period and still fully boxed and sealed.

EDIT: Just FYI I also used their official shipping return label they provided (not pre-paid) which had their address.

Killua

forgotmyname wrote: »

I queried a faulty item returned to Amazon UK, it was not showing as received.

Left it a week or so and contacted them and they said yes it was returned and they issued the refund. My orders did not show that the item had been returned.

I'm talking about Amazon France. I have also had good experiences with Amazon UK returns and have no complaints with them, but this French Amazon service is concerning.