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AIBU?

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Original poster

AIBU to expect Amazon to correct their mistake of refunding someone else’s account?

32 replies

VintageStitchers · 26/02/2021 15:10

I received a pair of trainers for DS from X as a Christmas present.
They had been bought via Amazon before Christmas and delivered mid-January. Fair enough.

Trainers were too small so I ordered an identical pair from Amazon in a bigger size and returned the original pair using the details from the gift receipt supplied in the box.

Amazon’s own policy says that the original gift giver will not be informed of the return and that the money will be credited to my account as a gift card balance.

I wanted DS to be able to wear the trainers when we can eventually meet up with X, and for X not to know that they bought the wrong size.

I completed the paperwork online, took a screenshot (!) and returned the trainers. Trainers were logged as having been received by Amazon Returns and refund to be issued.

No refund appeared in my account so after 4 weeks I’ve contacted customer services via Amazon Chat online.

They’ve admitted that they’ve refunded X’s account in error and stated that as the refund has been issued, there’s nothing more they can do. They actually suggested I contact X to ask for the money! Both the original chat person and the chat person’s supervisor have said this.

I’m astonished and angry that they’ve accepted they made a mistake but they’re not prepared to put it right. The amount is less than £50.

Has this happened to anyone else? Where shall I go next? I have no idea how to use Twitter so not keen on tweeting about my complaint.

Am I being unreasonable to expect Amazon to credit my account?

OP posts:
BernadetteRostankowskiWolowitz · 26/02/2021 15:12

I find it more odd that they dont process the refund to the original payee. Is this in their Ts&Cs?

Original poster
VintageStitchers · 26/02/2021 15:15

If you receive a gift with an M&S gift receipt included and you return it to the shop, would you expect M&S to refund you when you return the item or the original purchaser?

This is no different.

OP posts:
BernadetteRostankowskiWolowitz · 26/02/2021 15:22

@VintageStitchers

If you receive a gift with an M&S gift receipt included and you return it to the shop, would you expect M&S to refund you when you return the item or the original purchaser?

This is no different.

But if someone ordered something for me online at M&S and I returned it, the system would credit the card used to pay.
PercyPiginaWig · 26/02/2021 15:28

In that situation if it were a shop I'd have asked for an exchange.
A gift receipt doesn't usually entitle you yo a cash refund as far as I know.

I'm surprised that Amazon would give you a refund, unless it were an Amazon voucher, but if that is their terms then a resounding yes they need to fix it, not you.

Cowmilk · 26/02/2021 15:31

Dbro bought ds1 trainers as a present. They were too small so I took them to footlocker to exchange for bigger pair. They didn’t have the same trainers so I pick another pair for him and wanted to pay the difference. The man on the till insisted that I needed dbro bank card, to process this transaction. The receipt shows that dbro used his bank card to pay for it.

I ended up keeping the trainers for ds2 (waited a year) and I bought ds1 new cheaper trainers.

Cowmilk · 26/02/2021 15:33

Business are losing common sense.

If I was you I would call them again, they wasted your time I would do the same.

Original poster
VintageStitchers · 26/02/2021 15:35

It’s within their normal terms and conditions. I’ve got a screenshot of the refund process including the bit about not notifying the original gift giver. Thank goodness I always take screen shots when completing online transactions.

Where do I go to from here to get my refund?
Is there a specific email address I need to use to take my complaint further?

I’m hoping another mumsnetter has a positive experience of successfully navigating Amazon’s customer services.

OP posts:
Doveyouknow · 26/02/2021 15:37

When I worked in retail we were required to put the money back on the cat d the item was bought with. If someone had a gift receipt we could exchange or provide vouchers. Not sur if it is similar for online retailers

Jackie2022 · 26/02/2021 15:39

but they’re not prepared to put it right

What does this even mean?

At the end of the day, the matter is now between you and the original purchaser. Amazon can’t reclaim the money back from that person’s bank account now that the refund has been credited. The refund has been completed in full.

Are you expecting them to still give you a gift card? Why on earth would they refund the original purchaser and then separately give you a ~£50 gift card? That’s obviously a ridiculous demand.

They made a mistake but it certainly doesn’t warrant a £50 good will gesture. Have you not informed the gift purchaser of the situation? They might be happy to reorder the item as surely they have noticed the item was returned and a refund given to them

Redglitter · 26/02/2021 15:43

Would you not be better contacting whoever it was that bought the trainers & explain what happened & have them transfer you the money? Buying someone the wrong size is no big deal. Otherwise its going to look very odd- they've got the refund and you haven't mentioned it.

Cant imagine Amazon will be interested. Theyve refunded to their customer.

As pp said I don't think gift receipts entitle you to a refund

Kinneddar · 26/02/2021 15:45

If you receive a gift with an M&S gift receipt included and you return it to the shop, would you expect M&S to refund you when you return the item or the original purchaser

Nope I'd expect to be able to exchange the item or get a voucher to the value. I certainly wouldn't expect a refund. As pp said refunds go back to the card used in the purchase

BoyTree · 26/02/2021 15:49

Are you expecting them to still give you a gift card? Why on earth would they refund the original purchaser and then separately give you a ~£50 gift card? That’s obviously a ridiculous demand

Because the op made another purchase from them in the expectation that they would fulfil their own ts and Cs and refund the gift recipient.

I think the OP was hoping that they would rectify their mistake rather than leaving her to deal with it.

SoupDragon · 26/02/2021 15:52

Where do I go to from here to get my refund?

Speak to the gift giver. They already know you have returned the trainers and unless you explain they will think you didn't like them.

Disressingtimes · 26/02/2021 16:00

@SoupDragon

Where do I go to from here to get my refund?

Speak to the gift giver. They already know you have returned the trainers and unless you explain they will think you didn't like them.

^ this. Just tell them you swapped for the exact same but different size, send them a photo of DS wearing them, and explain they accidentally took payment?
Norwaydidnthappen · 26/02/2021 16:05

You need to speak to the gift giver and explain what happened. I don’t think they’ll be offended. They bought you something that didn’t fit so you returned and exchanged for the right size. It’s not like you returned them because you hated them.

neutraliseacid · 26/02/2021 16:09

refunds have to go back on the same card, something to do with fraud prevention (it’s been a while since I worked in retail).

obviously you need to speak to whoever bought them because as it stands, they’ll have got a refund for the gift and assume your son didn’t like them

what are you actually expecting Amazon to do to ‘put it right’?

etinox · 26/02/2021 16:11

Confused who's X?

SoupDragon · 26/02/2021 16:12

@etinox

Confused who's X?
The person who sent the trainers as a gift.
CertainGecko · 26/02/2021 16:13

Nope I'd expect to be able to exchange the item or get a voucher to the value. I certainly wouldn't expect a refund. As pp said refunds go back to the card used in the purchase

That's what amazon told op they would do. As it was marked a gift, she can reclaim the money as a gift balance. It's literally in the OP.

OP I agree with you, they should be dealing with this themselves. They can't get the money back off the purchaser but that's their error. They should still not be leaving you put of pocket.

Thimbleberries · 26/02/2021 16:13

Surely it would be worse if you don't contact the gift giver, as they will have noticed the refund in their account and might assume that you didn't like the gift and just returned it, which could seem quite rude without any explanation! Even if you don't ask them for the money, you probably need to mention it to them. (if you can afford it, you could just buy the new trainers yourself, and tell the gift giver that amazon exchanged them, so they don't feel obliged to then give you the money, in case they've spent it or something! If you can't afford it, though, then you might have to ask them. But I'd still explain, so that they know what happened).

FromageRay · 26/02/2021 16:14

OP isn't asking for a refund so the fact that refunds have to go back to the original purchaser is irrelevant.

If their policy says they will credit the account of the person returning the goods, that's what they should do.

They didn't. They cocked up and now need to put it right.

CertainGecko · 26/02/2021 16:14

refunds have to go back on the same card, something to do with fraud prevention (it’s been a while since I worked in retail).

It's not a refund, its a gift card and online and in store shops can both do it. You're exchanging the goods for a gift card.

CheeseCakeSunflowers · 26/02/2021 16:21

Amazon's terms and conditions clearly state that they will give you a gift card in these circumstances so I think you should now email their complaints department [email protected]

SoupDragon · 26/02/2021 16:24

@CheeseCakeSunflowers

Amazon's terms and conditions clearly state that they will give you a gift card in these circumstances so I think you should now email their complaints department complaints@amazon.co.uk
But it's far easier to speak to the gift giver. They already know the trainers have been returned now so they need an explanation anyway.
Chewingle · 26/02/2021 16:26

@VintageStitchers

It’s within their normal terms and conditions. I’ve got a screenshot of the refund process including the bit about not notifying the original gift giver. Thank goodness I always take screen shots when completing online transactions.

Where do I go to from here to get my refund?
Is there a specific email address I need to use to take my complaint further?

I’m hoping another mumsnetter has a positive experience of successfully navigating Amazon’s customer services.

Can we see the screen shot you took?
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