Amazon refund time?

David555

Hi all,

Does anyone know roughly how long they take to process refunds when items are returned to them?

Long story short, I bought a drone and I was sent me a different model (fulfilled by amazon). I opened up a return and the only option was a refund and to return the item via Hermes at a drop off point. Anyway, the wrong item was sent back 10 days ago and I am still awaiting for them to even process my return. I’ve emailed them and they say it can be upto 2 weeks before it gets scanned in and processed at their fulfilment centre. And then another 3-5 working days for the refund to go back on my card.

This is the first time I’ve returned a item to amazon in 10 years so just wanted to double check this is normal. When I did a bit of research it appeared some people got a refund almost instantly yet here I am 10 days later still awaiting for them to scan the parcel. The Hermes website tracking says “On its way back to the retailer” and under my amazon order history it says awaiting your return. Under the return centre it says deliveried so it’s all confusing. Amazon did confirm they’ve received it back though.

I appreciate mistakes happen but when it’s not the customers fault why should the customer have to be punished further and wait ages for the fulfilment centre to scan it in when the tracking shows they’ve received the item back over a week ago. I don’t expect compensation but further pointless delays just adds insult to injury.

Is there any regulations that say a refund/replacement must done within x amount of time when the company messes up? I wouldn’t normally worry too much but we’re talking £1400.

soolin

If your courier tracking shows as still being on it's way back to retailer I would think it has not yet been delivered, which is a worry and doesn't tie in with the statement from amazon saying they have it. Any return, and admittedly I've had very few, that I have sent to Amazon showed as delivered within the usual courier time frame. That was seperate from Amazon scanning and processing the return.

Mine showed on the courier site as delivered. Then a day or so later Amazon showed as received, and a couple of days after that it showed as refunded. I did once have to return a kindle that broke, the courier showed it as delivered but Amazon still showed it as awaiting receipt 24 hours later, I phoned Amazon and they apologised, checked their records and updated it immediately and did an immediate refund. I'd phone them again and point out they have confirmed receipt of the item and you therefore require an immediate refund, be firm but polite.

neilmcl

It depends on the reason you gave on the return. Change of mind returns tend to be on or shortly after receipt of the item. With faulty items you can get the refund pretty much straight away. I suppose the value of the item may also make a difference. I'd get on to them again, preferably by phone or chat.

shaun_from_Africa

On the few times I've returned goods to Amazon and they have provided the returns label, the refund has always been issued as soon as the shipment has been accepted & scanned by the courier company.

LilElvis

shaun_from_Africa wrote: »

On the few times I've returned goods to Amazon and they have provided the returns label, the refund has always been issued as soon as the shipment has been accepted & scanned by the courier company.

That's always been my experience too, but my returns have been either via Royal Mail or drop off at convenience store rather than Hermes.

bris

I did two refunds after Xmas, one for faulty headphones at £50 and one for a faulty mobile at £200, both refunds were processed as soon as the items were scanned at my local Hermes pickup point.


Cash was back in my account within 3 days despite neither item being back with them. So not sure how their returns work but mine was flawless and the best I have ever seen.


It is however the first returns I have ever had with them since my account was opened not long after they started selling all those years ago when it was basically a book store.

David555

Thanks all!

That’s pretty much what I thought my heart sank when the only return option given was Hermes of all companies.

Only in the return centre on amazon does it say delivered (to nazin?) and the location - - - so I highly doubt it’s actually been returned given it’s been 10 days already. Hermes actual website says on its way and under my amazon order history “Your refund will be processed when we receive your item.”

I gather Amazon just clicked on status in the return centre and see it says deliveried to nazin so they presume they have it and it’s awaiting scanning and processing in their returns fulfilment centre. But more likely Hermes have possibly lost it. Will wait it out another 4 days then their within 14 days fulfilment time has passed.

I’ll drop them another email and explain the tracking on Hermes website says on its way back to retailer still where it hasn’t changed since the 10th and also try and contact Hermes for a update to hopefully confirm if amazon actually have it back or not.

Thanks for the replies