Amazon return and refund issues

Fred231

I need some help with what to do on my issue with amazon. So in March 2022 I got a replacement s22 ultra smartphone because the autobrighness wasn't working. I returned it to amazon through Hermes which they arranged and I received my replacement. I have just returned the replacement device due to another issue but they are refusing to issue the refund because they say I never returned the original device which I did. Considering it has nearly been a year with no email or message from them about this it is reasonable to say that most people wouldn't have any form of evidence now, I can't go back to the shop and ask them for proof that I did because it was way back in March. Amazon have said they cannot issue the refund until I give them the tracking information, but they set up the return, all I have is a QR code used to scan at the Hermes drop-off point. I have tried to contact Hermes for any information they have but all I get is a robot asking for the tracking code which I don't have. If I were charged within the 30 days for both devices as they apparently didn't receive the original I would have gone to the shop to gather evidence however this didn't happen so I assumed everything was fine and went through. I was told I was not charged because they "Trusted me" and "Swept it under the carpet" even though I did return it, that is their decision and not my responsibility now so I should be given a refund. I feel like I am going to have to go through an ombudsman or small claims court to deal with this, I have all the evidence showing the conditions of the phones, tracking data from google showing me, going to the shop within the return time, QR code saying they have accepted my return request. Just wondering if anyone has any advice or can recommend any other options.
Thank you

born_again

Fred231 said:

I need some help with what to do on my issue with amazon. So in March 2022 I got a replacement s22 ultra smartphone because the autobrighness wasn't working. I returned it to amazon through Hermes which they arranged and I received my replacement. I have just returned the replacement device due to another issue but they are refusing to issue the refund because they say I never returned the original device which I did. Considering it has nearly been a year with no email or message from them about this it is reasonable to say that most people wouldn't have any form of evidence now, I can't go back to the shop and ask them for proof that I did because it was way back in March. Amazon have said they cannot issue the refund until I give them the tracking information, but they set up the return, all I have is a QR code used to scan at the Hermes drop-off point. I have tried to contact Hermes for any information they have but all I get is a robot asking for the tracking code which I don't have. If I were charged within the 30 days for both devices as they apparently didn't receive the original I would have gone to the shop to gather evidence however this didn't happen so I assumed everything was fine and went through. I was told I was not charged because they "Trusted me" and "Swept it under the carpet" even though I did return it, that is their decision and not my responsibility now so I should be given a refund. I feel like I am going to have to go through an ombudsman or small claims court to deal with this, I have all the evidence showing the conditions of the phones, tracking data from google showing me, going to the shop within the return time, QR code saying they have accepted my return request. Just wondering if anyone has any advice or can recommend any other options.
Thank you

Amazon or Market place purchase?

Surely you must have some proof of them receiving it, as they would not send out a replacement without receiving the original.

sheramber

If you go into your account you can check previous orders.

When an item is returned it i marked as such against the order.

I would have thought  that since Amazon supplied the QR code for the return they could check the tracking with Hermes.

They were the Hermes customer, not you.

sheramber

born_again said:

Fred231 said:

I need some help with what to do on my issue with amazon. So in March 2022 I got a replacement s22 ultra smartphone because the autobrighness wasn't working. I returned it to amazon through Hermes which they arranged and I received my replacement. I have just returned the replacement device due to another issue but they are refusing to issue the refund because they say I never returned the original device which I did. Considering it has nearly been a year with no email or message from them about this it is reasonable to say that most people wouldn't have any form of evidence now, I can't go back to the shop and ask them for proof that I did because it was way back in March. Amazon have said they cannot issue the refund until I give them the tracking information, but they set up the return, all I have is a QR code used to scan at the Hermes drop-off point. I have tried to contact Hermes for any information they have but all I get is a robot asking for the tracking code which I don't have. If I were charged within the 30 days for both devices as they apparently didn't receive the original I would have gone to the shop to gather evidence however this didn't happen so I assumed everything was fine and went through. I was told I was not charged because they "Trusted me" and "Swept it under the carpet" even though I did return it, that is their decision and not my responsibility now so I should be given a refund. I feel like I am going to have to go through an ombudsman or small claims court to deal with this, I have all the evidence showing the conditions of the phones, tracking data from google showing me, going to the shop within the return time, QR code saying they have accepted my return request. Just wondering if anyone has any advice or can recommend any other options.
Thank you

Amazon or Market place purchase?

Surely you must have some proof of them receiving it, as they would not send out a replacement without receiving the original.

Amazon refund as soon as the return is logged as received by the courier/Royal Mail.

Fred231

born_again said:

Fred231 said:

I need some help with what to do on my issue with amazon. So in March 2022 I got a replacement s22 ultra smartphone because the autobrighness wasn't working. I returned it to amazon through Hermes which they arranged and I received my replacement. I have just returned the replacement device due to another issue but they are refusing to issue the refund because they say I never returned the original device which I did. Considering it has nearly been a year with no email or message from them about this it is reasonable to say that most people wouldn't have any form of evidence now, I can't go back to the shop and ask them for proof that I did because it was way back in March. Amazon have said they cannot issue the refund until I give them the tracking information, but they set up the return, all I have is a QR code used to scan at the Hermes drop-off point. I have tried to contact Hermes for any information they have but all I get is a robot asking for the tracking code which I don't have. If I were charged within the 30 days for both devices as they apparently didn't receive the original I would have gone to the shop to gather evidence however this didn't happen so I assumed everything was fine and went through. I was told I was not charged because they "Trusted me" and "Swept it under the carpet" even though I did return it, that is their decision and not my responsibility now so I should be given a refund. I feel like I am going to have to go through an ombudsman or small claims court to deal with this, I have all the evidence showing the conditions of the phones, tracking data from google showing me, going to the shop within the return time, QR code saying they have accepted my return request. Just wondering if anyone has any advice or can recommend any other options.
Thank you

Amazon or Market place purchase?

Surely you must have some proof of them receiving it, as they would not send out a replacement without receiving the original.

The item was sold and dispatched by amazon. With replacements, Amazon usually sends the replacement out right away and give 30 days for you to return the original after which you will be charged for both. As I wasn't charged I assumed everything had gone correctly. I did not receive any email confirmation for my latest return saying it had arrived so I don't know how they expected me to know especially without charging me, which would have indicated something went wrong at the time and I could have gone back to the drop-off shop for a receipt. 

Fred231

sheramber said:

If you go into your account you can check previous orders.

When an item is returned it i marked as such against the order.

I would have thought  that since Amazon supplied the QR code for the return they could check the tracking with Hermes.

They were the Hermes customer, not you.

I agree however this does not seem to be the case. As you said they were the Hermes customer not me so it is their responsibility however they keep on telling me that without the tracking information, they cannot process any sort of refund even though they were the ones that organised the return. I have tried to contact Hermes but I cannot get through to a real person without a tracking number which I don't have. So Amazon wants me to get the tracking number from Hermes, but Hermes need the tracking number so I can contact support. Not a very helpful situation sadly.
It's just frustrating that they didn't tell me there was an issue back in March as I would have been able to go back to the shop. Now I am down £1049.

PragmaticMoneySaver

Fred231 said:

 Amazon have said they cannot issue the refund until I give them the tracking information, but they set up the return, all I have is a QR code used to scan at the Hermes drop-off point. I have tried to contact Hermes for any information they have but all I get is a robot asking for the tracking code which I don't have. 

If you have the QR code then you have the tracking number. It is embedded 6 fields from the end (16 characters usually beginning with T). Use a QR scanner to scan the barcode you have.

Fred231

PragmaticMoneySaver said:

Fred231 said:

 Amazon have said they cannot issue the refund until I give them the tracking information, but they set up the return, all I have is a QR code used to scan at the Hermes drop-off point. I have tried to contact Hermes for any information they have but all I get is a robot asking for the tracking code which I don't have. 

If you have the QR code then you have the tracking number. It is embedded 6 fields from the end (16 characters usually beginning with T). Use a QR scanner to scan the barcode you have.

1.0|DJlGJqn9RRMAh|AMAZON001|EDI4 PKGL Amazon Way||||Dunfermline|Fife|KY11 8ST|GB|3401308400477221|2022-03-07|EDI4|PKGL||

That's what I get after scanning the QR code, I have tried the 16-digit number (3401308400477221) but nothing, any other suggestions?

HillStreetBlues

https://parcelsapp.com/en/tracking/3401308400477221

Fred231

THANK YOU SO MUCH, you have genuinely just saved me. I really appreciate the time you put in to help me THANK YOU!HillStreetBlues said:

Fred231

As it doesn't work through the Evri website amazon are still wanting to see the blue card which will have the exact same number, but this has provided more than enough evidence on my behalf that I did in fact send it off. So thank you again. Even if amazon won't refund me It will make life a lot easier if I need to appeal for the refund another way either through citizens advice or small claims court, but hopefully, they will refund me before that action needs to be taken