Amazon Refusing to Refund

PMCIAG1234

Hi All

Any advice on the following? Amazon are refusing to refund an expensive item...

The time line is...
I bounght an IPad & Amazon sent a tiny box containing 2 incorrect items (value <£30).
I telephoned them to organise a collection & was told it would be there next day.
No one showed so I asked (Via Live Chat) if I cound post the item back to them .
They gave me the address & when I asked for a returns label they said i didnt need one.
I forgot to note the address so I contacted them next day (live chat again) to confirm the address & asked again if I needed to provide a returns label - they provided a link  (which i now believe is a collections label as it does not ccntain a bar code).
I included this label in the box and posted it through recorded delivery by a carrier they suggested folliowing their exact instruction.
I recieved a note from my carrier to say that the package was delivered along with details of the person who recieved it.

I heard nothing from Amazon.
When I contacted them they stated I am not due a refund ' Since this item wasn't scanned by the carrier, and more than 14 days have passed, we're unable to issue a refund or assist further.'

I have sent proof of return from the post office, proof of delivery to the returns depot (& who accepted the return), photos of the small box & details of the live chat instruction which told me I didnt need a returns lable & then the instruction with the reurns label with no bar code.

I have spoken to 5 people in the specialist team & written to head office (without reply).
I am at a loss - I followed their explicit instructions and am unseure how to proceed.

Any advice would be appreciated.

HillStreetBlues

What method of payment did you use? (guessing it was over £100)

PMCIAG1234

Amex - >£700

Aylesbury_Duck

You've got two options.  Continue to pursue it with Amazon in the hope something changes, or speak to your card provider for their help.

There are plenty of stories of Amazon closing accounts of people with whom they're in dispute or who have exercised chargeback or section 75 claims, so weigh that up in your decision.

HillStreetBlues

If Amazon don't want to know raise a dispute with Amex
https://www.americanexpress.com/uk/customer-service/faq.transactions.what-reasons-can-i-dispute-a-transaction-for.html
"If you have cancelled or returned the purchase"

Give them all the details and proof of return.

DullGreyGuy

Aylesbury_Duck said:

You've got two options.  Continue to pursue it with Amazon in the hope something changes, or speak to your card provider for their help.

There are plenty of stories of Amazon closing accounts of people with whom they're in dispute or who have exercised chargeback or section 75 claims, so weigh that up in your decision.

Only chargebacks... Amazon wont be aware of anyone making a S75 claim

Aylesbury_Duck

DullGreyGuy said:

Aylesbury_Duck said:

You've got two options.  Continue to pursue it with Amazon in the hope something changes, or speak to your card provider for their help.

There are plenty of stories of Amazon closing accounts of people with whom they're in dispute or who have exercised chargeback or section 75 claims, so weigh that up in your decision.

Only chargebacks... Amazon wont be aware of anyone making a S75 claim

oh yes, quite right.

Jenni_D

DullGreyGuy said:

Aylesbury_Duck said:

You've got two options.  Continue to pursue it with Amazon in the hope something changes, or speak to your card provider for their help.

There are plenty of stories of Amazon closing accounts of people with whom they're in dispute or who have exercised chargeback or section 75 claims, so weigh that up in your decision.

Only chargebacks... Amazon wont be aware of anyone making a S75 claim

Unless the card provider then pursues Amazon for the amount.

(Unlikely, but not impossible)  

outtatune

Did you actually buy from Amazon or did you buy from a Marketplace seller?

PMCIAG1234

Applestore via Amazon