Amazon france return refused delivery help

Marcust12345

hi all so i ordered some items from amazon france received them the price was £120 and i paid for shipping as im in the Uk the same day i received items i found the same items for a quarter of the price so i started a return on amazon and chose the found better price option i was then given a return address to send the items back at my own cost even tho i contacted amazon first and they assured me i would be refunded the shipping cost as it was £20 international tracked so i then proceeded to return the item and declare all the customs information etc all fine the item was then shipped with royal mail tracked but when the item got to the amazon returns department in slovakia they refused the delivery and it was sent back to me.

i then have contacted amazon several times by chat and phone calls and all they keep saying is we will refund you when we receive the items back which i then tell them i have already sent them back and amazon refused the delivery etc so now they want me to return the item back again and pay again to the same address and say i will not be refunded shipping costs even tho its there fault they refused the delivery with no explanation at all and tbf we were just going round in circles trying to understand them on the phone as all they keep saying is we will refund when we receive the items back so i ask for a pre paid return postage which they refuse and say i wont be refunded second shipping cost aswel even tho its there fault

After looking up about this online i see others have had the same problem with amazon returns department in slovakia refusing delivery and returning the items to sender but from the cases i read they were refunded in full and told to dispose of the items

what i am asking is where do i stand with this i dont kind sending the items again but i dont see why i have to spend more money again on shipping when it was there fault and maybe they will do the same thing and refuse delivery?

sorry if i havent explained it very well i have autism so its hard for me to explain clearly but just need some help with this on what to do should i file a charge back with my bank? Can i even do that ?

any help is very much appreciated thank you in advance

eskbanker

Chargeback won't be an option if the goods were originally delivered and weren't faulty, so you'll have to resolve it with Amazon rather than your bank.

sheramber

You say you declared all the customs information.

What exactly does that mean?

Was the parcel refused because customs charges were due to be paid in Slovakia and Amazon refused to pay?

Marcust12345

https://forums.moneysavingexpert.com/discussion/comment/81906304#Comment_81906304

hi yes i mean as in i provided all the correct information for customs etc including wheight of items the items as described and paid all the Necessary fees using the royal mail website and choosing international tracked service and no the item was not refused due to any charges etc it just had a pink sticker on the box saying refused the tracking shows it cleared customs fine

PeteMc

This exact scenario happened to me a few years ago.

Ask Amazon France for a French address, they can do this so don't take no for an answer. If you are conversing in French change it to English as well, they seem to have a better quality of multi-lingual assistants.

I have no idea why they give the Slovakia address but I suspect it's for EU returns which, of course, we are not.

Marcust12345

https://forums.moneysavingexpert.com/discussion/comment/81906845#Comment_81906845

thank you for the reply i will contact them today about this and try get a french return address did you manage to get your shipping fee returned to you as they specifically said that i will not be reimbursed the shipping cost which is odd considering the fault was on them for refusing the delivery? once again thank you i will give a update once i have spoke to them

born_again

https://forums.moneysavingexpert.com/discussion/comment/81906845#Comment_81906845

Best guess it was a Market Place seller & not a direct Amazon purchase.

Marcust12345

https://forums.moneysavingexpert.com/discussion/comment/81907134#Comment_81907134

no it was direct from Amazon actually

Marcust12345

Just a quick update multiple chat and calls again today and they refuse to give me a french return adress and again sent me the slovakia adress so not sure what to do now tbf i might just try the chargeback route

born_again

https://forums.moneysavingexpert.com/discussion/comment/81907773#Comment_81907773

They have given you a address to return to. As such expect bank to refuse a chargeback without sending back. We would.

Marcust12345

https://forums.moneysavingexpert.com/discussion/comment/81907827#Comment_81907827

i already sent it back tho and they refused thats on them not me? I have all the tracking information to confirm this aswell