Amazon refund problems - I need help!

theonlywayisup

I am getting confused, not least because you seem to be quoting yourself.

You say that PF gave you the tracking info. If you still have that, have you added it to your A-Z claim? Was there a signature for the delivery (to the seller)?

How did you pay by BT on Amazon? Do you mean debit card?

Edit, I now see (in the mix of fonts) that you paid by card.

Have you thought about contacting your card company? I will find the MSE link for you in a moment and add it here...

https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

Not tailored for your circumstances but might be helpful nonetheless.

MissConStru

Sorry, yes I am quoting bits of my previous posts for emphasis but I've only done that twice and both were clearly marked as mine.

PF gave me a screen shot of the information they had on their system and I sent that to A-Z claims but they came back with the same old email

Thank you for your response to our enquiry regarding order 204-0276522-6437910.

Unfortunately the shipping information you provided does not include signature confirmation of delivery. As a result, this is insufficient evidence of delivery to the intended recipient.

Please understand a traceable return with signature confirmation is the only way for us to absolutely verify that your merchandise has been received by the seller.

[FONT=&quot]Amazon.co.uk strives to maintain a marketplace that is fair to both buyers and sellers. Due to the fact that your return cannot be traced to the seller, your claim has been denied.

Please note that we ask that you use a trackable return method with a signature required as well as insuring the item to ensure its safe delivery.[/FONT]

[FONT=&quot]

[/FONT]
[FONT=&quot]So it seems like I've struck out again!
What I would like to know is why somebody in claims won't do me the courtesy of actually talking to me!
[/FONT]

theonlywayisup

You will only win an A-Z with a signature on receipt.

You should appeal to your card company with the proof of postage (and tracking number if you have it - not the reference you've given above).

But don't waffle. Be factual and upload any evidence you have.

Failing that (and I do apologise but I cannot read your posts easily) but where is the seller located?

MissConStru

theonlywayisup wrote: »

You should appeal to your card company with the proof of postage (and tracking number if you have it - not the reference you've given above).

Which I don't have!

theonlywayisup wrote: »

Failing that (and I do apologise but I cannot read your posts easily) but where is the seller located?

Don't laugh - China!

Thanks for trying to help, anyway. You're a mench!

theonlywayisup

MissConStru wrote: »

Which I don't have!

Don't laugh - China!

Thanks for trying to help, anyway. You're a mench!

Thankfully I'm not au fait with "mench"

Ah, that changes matters. You will find it impossible to take any action against a seller in China. Your only hopes are A-Z (which needed the signature) or a card chargeback/s75.

The way I see it (am happy for anyone else to correct me) is that your only hope now is via a chargeback on your debit card. Be prepared for a battle and ensure your evidence is clear.

theonlywayisup

As you have a reference number from PF, get back onto them before you tackle your card company and ask for the consigment/tracking ref (and take screenshots).

MissConStru

theonlywayisup wrote: »

Thankfully I'm not au fait with "mench"

It's an old Yiddish term meaning 'nice person'!

theonlywayisup wrote: »

The way I see it (am happy for anyone else to correct me) is that your only hope now is via a chargeback on your debit card. Be prepared for a battle and ensure your evidence is clear.

Thanks so much. I'll give it a go.

theonlywayisup

Good luck. Do report back.

F&L

If a seller is in China then they have to provide a UK address for a return. As Amazon store all messages between a buyer and seller, do you not have a copy in your messages that shows what this address was?

As you were supplied with a returns label, how could you have been expected to know that Amazon will only accept a return which has a signature? Whilst I would have been wary in this situation, many wouldn't have been and would have done the same as you. I would try Amazon again in that you returned the item with the label provided and PF have confirmed delivery to this address. Has the seller used a logisitics company returns address without their knowledge? XPO Logisitics may know of this seller, evidence of which would help in any chargeback claim with your card company.

RFW

OK
A few things that spring to mind.

First, did the prepaid label come via Amazon? I'm assuming it did even if the seller issued it. As a seller on Amazon I wouldn't know how to provide a return label not going through Amazon.

If that is the case then the form of delivery is irrelevant, Amazon and/or the seller chose to accept the return in that format so should just refund.

Personally I'd go back through Amazon customer service. You can get 'live help' if you click through some of the help pages. I'd be brief and simple. For example:

"Regarding order xyz. I was given a return label for this and subsequently returned it. Parcelforce have given me proof of delivery, see attached. I would like my refund according to Amazon policy."