Amazon returns

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Hi, 
I bought a thing from amazon it did not work. I contacted seller, they did not help .  I also did amazon messages to the seller saying it did not work. they replied telling me to contact some website, I did , but got no reply.
I bought another thing same but  different seller.   It works, proves the first is definitely not working. but quality not very good. 
Both items fulfilled by amazon.
Now I don't want either one of them and want to return both get my money back, but would prefer Amazon to refund the return postage because one of them did not work.  
Both came inside a simple undamaged cardboard box that I can just put them back in.

How do I go about asking for Amazon to tell me the address to send them to? and to refund the return postage? And would it then be ok to send both items back in same parcel? 
Neither of these things have a barcode for them to scan ,  Do I include a letter - maybe a print out of the order for each - and I ask in writing for a refund in enclosed letter?  
Should I send with recorded delivery ?   
Do they for example arrange collection? or send me a freepost label? 

In orders, I can click on "returns" and then item defective did not work. then what happens.? 

In any event they have a 30 day no quibble returns policy don't they?  

Just after some friendly advice on how to proceed.

Thanks

soolin

You need to open return requests for both and follow the instructions. The faulty one can be done via a ‘faulty/damaged’ case, but the change of mind one will have to be done as a change of mind return with you paying return postage. I haven’t had an Amazon return for ages, but last time I did I got an RMA code that I had to add to the package so it could be allocated when received back.

However be aware if you have used or unboxed the non faulty item then your refund can be reduced to take into account the level of use and the fact that item can no longer be sold as new. To claim the item is faulty when it isn’t would be fraud, and will just come back and haunt you at some point. 

Also be aware that if you are in the habit of returning items that Amazon may well close your account. 

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Hi thanks,
I followed the instructions, this for everyone's information

First click Return item, you get these options: (select one) 
Accidental Order
Better Price Available
Performance or quality not adequate
Incompatible or not useful for intended purpose
The item is damaged but the box or envelope is undamaged
Missed estimated delivery date
Missing parts or accessories
The item and the box are both damaged
Wrong item was sent
Item defective or doesn't work
Arrived in addition to what was ordered
No longer needed
Unauthorised purchase
Description on website was not accurate.  

You then type in 200 spaces what is wrong with the item

I now only know what happens on a couple of these. If select "item doesn't work" or "performance not adequate" you go to the next screen to select one of these options:
Refund to Amazon account (account credit) (very quick same day?)
Refund to debit card (14 days after return) 


Then you go to the next screen To choose from these options, (same options and costs for both "item doesn't work" or "performance not adequate"):
Hermes Drop off Print in store £0.00
(Your QR code will be emailed to you which you can then scan at the Print-In Store machine in your local ParcelShop. To find the nearest Hermes Drop off location where printing facilities are available, click here. Make sure you have the ‘Print label at ParcelShop’ selected when searching for the nearest Hermes Print facilities.)

Hermes drop off print at home £0.00
(You can find Hermes Parcel Shop stores near you here

Printer required – print the label at any time from Your Orders. We’ll also e-mail it to you.)

Hermes Print/Pick up at home  £0.00
(A collection will be scheduled on the next business day (Mon - Fri: 8AM – 8PM, excluding Bank Holidays). An adult must be present. Safety is always our top priority. To promote social distancing, until further notice, delivery teams will no longer enter homes to pick up packages.
Printer required – print the label at any time from Your Orders. We’ll also e-mail it to you.)

Royal mail drop off print in store  £0.00
(Your QR code will be emailed to you which can be used at Post Office locations and some Royal Mail Delivery Offices. To check if your nearest Delivery Office is able to accept your return, click here and enter your postcode. If under ‘Facilities” it states ‘Label printing service is available’, the Delivery Office can accept your return.
Upon arrival, hand your parcel to the store assistant who will print and affix a label to the parcel and then provide a receipt which will include the 11 digit reference code.)

Other Drop off printer required  £0.00
(Drop off your parcel at a time and place that suits you. We have thousands of locations, including Amazon Lockers.

Printer required – print the label at any time from Your Orders. We’ll also e-mail it to you.)

Not having a smart phone/or advanced printer technology , I did not know if the email QR code would work in the shop, for the shop to be able to print the label,  the instructions do not tell you if there is for example an 11 digit code in the email which the shop can type into their computer to be able to print the label.  I do have an old printer,  so I selected "pick up from home"  

THIS NEXT BIT IS ANNOYING because it will not let you go forward without "confirming the return".  I say more information is required at this stage, such as how can you tell the shop what your QR code is if you don't have a smart phone?  It does not tell you until after you have confirmed if you select printer option your printer must be capable of printing a barcode for scanning. They should give you an example dummy page to print to see if you think it will be ok before confirming.   

So I confirmed pick up at home and got my return label.  They also do not tell you until after you have confirmed that there is very little information given on when your pick up will be, it does not tell you that it is booked for pick up 9th September 2020, you have to assume this. They tell you it will be between 8am - 8pm but they will not estimate a time or call you before pick up. 

They also tell you they have emailed you the label but they only email a link to the label.  Now I have cancelled the return, and I have set up my printer (I think) I cannot test the barcode print (I thought I was going to be able to test with the return label they had emailed me).  To test it now, I have to do the return again to get a new label.

I have since cancelled the return to allow time to pack and get my printer working and just get ready.  If I can get it ready today before 11pm tonight it will still be picked up tomorrow  or I might change to "take it to a store" to see what the email instructions say on the QR code. 

If you have not done this before it is confusing as to whether you will have success in your chosen method.  Also it feels very rushed, once you submit commit before 11pm it will be collected next day.  from 8am,  so you could (As I was) be doing this in your bed and suddenly need everything boxed and sealed and printed ready for 8am collection.  The only life saver was for me I was doing this after midnight.  But it still did not confirm what exact day collection was to take place on.

I will update this thread again,  for the benefit of other people who want to know.

soolin

This is the page you need about returns:
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GNW5VKFXMF72FFMR

Follow the link to this which explains some of your questions:
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=G88WA5LB73F8UAUM

This bit worries me '

1. When you create a return, if a collection is the return option presented to you, confirm you want to return the items by collection. When you select Continue, you're committed to receiving a collection.'  does that mean that now you have cancelled the return you cannot reopen it?

It also states quite clearly that you need to print labels

If you click on explanation about collecting returns you get this
https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=GYTGE2BTKDQKTS6E

That page, amongst other FAQs states collections from a residential address can occur up to 9pm. 

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I copied and and pasted above exactly what it says before you submit the return.  It says you need a printer, but only after you have committed  does it say the print includes a barcode which must be scannable for collection to take place. 

I can submit a new collection, that is no problem, they say you can ignore any collection attempt on the original authorisation and book again.  

This is what it says once you have confirmed your return 

• Hermes will collect your parcel on next business day (Mon-Fri: 8 AM – 8 PM, excluding Bank Holidays), as long as the collection is booked before 11 PM local time. Please note Hermes does not offer specific time slots and will not call prior to collection.
• Print your return label and securely pack your item(s) to be returned before collection. If the item is too large to be boxed (e.g. assembled furniture), please wrap the item in another form of packaging, such as plastic wrapping. More information here. Hermes will be unable to collect the item(s) if you do not have a printed Amazon return label secured to the outside of the package. Make sure the print quality of the label is of good quality so the barcode can be scanned. Please only use this Returns label to return items mentioned on this page.
• Make sure an adult is present at the time of pickup. If you cannot be present for the collection, cancel your collection request and create another collection by going to Your Orders on your account.

My point is they should tell you this before you have booked a collection.

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Finally got my printer working, and have resubmitted for collection tomorrow which is same as original - which I cancelled. 
Print out looks good, so I am going to proceed with the collection service.   

On the "print label" page it gives you an option to "Send to a friend" It does not email a pdf file for printing, it just sends a link to Amazon webpage.

[Deleted User]

I’ve always found the amazon returns easy and straightforward and had no issues with barcodes. 

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The Hermes site said they would pick it up today between 1 and 3pm 
In the last 20 mins they changed it from "it's booked" to "we've got it" and are basically lying that it has been picked up 
"We've tried to collect your parcel today but it looks like it's already been collected. Please contact your retailer if you need any help"  
Does anyone else see the contradiction in that statement?  
Contacting Hermes now..  They theoretically still have 5 hours left to collect it, once I speak to them to complain

Hermes says they can take up to 14 days to return an item,  what happens if they lose it?

EDIT: Well That was weird... 5 mins later the van arrived and took the collection..! 

custardy

xxxxxxxx said:

The Hermes site said they would pick it up today between 1 and 3pm 
In the last 20 mins they changed it from "it's booked" to "we've got it" and are basically lying that it has been picked up 
"We've tried to collect your parcel today but it looks like it's already been collected. Please contact your retailer if you need any help"  
Does anyone else see the contradiction in that statement?  
Contacting Hermes now..  They theoretically still have 5 hours left to collect it, once I speak to them to complain

Hermes says they can take up to 14 days to return an item,  what happens if they lose it?

EDIT: Well That was weird... 5 mins later the van arrived and took the collection..! 

Complain,lying? It couild be a simple wrong selection on a pda or the driver knew they were nearby and just took it off their system in readiness. your contact is with Amazon anyway.
you need to understand how couriers work and how ad hoc collections can be hit and miss especially if you arent a regular collection.

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I mentioned it to driver he knew nothing about it.  
Please remember I was waiting for the van all day. I was going to be in anyway working from home - but I was thinking from the point of view of someone who had other things to do.  Eventually I was told pick up between 12 and 3pm,  waited and kept updating the page but no change then at around 3pm it gave that update.  I was then thinking the van was obviously not going to come and then thinking, how many times will I have to re-book & re-book until they actually come to collect the item. 

Of course that statement is a lie,
"We've tried to collect your parcel" - No you haven't because I have been sitting by the window all day. 
"but it looks like it has already been collected"  How is that possible? and Why not send the van round as promised to collect it?  

After the driver took the item I then wondered if he was going to steal it, maybe "he logged it as not available then takes the item then he denies taking it" ???    Because 30 mins after it was scanned and collected it could no longer be tracked on Hermes, I just got no search results for either tracking number (Amazon gave me a 13 digit one & the driver gave me an 8 digit one).  

I have a further update to this process, which I found interesting.  Amazon says they will take up to 14 days to refund after they have received the item, ok, that's a very long time to issue a refund, but whatever, I can wait.  Amazon's alternative is to choose to receive a credit to your Amazon account.  There is a bit of arm wrestling going on here to persuade people to take a credit rather than a refund.  

As I was a little worried the driver was going to steal the item, so I asked Amazon chat "What happens if Hermes loses the parcel?"  his answer was essentially "Hermes will not lose the parcel" not very reassuring, considering the Hermes website was essentially saying "We don't have your parcel and we have closed "the track and trace event.""

The interesting thing is Amazon said 24 hours afterwards "we have issued your refund and it will credit in 5 - 7 days" I thought they must have the parcel, but Amazon orders and returns still show it as "in transit" and Hermes now allowed the track and trace on both numbers  and showed it as "in transit".  So this tells me Amazon takes responsibility for the return (in the case of a faulty product anyway) from the point of collection and issue an immediate refund.  THAT is interesting.