amazon return

[wjwren]

Purchased a bike on amazon - it was from a 3rd party seller. Bike arrived damaged - they agreed to refund once i sent it back. Amazon said they would refund me postage afterwards. Sent bike back - tracking says delivered and time and who etc.
Emailed seller and they say they cant locate parcel. Amazon say they wont refund me as seller says they havent received it even though I have the tracking details/GPS/ picture and there is nothing they can do!

Claim via credit card?
Are Amazon not liable as it is purchased through their site?

[BertBert]

If you can't get anywhere with Amazon and the seller, I'd definitely try the credit card recharge route

[Captain Answer]

Section 57 claim via credit card would be my next phone call this afternoon

[Jamescrs]

I've had issues with Amazon when I've purchased through a 3rd party via the amazon website.
I ordered a Harry Potter book set which never arrived, seller qould not respond, Amazon eventually refunded but it was a long process and a number of online chats.

I only order on Amazon now if it is supplied by Amazon themselves.

[xx99xx]

Was it returned to an Amazon hub or direct to the 3rd party seller?

[wjwren]

Went back to third party not the Amazon warehouse. I agree with the above. If it's sold by amazon then the return process is pretty slick.

[PF62]

You need to go back to Amazon and tell the you are making a claim under their ‘ A-to-Z Guarantee refund’ - https://www.amazon.co.uk/gp/help/customer/display....

[wjwren]

I did that and they said it was rejected as the seller said they haven't got it. I've asked them to appeal it as I have a signiture. Picture. And GPS from parcel force.

[PF62]

wjwren said:

I did that and they said it was rejected as the seller said they haven't got it. I've asked them to appeal it as I have a signiture. Picture. And GPS from parcel force.

You are not asking for a refund from the seller, you are asking for a refund from Amazon under Amazon’s A-to-z Guarantee because the seller hasn’t refunded. Did Amazon explicitly refuse to refund under their A-to-z Guarantee?

An awful lot of Amazon’s CS reps have to be pushed to reach the correct conclusion and using the right terms helps them work through their script to get the right answer.