Next haven’t received my return

[Nametobechanged]

I returned an expensive order to Next, costing around £180. They refunded me but then yesterday sent an empty box to me saying that they hadn’t received my returned item and so were charging me for the missing item plus a £35 investigation fee. Is there anything I can do or am I screwed?

I’ve had this happen twice with next but my returns were picked up by Evri so they still refunded me but said the items hadn’t been received

Do you have a receipt for the return? If so, they don't have the right to assume that you mailed an empty box (which is what they are suggesting) and that it couldn't have been tampered with in transit. Threaten legal action. It isn't your responsibility to ensure that an item returned according to their instructions lands on their doorstep.

How did you return the item? Surely you have a tracking number?

I don't know what you can do (although it's a consumer law question so there may be more specific threads).

I am curious how you returned it. Did you sent it back, put it in a store returns box, or hand it to a person?

The latter 2 might have CCTV in store that Next can use to investigate. I am wary about the return boxes since our local store had a fault with them - the lock was broken, so theoretically someone could take out the item after you had scanned it in. They have since blacked them off, presumably until they are fixed.

Why have they sent you an empty box?

They received my return but claim I sent an empty box (which I didn’t). I’m trying to get more info as I assume Evri must have weighed it at some point which would prove I sent the shoes but they won’t engage in a discussion about it.

Sorry I know it’s not very helpful now, but I always go into the shop to process my returns. I’ll get an email confirmation straight away that it’s been returned.