Amazon and ID for a refund

Juliette100

103£ was the item.  It was a garden trimmer but items were missing and the plug damage so I had to send it back. Ironically I bought another 2 trimmers from Amazon different make and still they want ID to refund one out of 3 purchases.  

marcia_

 You could start a chargeback by phoning your bank. However this may mean amazon shut your account if successful. 

Juliette100

I will try that Marcia as I don’t plan to shop with them again given this experience.  Thank you for all your input. So helpful. 

SkylineExplorer

Wow, this sounds incredibly frustrating, especially with the third-party ID request!
I’ve never heard of Amazon using Persona for ID verification, it seems odd for such a big company to outsource this. I think @marcia has a good point about filing a formal complaint and even considering a chargeback with your bank if Amazon keeps pushing back. It’s disappointing that they’re making this so difficult for a simple refund.

Really hope you get it sorted out soon!

Juliette100

Thanks  so much Skyline Explorer. It’s so shocking. I’ve been a good customer for over 15 years.  Surprises me given their size.  I guess if this stance is taken across 50,000++++ customers it’s a good days work ☺️ for them. Pity they forget about their brand and retaining customers. 😔   

marcia_

Juliette100 said:

Thanks  so much Skyline Explorer. It’s so shocking. I’ve been a good customer for over 15 years.  Surprises me given their size.  I guess if this stance is taken across 50,000++++ customers it’s a good days work ☺️ for them. Pity they forget about their brand and retaining customers. 😔   

 I found the posts you did where it has happened to others. Some say it's done to people with high return requests, but if you don't frequently send things back? It probably isn't that. 

Juliette100

I rarely send things back.  To be honest this is one of my highest spends.  It’s a big purchase for me and something I worked towards for the garden.  Most of my purchases are low cost and ordered just for ease of delivery. 

deemmm

Just ran into this exact problem that Amazon are requesting a government issued photo ID to proceed with a refund. Problem seems to be with items Amazon regards as non-returnable - damaged food items in this case. They won't accept a return. They won't consider a refund until government issued photo ID is given to them. I would not provide such ID to Amazon but asked what ID they meant. Passport or driving licence was the response. When I advised I had neither, the next list given related to ID that folk who have moved from overseas to the UK would have, such as visas or work permits! When again I advised that I could never possess these IDs they just ignore and end calls when you raise the slightest mention of UK law. Had about half a dozen calls end this way. Request to speak to a supervisor and call is similarly ended. Up until this point I had always had great customer service from Amazon. Just can't understand this stance.

marcia_

deemmm said:

Just ran into this exact problem that Amazon are requesting a government issued photo ID to proceed with a refund. Problem seems to be with items Amazon regards as non-returnable - damaged food items in this case. They won't accept a return. They won't consider a refund until government issued photo ID is given to them. I would not provide such ID to Amazon but asked what ID they meant. Passport or driving licence was the response. When I advised I had neither, the next list given related to ID that folk who have moved from overseas to the UK would have, such as visas or work permits! When again I advised that I could never possess these IDs they just ignore and end calls when you raise the slightest mention of UK law. Had about half a dozen calls end this way. Request to speak to a supervisor and call is similarly ended. Up until this point I had always had great customer service from Amazon. Just can't understand this stance.

 Whats your problem sending them your ID? There is no UK Law saying they cant ask you for ID 

yattaclam

marcia_ said:

 Whats your problem sending them your ID? There is no UK Law saying they cant ask you for ID 

That's a double negative and the question should be 'what right does Amazon have to ask for photo ID prior to issuing a refund?'.

I made a small purchase (less than £30) to be delivered to an Amazon locker earlier this month, it ceased tracking after reaching the depot and Amazon declared it as lost. I too have had this battle over requests for ID for them to issue a refund. It's an unacceptable and unreasonable request, which I will not oblige. 

I have already had a [chargeback] refund from my card provider, however I'm so incensed by the issue I'm seeking legal advice and will be pursuing it until it's formally resolved.

Amazon are in breach of the Consumer Rights Act 2015 and have no right to withhold refund for their breach of contract.