Faulty item returned, retailer won't refund bank refuses to get involved

[Deleted User]

adameter said:

Its also unclear about whats happening .

Two pages into this thread, on this we definitely agree. 

One thing is for sure though, approaching your Bank for a refund after being rejected for one by the retailer is a frustrating experience that  will ultimately gain you nothing. 

You need to be chasing Amazon for a full explanation as to why they are not returning your item and exactly why they are not refunding. Until you get that, no one here can help you any further...

LilElvis

adameter said:

Manxman_in_exile said:

Well the OP's posted seven times here: no-one is any the wiser as to what has actually happened and they've chosen not to answer all the questions asked.  Why waste more time?

Rude, I actually have answered all I could at the time, not everyone is at their pc 24/7 I just checked now notice the most recent questions were asked at 8.15 which I logged in to answer.

What I am thinking has happened is staff are working from home and likely overworked, the response I got was from a member of staff direct not from the disputes team and was missing images but was from their real email.

I phoned up and person told me they weren't sure as no notes on file, said they assumed it meant Amazon marketplace but would check with member of staff then put me on hold, came back and said it was because Amazon had internal dispute team, I asked on here, then rang back and was told by disputes team it was a different disputes team and would phone me today, get email today saying Amazon isn't the supplier and passes money on to supplier.

Amazon provided label to go back to their distribution centre.

It was unclear reason for not returning, they said its damaged so they can't return it.

Its also unclear about whats happening all I can make out is they say distribution centre passes messages onto returns team so I am getting third hand information, fourth if you count CS themselves.

It looks as though it was an item fulfilled by Amazon - in other words sold by a 3rd party but stored in, and shipped directly from, Amazon's warehouse. The item would then be returned via Amazon - I have just such a return waiting for me to take it for posting.

adameter

LilElvis said:

adameter said:

Manxman_in_exile said:

Well the OP's posted seven times here: no-one is any the wiser as to what has actually happened and they've chosen not to answer all the questions asked.  Why waste more time?

Rude, I actually have answered all I could at the time, not everyone is at their pc 24/7 I just checked now notice the most recent questions were asked at 8.15 which I logged in to answer.

What I am thinking has happened is staff are working from home and likely overworked, the response I got was from a member of staff direct not from the disputes team and was missing images but was from their real email.

I phoned up and person told me they weren't sure as no notes on file, said they assumed it meant Amazon marketplace but would check with member of staff then put me on hold, came back and said it was because Amazon had internal dispute team, I asked on here, then rang back and was told by disputes team it was a different disputes team and would phone me today, get email today saying Amazon isn't the supplier and passes money on to supplier.

Amazon provided label to go back to their distribution centre.

It was unclear reason for not returning, they said its damaged so they can't return it.

Its also unclear about whats happening all I can make out is they say distribution centre passes messages onto returns team so I am getting third hand information, fourth if you count CS themselves.

It looks as though it was an item fulfilled by Amazon - in other words sold by a 3rd party but stored in, and shipped directly from, Amazon's warehouse. The item would then be returned via Amazon - I have just such a return waiting for me to take it for posting.

No, I am aware myself of fulfilled by as have purchased things like that in the past, it tells you the sellers name and then "fulfilled by" as it was electrical I wanted Amazon direct.

Spoke to bank again today and what I have been told is they were going to put it through but "back office" whatever that means informed the front staff that as its a return Mastercard(debit card) won't let them raise it they can only do it for an item that hasn't arrived.

Seems to be different than what I read online so im confused.

Still trying to get hold of Amazon again.

DoaM

They are (probably) wrong ... MasterCard will have most of the same chargeback codes as Visa use. I'm fairly sure one of the codes covers your scenario.

[Deleted User]

DoaM said:

They are (probably) wrong ... MasterCard will have most of the same chargeback codes as Visa use. I'm fairly sure one of the codes covers your scenario.

The fact remains that Amazon can (and will) contest any Chargeback in the circumstance described. The Op needs to be chasing Amazon alone for a solution to the seeming impasse. 

the_lunatic_is_in_my_head

Moneyineptitude said:

DoaM said:

They are (probably) wrong ... MasterCard will have most of the same chargeback codes as Visa use. I'm fairly sure one of the codes covers your scenario.

The fact remains that Amazon can (and will) contest any Chargeback in the circumstance described. The Op needs to be chasing Amazon alone for a solution to the seeming impasse. 

The retailer can contest the chargeback but that doesn't mean the card provider will automatically side with Amazon. 

Amazon CS is typically overseas and can be a nightmare to deal with if the answer isn't on the script.

As noted it is rare for Amazon to say no refund, OP have a look on CEO email and email the managing director's office, they should give you a more coherent response.

born_again

I'm not a mastercard expert.
But Mastercard have a chargeback right for Faulty goods. 
OP really needs to speak to his banks dispute team. NOT the front line call center. Yes we work form home at the moment. If you are not getting through to the disputes team, then raise a complaint that they are not helping you. That should get some action.

But please OP post a link to the item.