Amazon Warehouse rant (semi solved)

cymruchris

Mauldor said:

1st email 
Hello,

We are writing to let you know that the credit or debit card issuing bank has raised a dispute regarding the transaction below.

To help us resolve this matter, please reply to this email and explain the reason for disputing this charge.

Please see the transaction details below.

If you believe that an unauthorized party may have accessed your account to place this order, please contact account-alert@amazon.co.uk. An account specialist will investigate and take any necessary actions.

If you want to cancel or withdraw the dispute, please contact your card issuer.

If you authorized this transaction, your card issuer has withdrawn the funds and we therefore still require payment for the order. We can charge any valid card that is registered to your account. To pay for the order, please reply to this email with the following:

1. The last two digits of the card that you want us to charge, along with type of card and expiration date. For your security, do not send full card numbers by email.
2. All the order numbers you would like to repay now

We cannot charge any cards not registered to your account. To add a card, visit Your Account  and click Payment options.

 You can also use any gift card balance you have in your account to pay for this order.

Please note that you might receive more than one notification email regarding this order and any other disputed orders.

You can authorize repayment for any or all disputed orders in a single response. To do so, just include the order number of the other dispute notifications in your reply. You do not need to reply to the other emails if you choose this option.

If you returned the merchandise, please send us the tracking information.

In the future, we recommend you to reach out to our customer service department or file an A-to-z Guarantee claim to resolve any issues related to purchases before contacting your credit card company. For more information, visit the "A-to-Z Guarantee" section of our Help pages  The charges you dispute with your credit card issuer are no longer eligible for the A-to-Z Guarantee. This is to prevent duplicate refunds.

2nd email:

Hello,

We received your email. We are currently working with your card issuer to resolve this dispute.

Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If you need more information or wish to cancel any disputes, please contact your card issuer.

---
George

Account Specialist

Ok - so did you reply with the relevant information they've asked for?

You could also speak to one of their agents to say you'd received an email in reference your refund, following the fact you'd started a chargeback as the refund you had been waiting for didn't appear to be forthcoming, but you'd be happy to call your bank and withdraw the chargeback request if they could expedite the investigation into why you hadn't been refunded yet. 

They want paying for the original item - as it's not yet been processed as a successful return.

At this moment in time - you owe them money (although it doesn't seem right).

Once they have processed your return - you will get your refund (assuming you've not sent back a brick in a box or something similar). 

Mauldor

The weird thing is that I bought a printer from warehouse, I returned it and as it had not been processed withint the 14 days, they started a refund. Only this one item for some reason is been held back - I suspect as its sitting in the warehouse and not been checked but why should I have to suffer. I understand I could have posted a brick back. 

cymruchris

Mauldor said:

The weird thing is that I bought a printer from warehouse, I returned it and as it had not been processed withint the 14 days, they started a refund. Only this one item for some reason is been held back - I suspect as its sitting in the warehouse and not been checked but why should I have to suffer. I understand I could have posted a brick back. 

I imagine it will be linked to produce category. Some things are higher risk than others - generally phones/laptops/tablets have to go through more checks than you returning a flannel or a rubbish bin. 

So did you reply to their emails?

Have you engaged with them?

Try not to come over as angry (even if you are) - by trying to positively resolve it, you might get to keep your account (even though they shouldn't really take this long in the first place to issue your refund.)

Mauldor

cymruchris said:

Mauldor said:

The weird thing is that I bought a printer from warehouse, I returned it and as it had not been processed withint the 14 days, they started a refund. Only this one item for some reason is been held back - I suspect as its sitting in the warehouse and not been checked but why should I have to suffer. I understand I could have posted a brick back. 

I imagine it will be linked to produce category. Some things are higher risk than others - generally phones/laptops/tablets have to go through more checks than you returning a flannel or a rubbish bin. 

So did you reply to their emails?

Have you engaged with them?

Try not to come over as angry (even if you are) - by trying to positively resolve it, you might get to keep your account (even though they shouldn't really take this long in the first place to issue your refund.)

No matter who I speak to and even though it says Item received - they keep quoting I have to wait until 1st Jan 2023. I asked then at what stage in the process this return was, they keep saying it has been received by the warehouse but until it is processed, nothing more can be done. 

I just checked the email from the bank and I can see that while they investiagte this matter - they refturn the money and should it not been sucessfull - they will take the money back out but give me 21 days noticed before any money is taken.

If amazon process the return, do they accept the chargeback? You are right it is now very murky ground.

cymruchris

If in your position - (and it's your decision on what you do) - I would withdraw the chargeback and email amazon putting in writing something along the lines of (in reply to their big email):

Dear Amazon

Having been frustrated at the time taken to receive my refund, I initiated a chargeback, as I had returned my item and been incredibly patient, but felt very let down. Following your email below, and having spoken to your agents who have assured me that I have to wait until the 1st of January 2023 for my refund, I have now withdrawn the chargeback with my bank. I would very much appreciate if you could expedite the refund, as having waited several weeks already, this isn't the Amazon experience I'm used to. My original tracking information as requested is as follows: 'XYZ1234567890' delivered by Royal Mail to your distribution centre on the Xth of November 2021 (Obvs fill in the correct details). I want to work with you to resolve the situation as quickly as possible, so if there's any other information you need, please get in touch with me.

Regards

You.


But remember you're working with automated systems. humans in call centres in another part of the world who are only following given scripts, and other such challenges, so it's still a risk as to what happens next whatever you choose to do. Realistically, you went in with your chargeback too early, but it is what it is. 

Mauldor

cymruchris said:

If in your position - (and it's your decision on what you do) - I would withdraw the chargeback and email amazon putting in writing something along the lines of (in reply to their big email):

Dear Amazon

Having been frustrated at the time taken to receive my refund, I initiated a chargeback, as I had returned my item and been incredibly patient, but felt very let down. Following your email below, and having spoken to your agents who have assured me that I have to wait until the 1st of January 2023 for my refund, I have now withdrawn the chargeback with my bank. I would very much appreciate if you could expedite the refund, as having waited several weeks already, this isn't the Amazon experience I'm used to. My original tracking information as requested is as follows: 'XYZ1234567890' delivered by Royal Mail to your distribution centre on the Xth of November 2021 (Obvs fill in the correct details). I want to work with you to resolve the situation as quickly as possible, so if there's any other information you need, please get in touch with me.

Regards

You.


But remember you're working with automated systems. humans in call centres in another part of the world who are only following given scripts, and other such challenges, so it's still a risk as to what happens next whatever you choose to do. Realistically, you went in with your chargeback too early, but it is what it is. 

Done- many thanks for all your help (better than Amazon managed) and hopefully my story can serve to help someone else who may come across this matter in the future. 

cymruchris

Mauldor said:

cymruchris said:

If in your position - (and it's your decision on what you do) - I would withdraw the chargeback and email amazon putting in writing something along the lines of (in reply to their big email):

Dear Amazon

Having been frustrated at the time taken to receive my refund, I initiated a chargeback, as I had returned my item and been incredibly patient, but felt very let down. Following your email below, and having spoken to your agents who have assured me that I have to wait until the 1st of January 2023 for my refund, I have now withdrawn the chargeback with my bank. I would very much appreciate if you could expedite the refund, as having waited several weeks already, this isn't the Amazon experience I'm used to. My original tracking information as requested is as follows: 'XYZ1234567890' delivered by Royal Mail to your distribution centre on the Xth of November 2021 (Obvs fill in the correct details). I want to work with you to resolve the situation as quickly as possible, so if there's any other information you need, please get in touch with me.

Regards

You.


But remember you're working with automated systems. humans in call centres in another part of the world who are only following given scripts, and other such challenges, so it's still a risk as to what happens next whatever you choose to do. Realistically, you went in with your chargeback too early, but it is what it is. 

Done- many thanks for all your help (better than Amazon managed) and hopefully my story can serve to help someone else who may come across this matter in the future. 

Although it may take a while yet to resolve everything (and you might still end up with automated emails) - come back and update as when it gets sorted out, so as you say, others can see what happened and try to avoid a similar circumstance. (The returns process should really be quicker - for a company the size of Amazon, they've had plenty of time to get it right - but they're not there yet)

Mauldor

Recap and update - still ongoing. 
So shortertly after the last post here (28 nov) I called my Bank (Nationwide) to cancel the chargeback. As 72 Hours had elasped since I created the chargeback, this was now impossible and they advised me to contact Amazon for them to cancel it. 
Amazon were once again of little help - they advised waiting the 30 days (or till the 30 Dec 2022) for "something" to happen. 

As it stands now - the return page shows:
Return received. Processing your refund.

• Return received on: Dec 4, 2022

Of course no refund can be started as my Bank have returned my money while they look into this issue.
So Total Price was £132.43
I paid using amazon gift card Balance of £21.67
This left £110.76 which I paid by card and now got back.

Bascially at this time, Amazon Know about the item, they have it back and can see it is not a brick. 
The easy way is to let the chargeback go through (I keep my £110.76) and issue the £21.67 back to my gift balance, I buy something then CLOSE DOWN AMAZON never to use ever again. 

Thats pretty much summed up whats happening so far.

cmthephoenix

Bascially at this time, Amazon Know about the item, they have it back and can see it is not a brick. 
The easy way is to let the chargeback go through (I keep my £110.76) and issue the £21.67 back to my gift balance, I buy something then CLOSE DOWN AMAZON never to use ever again. 

Thats pretty much summed up whats happening so far.

Don't worry about closing down your Amazon account. If the chargeback is successful, they will close your account down (along with any giftcard balance) almost guaranteed - there are many examples of it spoken of on these forums.

Mauldor

cmthephoenix said:

Bascially at this time, Amazon Know about the item, they have it back and can see it is not a brick. 
The easy way is to let the chargeback go through (I keep my £110.76) and issue the £21.67 back to my gift balance, I buy something then CLOSE DOWN AMAZON never to use ever again. 

Thats pretty much summed up whats happening so far.

Don't worry about closing down your Amazon account. If the chargeback is successful, they will close your account down (along with any giftcard balance) almost guaranteed - there are many examples of it spoken of on these forums.

So the gift card Balance will be lost? That sounds a bit dodgy