Evri problems

ripplyuk

I placed an order with a marketplace seller on Amazon but they sent me the wrong items. The seller has provided a paid returns label from Evri but I’ve been trying to book a collection (it’s a large parcel) on the Evri website and it doesn’t recognise the reference number. I tried phoning and couldn’t get a human. The automated service didn’t understand what I was saying and the live chat always says ‘not available’. I’ve tried messaging them on social media but they ignored me. 

I’m worried that the seller will refuse to refund if the items aren’t returned soon. I’ve messaged the seller asking them if they could book the collection instead but haven’t heard back. I’m not sure what to do now. 

the_lunatic_is_in_my_head

Hello OP

Worth using Amazon chat to ask them what should happen.

If they aren't able to help you should be able to open an A-Z claim, I assume Amazon are smart enough to have something in place to cover sellers providing an invalid shipping label  

wainright

I have just had a similar situation on Amazon, but with a third party seller, a returned parcel didn't get delivered back and was stuck in a delivery office for over a week. Amazon refunded me through the A to Z guarantee, I sorted it by going on Amazon and customer chat. Not sure about marketplace sellers, but if a seller does not reply to you in 48 hours then I would get Amazon involved in this.

ripplyuk

Just to update this; I contacted Amazon and they refunded me almost instantly so great customer service from them. They told me I could dispose of the items or keep them. However, the seller messaged me later that day (after I’ve been refunded) and basically repeated that they’ve sent me a returns label and will refund when they get the item back. This makes me think that Amazon themselves have refunded me and they have not requested that money back from the seller. Does that happen? 

Should I ignore the seller? I don’t like the thought of Amazon paying me to cover this seller’s incompetence but if I send the items back, I doubt the seller will refund Amazon either. 

Manxman_in_exile

I wouldn't lose any sleep over amazon's bank balance if I were you...

If Amazon have said keep or dispose, why not do that?  (Have you got it in writing?)

If the seller will only refund you after he gets them back why don't you just ignore him?

You originally said he sent the wrong items.  Do you want the right items?

ripplyuk

Manxman_in_exile said:

I wouldn't lose any sleep over amazon's bank balance if I were you...

If Amazon have said keep or dispose, why not do that?  (Have you got it in writing?)

If the seller will only refund you after he gets them back why don't you just ignore him?

You originally said he sent the wrong items.  Do you want the right items?

No, I’ve already bought the items elsewhere. 

I haven’t got anything in writing from Amazon, except for the refund confirmation. It was over the phone that they told me to dispose of the items or do whatever I want with them. Should I ask for it in writing? 

I think I’ll ignore the seller. I’ve just realised that if I return the items and he gives me a refund, I’ll have been refunded twice, which would be wrong. And possibly fraud.