Issue with Amazon.co.uk Return Refund and EVRI Support

aliens30586

Hi everyone,

I need some advice on a frustrating situation with Amazon.co.uk and EVRI regarding a return and refund.

I bought an item from Amazon.co.uk on the 9th of October. On the 30th of October, I initiated a return. However, Amazon.co.uk only provided return labels that needed to be printed at home, which wasn’t an option for me. I contacted their support team via chat, and it was agreed that I could return the item using a carrier of my choice and then claim back the postage fees.

I chose EVRI and sent the item back on the 4th of November. The following day, I noticed I couldn’t download the invoice for the shipment. When I contacted EVRI, they confirmed there was an issue when the label was created. I asked them to escalate the matter and provide me with a copy of the invoice, but their response was, "we cannot provide you with a copy." I even requested to speak to a manager, but this was refused.

Meanwhile, I noticed the parcel wasn’t moving in the tracking system. When I contacted EVRI again, they said the parcel was likely lost. I started a claim with EVRI to get a refund for the item and postage fees, but somehow, the parcel was delivered to Amazon.co.uk on the 19th of November.

I then contacted Amazon.co.uk to request a refund for the postage fees and the cost of the returned item. Since I don’t have the invoice (due to the issue with EVRI), I provided Amazon.co.uk with the email confirmation I received from EVRI when I placed the order. Despite this, I keep getting the same response:

"We provided you with a pre-paid return label for this item, but it was not scanned, so we cannot issue a refund."

The problem is that the pre-paid label was never used because I couldn’t print it, and I arranged the return through EVRI instead, as agreed in the chat with their support team. I’ve explained this issue repeatedly over email (probably sent 10 emails by now), but I keep getting replies from different representatives who seem to just check the details of my order and see that the pre-paid labels weren’t used. They don’t seem to actually read or address my explanation.

Even through the chat, they always end the conversation by telling me to submit a receipt via the email they send, which I’ve already done multiple times, providing all the proof I could (even though I lack the official EVRI invoice).

I’ve submitted a formal complaint to EVRI about the missing invoice and am waiting for a response. Should I also submit a formal complaint to Amazon.co.uk? Or is there another way to escalate this? I feel completely stuck between two companies refusing to take responsibility.

Any advice would be greatly appreciated!

aliens30586

Sorry I forgot to mention that also Amazon.co.uk claims they haven’t received the item.

Alderbank

...it was agreed that I could return the item using a carrier of my choice and then claim back the postage fees.

I chose EVRI...

I stopped reading at that point

born_again

Can we be clear.
Is this a Amazon or a Marketplace purchase?

Okell

aliens30586 said:

Sorry I forgot to mention that also Amazon.co.uk claims they haven’t received the item.

But do you know if they really haven't received the item or is it just because you didn't use their pre-paid label so they only think they haven't received it?

Do you actually know or are you just assuming?

aliens30586

@born_again Amazon. The item is sold and fulfilled by Amazon

@Okell The tracking has the status "delivered" but I paid to get a signature at the delivery and in the tracking there is written "Your parcel has been delivered and signed for" but there is no signature proof.