Amazon Kindle books - unable to return unwanted book via their website

[Fere]

I am quite angry at the fact that I wasn't able to return online my unwanted purchase of a Kindle book I bought 4 days ago (they only let you do it within 7 days!). I didn't think it was suitable for reading it in Kindle format and I am going to buy a paperback.

I am wondering when this functionality changed because at some point not that long ago I was able to return my book.

I would say this is quite deliberate way to make people without residential phones to give up as they won't be able to do it. In other shops you have 30 days return policy. I haven't read that book so have no moral dilemma here.

here what happened if you try to return your book:

• you can use the Action option which should work www.amazon.co.uk/hz/mycd/myx?tag=mumsnet&ascsubtag=mnforum-21#/home/content/booksAll/dateDsc/ - no it doesn't work
  
• pop up message tells you: phone this number 0800 496 2449
  
• you call that number - you get a message "this number is not in service" - they tell you to use to their contact us page
  
• you go to contact us page
  
• when you are providing your number it has to be your residential number (they don't accept mobile)
  
• the Amazon employee can't provide full refund you are asking. She had to contact her supervisor for authorization and I had to wait for that to happen.

[Abraid2]

Did you click on the three dots? See first photo. You then get the second screen, giving the delete option. It has worked for me when I ordered a book by accident. (Not this one!)

[Fere]

yes, that is where the 0800 number came from @posterAbraid2

I was also able to return books in the past, but not now

[Abraid2]

But what happens when you click on the 'Return for refund' link? Perhaps you could post a screenshot? Have you changed email address? Credit card expired?

[CMOTDibbler]

I returned a book yesterday with no problems, so it does work

[Fere]

No email.change or card expiration. Just the message with that phone number.
I got my money back but after they called me back on my residential number.

There was no comment from the suppprt person that I should have done it online.

I am working FT in Software Application Support (doene for many yrars) so there's no doubt in my mind that there's a bug somewhere.

I can return Audible books without any issues only Kindle books I wasn't able to.

[Fere]

@Abraid2 here you are (not sure why you don't believe me what I've written)

[Abraid2]

I was trying to help you but your original post didn’t give enough information as to what was happening!

[ChessieFL]

I have heard of people having the automatic return facility suspended if they return a lot so could that have happened here?

[BarbaraofSeville]

Being angry seems to be a bit of an over-reaction. A 30 day return policy is at the retailer's discretion. You can return items bought online within 14 days, but I'm not sure if that applies to those which are delivered electronically.

You say that you've been able to return books in the past. I too am wondering if Amazon think that you've done it too often and have suspended this facility on your account?

[Reike]

Yes, I had the same message and it turned out I returned too many ebooks. I usually had to wait a few weeks or sometimes days until I was able to return them like usual

[RageAgainstTheSnowMachine]

Dumdum question probably but...when they call you back and you then have to press 2 or whatever to get through to a customer service advisor, there is no way the call can be charged back to you is there? Amazon ring your residential so they are picking up the tab for the call - please say yes!

[Fere]

@BarbaraofSeville if you read their instructions you can only return your books using the link I provided within 7 days of your purchase. I know that the law says 30 days. If your Amazon webpage says something different please post your screenshot here.

[MsRomanoff]

Amazon customer service has an option for them to ring you. Go on contact us.

[Fere]

@BarbaraofSeville this facility will allow you to return Kindle books only within 7 days of purchase. If you want to exercise you right of the 30 days past that - you will need to have residential phone number to enter for them to call you back.

@posterRageAgainstTheSnowMachine I guess so, but not everyone has residential numbers any more.