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Hello, I'm an adviser with JA and I will try to help you.
Please note the following:
Is this about the refund issue?
Can you please clarify the circumstances of the order as I asked in my last message in the previous chat?
Please consider that I cannot view documents, as that is a Premium Service which should be arranged separately.
Therefore, I need you to provide me with the relevant info.
On which Amazon website did you place the order?
Are you an EU+Norway Iceland Liechtenstein national?
The order is placed by the account holder. That must be registered with the relevant website, The delivery address is a detail.
So the person in the video of the return is not you.
Ok. You just said it.
But I guess you told Amazon that it was you who dropped the return parcel etc? Am I right?
An account must be linked to a person for security reasons.
If the order was placed by X, Y cannot complain as X.
Who did write to Amazon, to complain, you or your friend?
An account cannot be transferred to another person.
Some details can be changed, but it's not that you can switch an account from a person to another.
Also, does the video of the drop off show the entire locker in its location, so that it can be recognised?
Amazon has websites for geographical areas.
For obvious reasons.
That kind of checks is for the FBI maybe....
The problem with returns by locker is that there is no receipt and this is a known issue.
If everything goes right, nothing happens.
But, if anything goes wrong, then the customer has no proof that they actually dropped the item in the locker.
A video might be proof, but it has to be actual evidence that the item was dropped in an Amazon locker.
How did you pay for the item?
Issued in India?
You should check if you are entitled to raise a chargeback claim with your bank/card provider.
You should inform them of the dispute with Amazon about the refund and ask to have the payment transaction reversed.
However, this claims must be submitted within a certain deadline, so you should do this quickly.
You may also try to escalate the complaint to the UK Retail ADR, but, to be honest, I am not sure that the procedure to complain with Amazon was followed (the changes you mentioned may have invalidated it).
I hope this information is helpful and I wish you the best.
Please do not hesitate to contact JA again if you need help and you may ask to speak with me directly if you wish.
Best wishes again.