Amazon refusing return postage refund

richard2706

In April 2023 I ordered a TV from Amazon which I then had to return under their 30 day return policy. The only return option was to organise the return label myself and even after talking to Amazon about it, they said there was no other option and I agreed that I would send it with my own label via Parcelforce, which cost me £17.70.

Initially, Amazon did not refund the TV as they said they had not received the item and repeatedly asked me to send a "return receipt" to prove I handed the parcel over to the courier. After contacting Parcelforce multiple times they said that they do not issue return receipts, but instead they sent me a proof of delivery photograph, accompanying GPS coordinates, and I have a full history of tracking information. I sent all this to Amazon but they then claimed that I had sent this more than 30 days after their initial request. Eventually I asked when this deadline was and someone on the chat said it was the 14th July and that this was confirmed in an email (though I couldn't find that email). I had sent the evidence on the 14th June.

I was losing hope at this point, but then someone on the live chat confirmed that they had all the right information to process the refund for the TV and the return postage. They even confirmed that they would take "full responsibility of the order" when I asked what happens if it gets lost in the post. However, the refunds never materialised. I contacted them again after the date the chat assistant told me to wait for, then they were asking for the return receipt all over again.

After more fruitless attempts to reason with Amazon, I tried chargeback with my bank to get the money back, but they said it had been too long since the transaction date so they couldn't help. I was about to make a court claim for the money and I asked Amazon which company was responsible for the refund. The seller was Amazon EU S.a.r.L., but when asked, I think they knew I was about to escalate the issue, and they issued the refund for the TV, but the TV only. I am still short of the £17.70 for the return costs, for which they said I must provide the return receipt.

Now I think I should make a court claim for the return postage money, but I just wanted to ask (1) if I have a legal right for the money or not. In Amazon's return policy, it says for Amazon Global Store purchases they refund up to £15 in return postage costs to the EU (though I was promised a full refund), but it does mention the "return postage receipt". Since Parcelforce said they don't produce those, I thought the alternative evidence I sent them would be enough.

If I go ahead with the court claim, (2) I also need to make sure I claim against the right Amazon company (there are more than 1000 listings for Amazon on gov.uk). I think it should be Amazon EU S.a.r.L. as that company is listed as the seller, but I did ask the Amazon chat and they said it would be Amazon, but I don't really trust what they said. I have read about other people being refused refunds in court because they claimed against the wrong Amazon company.

And (3), because I was promised the money by someone on the live chat, does that make what they said legally binding?

Sorry about the message being so long, thank you for taking the time to read it. I would really appreciate any advice or insights anyone could give in this situation. Thank you so much in advance for your help

the_lunatic_is_in_my_head

What was the reason for the return OP?

richard2706

the_lunatic_is_in_my_head said:

What was the reason for the return OP?

 Thanks for your reply The TV had a broken leg.

rbn

Is there some confusion between a collection and payment receipt? In relation to refunding the postage costs, I'd have thought they'd want evidence that the return postage cost £17.70 (which would normally be a receipt or invoice). How did you buy the label? Is there really no receipt or invoice?

ThumbRemote

richard2706 said:

the_lunatic_is_in_my_head said:

What was the reason for the return OP?

 Thanks for your reply The TV had a broken leg.

In which case you're entitled to a refund for the postage cost - the full amount. 

born_again

If you go to court, you are going to need proof of charge anyway.

richard2706

rbn said:

Is there some confusion between a collection and payment receipt? In relation to refunding the postage costs, I'd have thought they'd want evidence that the return postage cost £17.70 (which would normally be a receipt or invoice). How did you buy the label? Is there really no receipt or invoice?

I think there might be. I bought the label from the Parcelforce website directly, printed it and put it on the parcel. I've given them evidence that I paid for the label, my PayPal email saying I paid the money to Parcelforce, and I sent them my Parcelforce email with the tracking information, date of collection and all of that info. One representative seemed to accept it and said they would issue the refund, but it never appeared and now they just repeatedly ask for the "return receipt".

richard2706

ThumbRemote said:

richard2706 said:

the_lunatic_is_in_my_head said:

What was the reason for the return OP?

 Thanks for your reply The TV had a broken leg.

In which case you're entitled to a refund for the postage cost - the full amount. 

So legally, that wouldn't be a problem? Even though Parcelforce can't give me a return receipt as the Amazon return policy says?

richard2706

born_again said:

If you go to court, you are going to need proof of charge anyway.

I have a PayPal email which shows I paid the money to Parcelforce. Do you think there is anything that would stop me from getting the refund in court?

SiliconChip

richard2706 said:

born_again said:

If you go to court, you are going to need proof of charge anyway.

I have a PayPal email which shows I paid the money to Parcelforce. Do you think there is anything that would stop me from getting the refund in court?

If you issue a LBA to Amazon the chances are that they'll pay up as it would cost them a lot more to deal with it once you'd started proceedings. However, anecdotally Amazon may well then close your account (I have no personal knowledge of this but it's frequently mentioned on here) so you need to weigh up whether not being able to ever use Amazon again is worth it for £17.70.