Defective item purchased on Amazon

FindMyWayBack

Hi,
I would be grateful for suggestions.
I purchased a defective item from a seller, and it was fulfilled through Amazon. I communicated with the seller, and sent a photo of the problem. They said I can request a refund through amazon, the option isn't there to do so. 
I wanted to ring Amazon but they are not available during the Covid situation.
The chat bot just directed me back to 'request a return' I can't return the item due to no explanation on how to from the seller, cost of return etc. etc. being in the sheilded group it would have to be collected anyway as I can't visit a post office.
I cannot make progresses with the seller, or the website...... any suggestions please?

the_lunatic_is_in_my_head

If the item was fulfilled by Amazon then Amazon handle the return through their normal return flow, there shouldn't be any cost if you state the item is defective.

For me every order with Amazon has a button to return the item going back to the middle of February, when did you place the order?   

DCFC79

And as for it being a collection, just ask a neighbour to drop it off at the post office or a family member.

FindMyWayBack

This issue now resolved, thanks for the comments

theonlywayisup

FindMyWayBack said:

This issue now resolved, thanks for the comments

May be helpful for others in a similar situation to hear how your issue was resolved.....

FindMyWayBack

I used translate to understand what the seller sent me in a message, and followed the directions on Amazon through the return procedure. Once you have started it it becomes clear how it works, BUT this is not stated beforehand.
Previously I have handled it with a phone call.