Amazon return third party seller

clp10

I purchased 2 items from Amazon, same day, but separate orders. They were both from the same third party seller, and the invoices had the same third party seller address. 

I returned both items in the same box as I’d bought both from Amazon, and assumed this was ok as they were the same seller. Both return notes were included for each item. The box was collected by UPS who printed and brought the label (so I didn’t see the address) and delivered. 

I’ve received a refund for one item but not the other. 

Amazon have advised that you shouldn’t put two items in the same box, even if you put the return notes in. Who knew this? I thought I was saving packaging, delivery costs, and time by logically packing them together!

It turns out that even though I bought both items from Amazon, and both from the same third party seller, one item was fulfilled by Amazon and one by the third party and so they should have gone to different places. They both went to Amazon because I had absolutely no idea about this and as far as I’m aware I buy from Amazon and do not know what happens behind the scenes. 

A month ago multiple Amazon customer service staff (knowing the full details) assured me I would be refunded for the other item, and to wait a few weeks. 3 different people confirmed this refund. As I have not received it I’ve contacted them again to be told I won’t be refunded and there’s nothing they can do. The item is somewhere at their Amazon centre so goodness knows what has been done with it. 

It’s not an insignificant amount (£229). The seller has been unable to help. I’ve spent hours on the phone to Amazon. Anything I can do? I am fully aware I made a genuine, but how many people would know this?

thanks. 

clp10

That should have said genuine mistake

Bradden

I cannot see how this happened? Whenever I've returned items the website has generated the returns labels and instructions... did Amazon not generate two separate address labels?

clp10

Thanks Bradden. It happened following a genuine oversight (or maybe not, would anyone know this?) on my part. I followed the return process for each item on my Amazon app. One item gave a label that required me to go to the post office, pay etc. The other item said ups pick up and ups will generate and bring the label. 

As I had bought both items from the same seller, and both invoices had the same seller address, I just assumed using the ups label would be ok. Saves on packaging, transport etc, be easier on arrival etc. 

It seems so obvious now, but not something I’ve ever been aware of. I’ve always bought and returned if needed to Amazon. 

clp10

I the return documentation for both items in the box. 

[Deleted User]

I'm not sure what you expect Amazon to do? They are a huge operation and you've returned a product to the wrong address - I appreciate it was a mistake but it's done now. 

clp10

The item is at its Amazon’s premises. So Amazon have it. It’s too much money to write off for me. 

[Deleted User]

clp10 said:

The item is at its Amazon’s premises. So Amazon have it. It’s too much money to write off for me. 

I'm not sure you have any choice... you sent it back to the wrong place. What do you expect them do?

clp10

Amazon have the item I bought from them. As it’s at their centre I would happily pay for it to be sent to the correct place. Otherwise what will they do with it?

I’d also been advised by multiple advisors they would refund me, but I had to wait. Which I did. 

Can anyone help me with how to resolve this?

If it’s in any way helpful I did not see the ups label, so I had no way of knowing where the box was going. I thought I’d done enough by double checking the items were from the same seller and both invoices had the same address. 

sheramber

Which item have you received a refund  For - the one fulfilled by Amazon or the one  that was direct from the third party seller.?

clp10

Thanks Sheramber. I’ve been refunded for the item that was fulfilled by Amazon (although it’s sold from the same third party seller as the other one)