Question about being banned from refunds from Amazon?

ThisOneWorks1337

Hello,

Got an email recently from Amazon which stated that 

'Hello, we have noticed an unusually high number of refund requests on your account

We understand that occasional problems with orders are expected in the normal course of business. However the unusually high number of problems that you have reported with your orders exceeds this occasional expectation 

When unusual account activity such as this comes to our attention, we evaluate each account on a case-by-case basis to determine if additional action or account closure is necessary. As a result we can no longer compensate you for any additional issues with your shipments. If this problem continues, we may not allow you to buy on Amazon.

Got a follow up email from an Amazon 'account specialist' (I can only assume this is a higher level than the standard Amazon customer service) which states that':

Why are we writing?
We are concerned about the activity on your account, as it is not compliant with the Returns and Refunds policy.

We want to work with you to resolve any issues you might be experiencing with your  orders.

Your account remains open and available for your use.

If you do not comply with the Amazon.co.uk Returns and Refunds policy and continue to take refunds on delivered shipments, we may close your account.

I accept fully the outcome of this decision, and do not wish to appeal. This decision was not unexpected given recent events.

However, the second email is still so vaguely/poorly worded, its hard to understand what it means. Particularly the line about 'continue to take refunds on delivered shipments'? Is this stating that I need to slow down on specifically initiating refunds on items where no return of the item if possible or required? Or is this just a poorly translated way of saying 'your overall refund/return behaviour is below standard'? 

Been doing some digging, and apparently I may have been put on the Concession Abuse Programme (an internal term used by Amazon). Opinions across the internet seem to mixed as to what this means. 

Isthisforreal99

How many returns are we talking?

They are basically saying continue to do it and your account will be closed.

ThisOneWorks1337

Isthisforreal99 said:

How many returns are we talking?

They are basically saying continue to do it and your account will be closed.

Too many. I've learnt my lesson. 

flaneurs_lobster

Are you one of those serial "buy 5, return 4" shoppers? Just about every online retailer of any size has started to crack down on this behaviour. Some have even stopped free returns altogether.

Isthisforreal99

ThisOneWorks1337 said:

Isthisforreal99 said:

How many returns are we talking?

They are basically saying continue to do it and your account will be closed.

Too many. I've learnt my lesson. 

You are lucky they just didn't close it already. I would say one more strike and you're out.

user1977

It's your final warning, I expect they will honour your next return (they can't opt to remove your statutory rights) but then close your account (I think some debate from previous threads about what that means for unexpired Prime membership, items on your streaming services etc).

ThisOneWorks1337

user1977 said:

It's your final warning, I expect they will honour your next return (they can't opt to remove your statutory rights) but then close your account (I think some debate from previous threads about what that means for unexpired Prime membership, items on your streaming services etc).

Tryst me I'm not planning on doing any more returns, heck I'm scared to even merely have items delivered now.

DeathByFluffy

ThisOneWorks1337 said:

Isthisforreal99 said:

How many returns are we talking?

They are basically saying continue to do it and your account will be closed.

Too many. I've learnt my lesson. 

Why have you been returning so many things?
Genuinely curious, as I know the threshold for these warnings is set high - and I've often wondered how someone can get to that level, that's all. 

ThisOneWorks1337

DeathByFluffy said:

ThisOneWorks1337 said:

Isthisforreal99 said:

How many returns are we talking?

They are basically saying continue to do it and your account will be closed.

Too many. I've learnt my lesson. 

Why have you been returning so many things?
Genuinely curious, as I know the threshold for these warnings is set high - and I've often wondered how someone can get to that level, that's all. 

Poor planning on my part.

MeteredOut

ThisOneWorks1337 said:

DeathByFluffy said:

ThisOneWorks1337 said:

Isthisforreal99 said:

How many returns are we talking?

They are basically saying continue to do it and your account will be closed.

Too many. I've learnt my lesson. 

Why have you been returning so many things?
Genuinely curious, as I know the threshold for these warnings is set high - and I've often wondered how someone can get to that level, that's all. 

Poor planning on my part.

Arbitrage selling?

robatwork

Just interested - will you continue to order from them?

Knowing you can't benefit from their decent returns policy and have to rely only on UK statutory law, and even then will lose your account if something actually arrives broken.