I'm getting fed up now with Amazon so called policy on on refunds and returns. I've been on with a case now for a couple of months and its so annoying here are the basic details:
customer buys 2 of a product in the beauty category
customer requests refund as wrong product sent
amazon refunds customer
I have to pay the bill
customer told not to return product.
I create a case and ask the following questions:
if wrong product was sent then where is my products from my inventory?
why was the product not asked to be returned as if wrong product was sent then how do they know the category?
why am I fitting the bill if the wrong product was sent?
I received this:
Thank you for your patience while we investigated your concern regarding order 204-4549678-9780331 where the customer received an incorrect item.
I completely understand your concern regarding inventory for order 204-4549678-9780331. We have reviewed your case where you questioned why you're being charged when the customer received an item that you don't sell, and why your actual item is no longer in your inventory.
We have contacted our internal team for information regarding your issue. We will contact you as soon as we have an update or if any further information is required from your side.
We encourage you to wait for our response and assure you that our teams are working on your request.
Thank you for your understanding and patience.
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It went backwards and forwards with me not being satisfied until it went to a "specialist team" and gave me a final answer:
We understand your query regarding the order ID 204-4549678-9780331 wherein you have not been reimbursed.
In this regard, please understand that I have checked and found that the unit was generated returned request with reason: "Wrong item was sent".
In accordance with our Customer Returns policy, the items has been identified as non-returnable.
Amazon will not reimburse sellers for items that cannot be returned, unless the item is non-returnable due to a reason for which Amazon takes responsibility.
Amazon will take responsibility for a non-returnable item when it is Amazon faulted ( carrier damaged ) and item not delivered scenarios.
The item is eligible for reimbursement if it is non-returnable, but the refund reason is any of the
following:
1. Amazon faulted (Carrier damaged)
2. Damaged by carrier
3. Received item in damaged packaging
4. Not delivered
5. Missed delivery date
We make that determination based on the reason for the refund request provided by the customer.
Please refer to the Customer Returns for Orders Fulfilled by Amazon help page for more information.
Please be informed that Amazon.com doesn't accept returns of the following items:
Computer laptops, desktops, and Kindles more than 30 days after delivery
- Items classified as hazardous materials or that use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
- Any product missing the serial number or UPC
- Downloadable software products
- Online subscription
- Gift cards (except as required by law)
- Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)
- Some jewelry orders
- Some health and personal care orders
- Grocery products
- Open software
- Items with special shipping restrictions
- Live insects
Further, I found that the reimbursement was initiated by you
Hence, as per Amazon policy, you are ineligible for reimbursement
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Can someone please tell me i'm not going mad as i feel ripped off. How did i initiate the reimbursement? it actually feels illegal.
Thanks for letting me vent and hope someone has had this before and can advise on it.
regards
