Amazon - no refund, item missing

robclark74

couriervanman said:

Here we go again

Does this get brought up on here frequently? Sorry, I've joined today purely to try and get some guidance on this. I've had a quick look on the forums

couriervanman

robclark74 said:

NBLondon said:

Why was it returned by Royal Mail?   As opposed to asking Amazon for return labels?

When you process the refund through Amazon, you can select Royal Mail. I think you get deducted £3.99 from the refund. You then get emailed a QR code, package it up and take it to the Post Office. I have a proof of postage from them which shows the weight etc, which is consistent with the item sent back.

£3.99 for a phone worth £999 it should be about £8.55 according to royal mail website which includes insurance.......i take it you have no insurance 

cymruchris

couriervanman said:

robclark74 said:

NBLondon said:

Why was it returned by Royal Mail?   As opposed to asking Amazon for return labels?

When you process the refund through Amazon, you can select Royal Mail. I think you get deducted £3.99 from the refund. You then get emailed a QR code, package it up and take it to the Post Office. I have a proof of postage from them which shows the weight etc, which is consistent with the item sent back.

£3.99 for a phone worth £999 it should be about £8.55 according to royal mail website which includes insurance.......i take it you have no insurance 

When you do an Amazon return - they charge you a certain fee towards the postage if it's not a faulty item - you don't get the choice of what cover you want etc etc - It's Amazon's decision. 

If the proof of postage shows the correct weight - then whatever they received must have been that same weight? If it was only accessories - wouldn't it weigh somewhat lighter?

Just for clarification - when you said you returned it in unopened Amazon packaging - do you mean you received your parcel - didn't open it - and sent it straight back? If that's the case - why wouldn't you have opened it to check the contents before sending it back?

couriervanman

cymruchris said:

couriervanman said:

robclark74 said:

NBLondon said:

Why was it returned by Royal Mail?   As opposed to asking Amazon for return labels?

When you process the refund through Amazon, you can select Royal Mail. I think you get deducted £3.99 from the refund. You then get emailed a QR code, package it up and take it to the Post Office. I have a proof of postage from them which shows the weight etc, which is consistent with the item sent back.

£3.99 for a phone worth £999 it should be about £8.55 according to royal mail website which includes insurance.......i take it you have no insurance 

When you do an Amazon return - they charge you a certain fee towards the postage if it's not a faulty item - you don't get the choice of what cover you want etc etc - It's Amazon's decision. 

If the proof of postage shows the correct weight - then whatever they received must have been that same weight? If it was only accessories - wouldn't it weigh somewhat lighter?

Just for clarification - when you said you returned it in unopened Amazon packaging - do you mean you received your parcel - didn't open it - and sent it straight back? If that's the case - why wouldn't you have opened it to check the contents before sending it back?

There is no way I would send a £1000 phone back with no insurance even if Amazon only sent  a basic return label

cymruchris

couriervanman said:

cymruchris said:

couriervanman said:

robclark74 said:

NBLondon said:

Why was it returned by Royal Mail?   As opposed to asking Amazon for return labels?

When you process the refund through Amazon, you can select Royal Mail. I think you get deducted £3.99 from the refund. You then get emailed a QR code, package it up and take it to the Post Office. I have a proof of postage from them which shows the weight etc, which is consistent with the item sent back.

£3.99 for a phone worth £999 it should be about £8.55 according to royal mail website which includes insurance.......i take it you have no insurance 

When you do an Amazon return - they charge you a certain fee towards the postage if it's not a faulty item - you don't get the choice of what cover you want etc etc - It's Amazon's decision. 

If the proof of postage shows the correct weight - then whatever they received must have been that same weight? If it was only accessories - wouldn't it weigh somewhat lighter?

Just for clarification - when you said you returned it in unopened Amazon packaging - do you mean you received your parcel - didn't open it - and sent it straight back? If that's the case - why wouldn't you have opened it to check the contents before sending it back?

There is no way I would send a £1000 phone back with no insurance even if Amazon only sent  a basic return label

As it's Amazon paying RM - I imagine they've done a deal - although you might only pay £3 - I'm sure they'll have negotiated some kind of cover, and it may be that Amazon only charges you a contribution of the cost - we don't know. It's Amazon that's taking responsibility for the transit of your return, not you. In this case though it's not the transit that's the issue, rather the contents. 

couriervanman

cymruchris said:

couriervanman said:

cymruchris said:

couriervanman said:

robclark74 said:

NBLondon said:

Why was it returned by Royal Mail?   As opposed to asking Amazon for return labels?

When you process the refund through Amazon, you can select Royal Mail. I think you get deducted £3.99 from the refund. You then get emailed a QR code, package it up and take it to the Post Office. I have a proof of postage from them which shows the weight etc, which is consistent with the item sent back.

£3.99 for a phone worth £999 it should be about £8.55 according to royal mail website which includes insurance.......i take it you have no insurance 

When you do an Amazon return - they charge you a certain fee towards the postage if it's not a faulty item - you don't get the choice of what cover you want etc etc - It's Amazon's decision. 

If the proof of postage shows the correct weight - then whatever they received must have been that same weight? If it was only accessories - wouldn't it weigh somewhat lighter?

Just for clarification - when you said you returned it in unopened Amazon packaging - do you mean you received your parcel - didn't open it - and sent it straight back? If that's the case - why wouldn't you have opened it to check the contents before sending it back?

There is no way I would send a £1000 phone back with no insurance even if Amazon only sent  a basic return label

As it's Amazon paying RM - I imagine they've done a deal - although you might only pay £3 - I'm sure they'll have negotiated some kind of cover, and it may be that Amazon only charges you a contribution of the cost - we don't know. It's Amazon that's taking responsibility for the transit of your return, not you. In this case though it's not the transit that's the issue, rather the contents. 

So your saying the op is covered for the loss

robclark74

I've asked Amazon this question at several points of the communication. And they have not even acknowledged it as a point, as well as not acknowledging my request for any kind of proof of the condition of the packaging when it was received at Amazon. It's almost like I haven't even asked them the question.

Somebody advised me yesterday to go to my credit card company and they have a disputes team that would deal with it, so hopefully they have more joy with Amazon than I've had. It's Amazon's blunt refusal to even look at this properly which has surprised me, which lead me to ask the question on this forum. I'll have to see what happens with the dispute review and then see what options we have from there but it seems my options with Amazon now seem fairly limited

cymruchris

couriervanman said:

cymruchris said:

couriervanman said:

cymruchris said:

couriervanman said:

robclark74 said:

NBLondon said:

Why was it returned by Royal Mail?   As opposed to asking Amazon for return labels?

When you process the refund through Amazon, you can select Royal Mail. I think you get deducted £3.99 from the refund. You then get emailed a QR code, package it up and take it to the Post Office. I have a proof of postage from them which shows the weight etc, which is consistent with the item sent back.

£3.99 for a phone worth £999 it should be about £8.55 according to royal mail website which includes insurance.......i take it you have no insurance 

When you do an Amazon return - they charge you a certain fee towards the postage if it's not a faulty item - you don't get the choice of what cover you want etc etc - It's Amazon's decision. 

If the proof of postage shows the correct weight - then whatever they received must have been that same weight? If it was only accessories - wouldn't it weigh somewhat lighter?

Just for clarification - when you said you returned it in unopened Amazon packaging - do you mean you received your parcel - didn't open it - and sent it straight back? If that's the case - why wouldn't you have opened it to check the contents before sending it back?

There is no way I would send a £1000 phone back with no insurance even if Amazon only sent  a basic return label

As it's Amazon paying RM - I imagine they've done a deal - although you might only pay £3 - I'm sure they'll have negotiated some kind of cover, and it may be that Amazon only charges you a contribution of the cost - we don't know. It's Amazon that's taking responsibility for the transit of your return, not you. In this case though it's not the transit that's the issue, rather the contents. 

So your saying the op is covered for the loss

For total loss in transit yes - the OP's case is a little different in that they have received the package - but the package doesn't contain what the OP claimed it did. 

cymruchris

robclark74 said:

I've asked Amazon this question at several points of the communication. And they have not even acknowledged it as a point, as well as not acknowledging my request for any kind of proof of the condition of the packaging when it was received at Amazon. It's almost like I haven't even asked them the question.

Somebody advised me yesterday to go to my credit card company and they have a disputes team that would deal with it, so hopefully they have more joy with Amazon than I've had. It's Amazon's blunt refusal to even look at this properly which has surprised me, which lead me to ask the question on this forum. I'll have to see what happens with the dispute review and then see what options we have from there but it seems my options with Amazon now seem fairly limited

Not sure you saw my previous question - did you return your parcel unopened? Why didn't you open it and check the contents before returning it?

robclark74

cymruchris said:

robclark74 said:

I've asked Amazon this question at several points of the communication. And they have not even acknowledged it as a point, as well as not acknowledging my request for any kind of proof of the condition of the packaging when it was received at Amazon. It's almost like I haven't even asked them the question.

Somebody advised me yesterday to go to my credit card company and they have a disputes team that would deal with it, so hopefully they have more joy with Amazon than I've had. It's Amazon's blunt refusal to even look at this properly which has surprised me, which lead me to ask the question on this forum. I'll have to see what happens with the dispute review and then see what options we have from there but it seems my options with Amazon now seem fairly limited

Not sure you saw my previous question - did you return your parcel unopened? Why didn't you open it and check the contents before returning it?

Yes, thought I'd replied. No idea why I didn't check it really. Just thought it would be better from packaging perspective if it was still in the original packaging