amazon says I didn't return the stuff but I did

April 6, 2022 10:16 AM

wondering if anyone has had any luck contesting this sort of thing?

I had to purchase and return several wetsuits to find ones that fit me. (Eventually I had to order very expensive non-Amazon ones. Don't get me started on the paucity of options for curvy women.) Anyway, I returned a big batch of stuff that didn't fit to Amazon - went to the local Whole Foods per their instructions, the clerk scanned the code and the stuff, and I went on my way. This process has always worked in the past. They usually send you a return confirmation a few hours later; it's not an instantaneous thing that you can confirm on your phone before you leave.

Anyway, this time I guess something went wrong on their end because they've just sent me messages saying some of the things I returned have been charged to me after all because I didn't return them.

Wondering if this has happened to others and if you were able to fight it, and if so by what channel.

posted by fingersandtoes to Clothing, Beauty, & Fashion (6 answers total)

I've always had luck using their customer service chat feature through the web site. My experience is that the employees really don't care and I have gotten any refund I have requested using the chat, especially if you have the proof that you returned it to WF. I think you get a bot at first and then can request a human interaction, and they have always been accomodating and helpful.
posted by archimago at 10:23 AM on April 6, 2022 [6 favorites]

Best answer: Yep, contacting them through customer service chat has always worked in my favor. I just say "I did return X on X date with other items, however I'm now being charged for something I've already returned." I've never had an issue with them correcting it on their end, I think they just assume good faith as long as you're not constantly having problems.

Similar to package theft - I live in a high-theft area and am very diligent about promptly collecting my packages, but when things do get stolen I've always gotten a free replacement/refund - in part because I have very detailed instructions about where to safely leave items, and the couriers rarely follow my instructions.
posted by DoubleLune at 10:28 AM on April 6, 2022 [2 favorites]

Same here. Online chat is the way to go. I'd just be kind and polite and they will almost certainly be accomodating. I've never had a contentious interaction w/Amazon.
posted by Conrad Cornelius o'Donald o'Dell at 10:33 AM on April 6, 2022 [2 favorites]

Best answer: Yep, you will almost certainly get resolution using Amazon‘s chat function. They likely won’t even ask any questions at all.

For future reference, any physical location you drop off at should be able to provide you a physical receipt as well. I’ve used UPS, Kohl’s, Whole Foods, etc. and always ask for printed confirmation for each returned item just in case I ever need to dispute something like this.
posted by anderjen at 11:31 AM on April 6, 2022 [2 favorites]

Best answer: For future reference, I think this could happen more easily when more than one item is in each return. For this reason, I return each item separately meaning each item has a separate return code even if I'm returning several things at once. I imagine the person checking off the items that are all thrown together in a return bin from Whole Foods or UPS and only checking off one item for the single return code instead of identifying all the other items in the same associated return. Has worked for me so far.
posted by RoadScholar at 12:18 PM on April 6, 2022 [1 favorite]

Response by poster: update: did what all you nice people told me, used the chat function, refunds came through right away, no stress. A+ advice would Ask again.
posted by fingersandtoes at 11:46 AM on April 7, 2022 [2 favorites]