Amazon and ID for a refund

Juliette100

I have been an Amazon customer for years. Just recently I bought a garden item and upon receipt it had parts missing. I actioned a return Oct 2 and still haven’t had a refund. Upon contacting Amazon they are stating I need to submit gov ID with photo in order to get a refund. Surely this isn’t legal under the Consumer Rights Act.  I had to return the item as it was incomplete. So the item was not used and was returned within 1 day. I shan’t be submitting any personal photographs but at no point was this flagged by Amazon until I made contact. Has anyone else suffered with this stance. Thanks Jo 

sarah1972

Definitely not! Sounds like a scam. How did they ask for ID? Over the phone, live chat, email?

Just click call back on your Amazon account and speak to a human if you haven’t already done so? 

marcia_

 I have never been asked for ID, the refund just goes back on my card or as a credit to my account if I choose that.
 How did you receive the request? 

mr_stripey

sounds dodgy. "government ID" is not a term you hear often in the UK

How did you contact Amazon? I've seen and heard recently of people complaining to companies via Twitter, FB etc and then "the company" contacts them to help process a refund or something?

Juliette100

I called Amazon via my app and also on the chat.  It’s something they will not discuss with me.  They now claim they have a new policy that on occasions ID is required and without that a refund is not due.  I’ve asked for a call back this morning and the message was the same and they ended the call when I explained the consumer rights act. . I did some google searches and it appears this is happening sporadically which is just bizarre. 

Juliette100

I contacted them via the app. I had a call back but also chatted via the Amazon app. I’ve refused this request as it’s just bizzare. The only reason I had to return the item was because it was missing parts.  So it seems they send out part items and then when you return you don’t get refunded. 100+ mistake on my part. Whenever I call or chat to them they shut me down and just keep repeating the same old thing.  In their follow up email they state the ID goes to a third party which is even more scary.  Don’t see how my passport will help 

marcia_

 Just tried to find a complaint policy or contact details for such on the website and can't find it. The only way is to go through customer service as you have already done. I would write again stating clearly it is a formal complaint and quoting the Law as to your rights to return 

Juliette100

Thanks Marcia. The world has gone mad.  I raised a complaint and since then gained 3 emails stating the same. That I need to submit ID via their third party.  Just ridiculous 

marcia_

 Who is the 3rd party? 

Juliette100

Persona was what was shared in written comms 

marcia_

 Looking at persona website it looks like a legit company but why would a company the size of amazon outsource this 🤷 

 How much is the item you returned? 

 I would start a chargeback with your bank with evidence you returned the item.