Amazon refund for incorrect item

FirminosDentist

Hello all. I'm feeling quite worried regarding my Amazon refund and would appreciate any advice. I returned a tablet to Amazon on the 3rd of October worth £700 and yesterday I was refunded for a screen protector for 59p, which was part of the original order (2x items under the same order number). I did not send the screen protector back as I had already used it, only the tablet was packaged and returned by Royal Mail Tracked 48 - the free postal service they provided. I have called customer service a few times and each time they have said the package they received yesterday was the screen protector, not the tablet! They also sent emails saying they have looked into the case and can only refund me once I send the correct item (the tablet) back which is crazy! I think they they I'm trying to pull a scam which I'm not. To make things worse Royal Mail did not provide me with a receipt upon sending the parcel, I phoned them yesterday and they said they do not provide receipts for the Amazon returns, they just scan the code I provided and off it goes, so I can't prove what weight the item was or anything. All I have is the tracking number and a photo of the parcel leaving Royal Mail on my old Nokia phone, so the picture is quite blurry so it's hard to make out the tracking number.

I really can't afford to lose this money and I feel really stuck as I literally can't prove I sent the correct item. It's some kind of mess up their end in the returns department. Strangely the tracking on the tablet still says it's at the Royal Mail delivery office despite Amazons saying they have received the parcel yesterday with it being the screen protector. What can I do? Many thanks.

bris

Ask for the weight of the parcel delivered to them.


Amazon don't just steal peoples returns, there has to be a better explanation.

gettingtheresometime

FirminosDentist wrote: »

Hello all. I'm feeling quite worried regarding my Amazon refund and would appreciate any advice. I returned a tablet to Amazon on the 3rd of October worth £700 and yesterday I was refunded for a screen protector for 59p, which was part of the original order (2x items under the same order number). I did not send the screen protector back as I had already used it, only the tablet was packaged and returned by Royal Mail Tracked 48 - the free postal service they provided. I have called customer service a few times and each time they have said the package they received yesterday was the screen protector, not the tablet! They also sent emails saying they have looked into the case and can only refund me once I send the correct item (the tablet) back which is crazy! I think they they I'm trying to pull a scam which I'm not. To make things worse Royal Mail did not provide me with a receipt upon sending the parcel, I phoned them yesterday and they said they do not provide receipts for the Amazon returns, they just scan the code I provided and off it goes, so I can't prove what weight the item was or anything. All I have is the tracking number and a photo of the parcel leaving Royal Mail on my old Nokia phone, so the picture is quite blurry so it's hard to make out the tracking number.

I really can't afford to lose this money and I feel really stuck as I literally can't prove I sent the correct item. It's some kind of mess up their end in the returns department. Strangely the tracking on the tablet still says it's at the Royal Mail delivery office despite Amazons saying they have received the parcel yesterday with it being the screen protector. What can I do? Many thanks.

I recently send a return to Amazon using the tracked 48 hr service & I got a receipt....surely you didn't walk out of the post office without getting some sort of receipt?

FirminosDentist

unfortunately I did, they just asked me to take a photo of the parcel in case it did not arrive to prove I posted it. It was sent from a central delivery office and they have said over the phone they do not print receipts for these returns and they dont weigh it. I remember clearly the parcel was not weighed. Maybe things are done differently there than a regular post office?

Thanks for the suggestion of asking Amazon to give me the weight of the parcel they received. Do they actually weigh their returns?

I'm just hoping the refund of the screen protector is some kind of glitch and I'll get the full refund for the android asap

custardy

FirminosDentist wrote: »

Hello all. I'm feeling quite worried regarding my Amazon refund and would appreciate any advice. I returned a tablet to Amazon on the 3rd of October worth £700 and yesterday I was refunded for a screen protector for 59p, which was part of the original order (2x items under the same order number). I did not send the screen protector back as I had already used it, only the tablet was packaged and returned by Royal Mail Tracked 48 - the free postal service they provided. I have called customer service a few times and each time they have said the package they received yesterday was the screen protector, not the tablet! They also sent emails saying they have looked into the case and can only refund me once I send the correct item (the tablet) back which is crazy! I think they they I'm trying to pull a scam which I'm not. To make things worse Royal Mail did not provide me with a receipt upon sending the parcel, I phoned them yesterday and they said they do not provide receipts for the Amazon returns, they just scan the code I provided and off it goes, so I can't prove what weight the item was or anything. All I have is the tracking number and a photo of the parcel leaving Royal Mail on my old Nokia phone, so the picture is quite blurry so it's hard to make out the tracking number.

I really can't afford to lose this money and I feel really stuck as I literally can't prove I sent the correct item. It's some kind of mess up their end in the returns department. Strangely the tracking on the tablet still says it's at the Royal Mail delivery office despite Amazons saying they have received the parcel yesterday with it being the screen protector. What can I do? Many thanks.

So,go back to Amazon and request the return tracking code.
You may even find if you use a QR reader on the code you can extract the tracking number from it. (track it on RMs site,not amazon)
FYI RM can provide written proof of postage but do not have weighing facilities. A post office would have no need to weigh an Amazon return anyway.

FirminosDentist

Thanks for the reply, thankfully I do have the tracking code which the royal mail clerk quoted me but Amazon want a receipt as proof. I think I will go to the delivery office and see if I can find the clerk who served me as he may be able to write a receipt as you say.

After sleeping on it think there really must be some other explanation for this as one of you has said. Oddly the refund for the screen protector was quite a bit less than its retail price, it was thrown in for free with the android, and after first requesting the refund £3 was deducted from the total amount to cover the cost of the screen protector whixh I wasn't returning. Perhaps the extra 50p I've been credited for the screen protector has somehow evened out the refund amount but created some confusion for me and the customer service staff who now see the item as returned and refunded. Perhaps there is also a glitch which isnt updating the tracking on the android return as it still says item hasnt been recived when I think it has as something has arrived in returns yesterday which is just creating more confusion. Could this be possible? This is what I'm hoping with the android tablet still being processed in returns, maybe it's being given a more thorough checkover as it's an expensive item and the refund will appear within 14 days (by the 24).

custardy

FirminosDentist wrote: »

Thanks for the reply, thankfully I do have the tracking code which the royal mail clerk quoted me but Amazon want a receipt as proof. I think I will go to the delivery office and see if I can find the clerk who served me as he may be able to write a receipt as you say.

After sleeping on it think there really must be some other explanation for this as one of you has said. Oddly the refund for the screen protector was quite a bit less than its retail price, it was thrown in for free with the android, and after first requesting the refund £3 was deducted from the total amount to cover the cost of the screen protector whixh I wasn't returning. Perhaps the extra 50p I've been credited for the screen protector has somehow evened out the refund amount but created some confusion for me and the customer service staff who now see the item as returned and refunded. Perhaps there is also a glitch which isnt updating the tracking on the android return as it still says item hasnt been recived when I think it has as something has arrived in returns yesterday which is just creating more confusion. Could this be possible? This is what I'm hoping with the android tablet still being processed in returns, maybe it's being given a more thorough checkover as it's an expensive item and the refund will appear within 14 days (by the 24).

no chance you will get a retrospective POP.

theonlywayisup

custardy wrote: »

A post office would have no need to weigh an Amazon return anyway.

My PO always weighs Amazon returns, the weight is then printed on the Horizon POP. TBH they weigh everything and it's the very first thing they gesture (with their hands rather than a command) when you come to the front of the queue. If I'd been in the OP's position today I would be glad so perhaps won't sigh so loudly next time I'm in there!

Crazybunnehlady

Take a pic of the screen protector they've apparently had back and email it to them stating you have it, so how can it be returned?
That's where I would start, and also just send the blurry picture too as it's proof you took a photo and not you're fault your phone has a rubbish camera (well that can be debated)...

peachyprice

theonlywayisup wrote: »

My PO always weighs Amazon returns, the weight is then printed on the Horizon POP. TBH they weigh everything and it's the very first thing they gesture (with their hands rather than a command) when you come to the front of the queue. If I'd been in the OP's position today I would be glad so perhaps won't sigh so loudly next time I'm in there!

There is an option on Amazon returns to take it to a delivery office instead of a post office, which is where OP took theirs, if you take it there it doesn't get weighed just scanned on a handset and taken away.

neilmcl

peachyprice wrote: »

There is an option on Amazon returns to take it to a delivery office instead of a post office, which is where OP took theirs, if you take it there it doesn't get weighed just scanned on a handset and taken away.

You don't get a choice now, it's either a RM Delivery Office or another courier (Hermes). You don't get the option of printing your own label and taking it to a post office, and if your local delivery office doesn't offer the label printing facility you're pretty much stuffed in terms of using Royal Mail as a carrier.