Amazon demanding photo i.d.

Narfnardlf

I recently ordered something from amazon, the item was 'undeliverable' and it was due to go to a locker to be collected. On my account it still says undeliverable. I have contacted amazon who will not issue a refund as they suspect fraud (apparently)
 They want my photo i.d. The thing is the refund is to go back onto my account as I paid by amazon gift card. We're only talking £30 but i'm fuming!!!! I can't believe they can do this. I do not have a high level of returns and I can't believe thy can just do this. Does anyone have any advice please? I don't feel comfortable giving my passport or driving licence details to them.

Grumpy_chap

Narfnardlf said:

I recently ordered something from amazon, the item was 'undeliverable' and it was due to go to a locker to be collected. On my account it still says undeliverable. I have contacted amazon who will not issue a refund as they suspect fraud (apparently)
 They want my photo i.d. The thing is the refund is to go back onto my account as I paid by amazon gift card. We're only talking £30 but i'm fuming!!!! I can't believe they can do this. I do not have a high level of returns and I can't believe thy can just do this. Does anyone have any advice please? I don't feel comfortable giving my passport or driving licence details to them.

What is your reason for not wishing to prove your identity?

user1977

Narfnardlf said:

I don't feel comfortable giving my passport or driving licence details to them.

Why, what do you think Amazon are going to do with them?

If they suspect fraud then they'll probably assume that refusal to cooperate means they were right.

TimeLord1

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR. 

Isthisforreal99

TimeLord1 said:

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR. 

Which may or may not work if they suspect fraud. And could lead to the account being closed.

PragmaticMoneySaver

TimeLord1 said:

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR. 

If they suspect fraud then actually no they don't need to and yes they can demand ID (and "because a GDPR" is a nonsensical response!), particularly for payment by things like gift card when you could feasibly be trying to convert (launder) money from one source to another.

TimeLord1

PragmaticMoneySaver said:

TimeLord1 said:

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR. 

If they suspect fraud then actually no they don't need to and yes they can demand ID (and "because of GDPR" is a nonsensical response!), particularly for payment by things like gift cards when you could feasibly be trying to convert (launder) money from one source to another.

If it's an age query or they have something flagged from previous purchases then they can. But they would still have to refund if they don't complete the order to the payment method.

Amazon has several layers you just have to override the front regular options.

TimeLord1

Isthisforreal99 said:

TimeLord1 said:

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR. 

Which may or may not work if they suspect fraud. And could lead to the account being closed.

Then you can request a deadlock outcome letter to open up a case with the Financial Ombudsman. That costs Amazon and they'll just refund.

the_lunatic_is_in_my_head

If they don’t deliver the goods OP is entitled to treat the contract at an end and be refunded as per the CRA, Amazon can’t insist on ID before meeting this obligation.

Fraud is a matter for the police. 

The closure of the account, should one enforce their rights, is a separate consideration. 

eskbanker

TimeLord1 said:

Isthisforreal99 said:

TimeLord1 said:

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR.

Which may or may not work if they suspect fraud. And could lead to the account being closed.

Then you can request a deadlock outcome letter to open up a case with the Financial Ombudsman. That costs Amazon and they'll just refund.

How would this fall within the FOS jurisdiction, as there doesn't appear to be any wrongdoing by any regulated entity?

TimeLord1

eskbanker said:

TimeLord1 said:

Isthisforreal99 said:

TimeLord1 said:

Go through the Executive Customer Relations team.

Tell them it's the Consumer Rights Act; they have to return your funds. And you are not providing photo ID because of GDPR.

Which may or may not work if they suspect fraud. And could lead to the account being closed.

Then you can request a deadlock outcome letter to open up a case with the Financial Ombudsman. That costs Amazon and they'll just refund it.

How would this fall within the FOS jurisdiction, as there doesn't appear to be any wrongdoing by any regulated entity?

If they flat out refuse to submit ID and they fail to deliver to the locker or to refund. The supervisor will usually get involved, and they will refund rather than potentially cost more.But at £30 it will probably be over swiftly. But it's just using the pressure, really against the supervisor.