RE: Able to get a refund through an investigation? 04-17-2018, 03:32 PM
#11
Same as in France, haha I noticed the difference since I moved in the US, that's a good point :p
The stories and information posted here are artistic works of fiction and falsehood. Only a fool would take anything posted here as fact.
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RE: Able to get a refund through an investigation? 04-17-2018, 03:32 PM
#12
(04-17-2018, 01:59 PM)Whew Wrote: How do I work my way around it after the investigation is done?
Can't say at this stage. Wait for the result of the Investigation.
They may well conclude a refund, so there'll be no need to work around anything. If they don't (refund), your next course of action will depend on their response.
![[Image: AD83g1A.png]](http://i.imgur.com/AD83g1A.png)
RE: Able to get a refund through an investigation? 04-17-2018, 03:32 PM
#13
I thought it was good too, but my last chat with customer service didn't end so well:
I've taken out my name for this transcript.
11:07 PM PDT Ameerunnisa: May I place you on hold for 2 minutes while I look in to this?
11:07 PM PDT ---: Sure
11:08 PM PDT Ameerunnisa: This order has been marled as delivered to you already, I'm sorry we will not be able to help you with this order.
You can contact the carrier for further queries.
11:08 PM PDT ---: That's the thing, I never got it
11:09 PM PDT ---: I talked to someone yesterday and they said it might've been a misscan and told me it would be here by today
11:10 PM PDT Ameerunnisa: I can confirm you that this was not a misscan and we will not be able to help you with this one.
Talked with them a day before this and they told me it was a misscan. Don't know if that was suppose to mean anything
I've taken out my name for this transcript.
11:07 PM PDT Ameerunnisa: May I place you on hold for 2 minutes while I look in to this?
11:07 PM PDT ---: Sure
11:08 PM PDT Ameerunnisa: This order has been marled as delivered to you already, I'm sorry we will not be able to help you with this order.
You can contact the carrier for further queries.
11:08 PM PDT ---: That's the thing, I never got it
11:09 PM PDT ---: I talked to someone yesterday and they said it might've been a misscan and told me it would be here by today
11:10 PM PDT Ameerunnisa: I can confirm you that this was not a misscan and we will not be able to help you with this one.
Talked with them a day before this and they told me it was a misscan. Don't know if that was suppose to mean anything
RE: Able to get a refund through an investigation? 04-17-2018, 03:35 PM
#14
Hum, they seem to be really stubborn here.
Maybe the chat isn't the easy way to do it, it is?
Maybe the chat isn't the easy way to do it, it is?
(This post was last modified: 04-17-2018, 03:35 PM by Scorpio.)
RE: Able to get a refund through an investigation? 04-17-2018, 03:43 PM
#15
(04-17-2018, 03:32 PM)Whew Wrote: I thought it was good too, but my last chat with customer service didn't end so well:
I've taken out my name for this transcript.
11:07 PM PDT Ameerunnisa: May I place you on hold for 2 minutes while I look in to this?
11:07 PM PDT ---: Sure
11:08 PM PDT Ameerunnisa: This order has been marled as delivered to you already, I'm sorry we will not be able to help you with this order.
You can contact the carrier for further queries.
11:08 PM PDT ---: That's the thing, I never got it
11:09 PM PDT ---: I talked to someone yesterday and they said it might've been a misscan and told me it would be here by today
11:10 PM PDT Ameerunnisa: I can confirm you that this was not a misscan and we will not be able to help you with this one.
Talked with them a day before this and they told me it was a misscan. Don't know if that was suppose to mean anything
In my opinion, this is a clear demonstration that saying you didn't receive the package isn't always the best choice.
The problem is when you put the mistake on the carrier, a SE can work out even in this situation, but overall it's just a bad choice from what i've seen.
RE: Able to get a refund through an investigation? 04-17-2018, 04:21 PM
#16
I have seen many times people saying that we should everytime avoid to say the fact it was the Carrier fault because otherwise Amazon will just tell you it's not their fault .. Like in this case
RE: Able to get a refund through an investigation? 04-20-2018, 10:25 AM
#17
Update on the situation:
Customer Service
Hello,
Here's a copy of the chat transcript you requested:
Initial Question: Hi, I asked where my order was and the employee said they'll investigate the order before issuing a refund. I'm just checking the status of the investigation since It's been 3 days
09:41 PM PDT Aswathy(Amazon): Hello, my name is Aswathy. I'm here to help you today.
Hi ----!
"Thank you for being a Prime member."
09:41 PM PDT -----: Pleasure to meet you Aswathy!
09:42 PM PDT Aswathy: Thank you.
How're you -----?
09:42 PM PDT -----: Good, and you?
09:42 PM PDT Aswathy: I'm glad to hear that.
09:43 PM PDT Aswathy: I'm good. Thank you for asking.
09:43 PM PDT -----: I was just wondering if you could help me out with this issue
09:44 PM PDT Aswathy: I can check for all possible options to help you with this.
Could you please help me with your order number ?
09:44 PM PDT -----: Sure, give me a second
09:44 PM PDT Aswathy: Sure, take your time.
I'm also reviewing your previous chat.
09:44 PM PDT Chris: **3-****613-*******
09:44 PM PDT Aswathy: Thank you so much.
Please allow me a moment to check the details for you.
09:44 PM PDT -----: I also called on the phone which is the call that they said they'd investigate
09:45 PM PDT Aswathy: Thank you for the information.
09:45 PM PDT -----: No problem
09:46 PM PDT Aswathy: Thanks for waiting.
09:47 PM PDT Aswathy: I see that the item is already delivered to your address .
09:48 PM PDT Aswathy: It was delivered on April 14, 2018
09:48 PM PDT -----: That's the problem, it was marked as delivered but it never came
09:49 PM PDT Aswathy: Our team is still investigating on this issue.
I request you to wait.
09:49 PM PDT -----: How much longer may I ask?
09:49 PM PDT Aswathy: I'm sorry I can't get you a time frame for this.
09:50 PM PDT -----: How can I get my money back while the team is doing their investigation?
09:51 PM PDT -----: I assure you, it never came
09:52 PM PDT -----: Sorry, I'm not trying to pressure you or anything. I honestly just want my money back
09:52 PM PDT Aswathy: Once the investigation is completed they will get back to you via your email with the details.
09:53 PM PDT ----: How long do these investigations usually take?
09:54 PM PDT Aswathy: It may take few days.
09:55 PM PDT Aswathy: This is because the tracking shows item is delivered already.
09:56 PM PDT -----: Should I wait a couple more days then before requesting customer support again?
09:56 PM PDT Aswathy: yes -----.
09:56 PM PDT -----: Okay
09:56 PM PDT Aswathy: Is there anything else I can assist you with today?
09:57 PM PDT -----: No, this was all. Sorry if I stressed you out Aswathy.
09:57 PM PDT Aswathy: It's okay -----.
Thank you for contacting Amazon. Please click on the "End Chat" to close this window.
09:57 PM PDT -----: I hope you have a wonderful day
09:57 PM PDT Aswathy: Take care!
bye
09:57 PM PDT -----: You too
Thank you.
---
Hope this works once the investigation goes through. Never had this problem before, but I guess they've improved their methods on how to deal with SE'ers
Customer Service
Hello,
Here's a copy of the chat transcript you requested:
Initial Question: Hi, I asked where my order was and the employee said they'll investigate the order before issuing a refund. I'm just checking the status of the investigation since It's been 3 days
09:41 PM PDT Aswathy(Amazon): Hello, my name is Aswathy. I'm here to help you today.
Hi ----!
"Thank you for being a Prime member."
09:41 PM PDT -----: Pleasure to meet you Aswathy!
09:42 PM PDT Aswathy: Thank you.
How're you -----?
09:42 PM PDT -----: Good, and you?
09:42 PM PDT Aswathy: I'm glad to hear that.
09:43 PM PDT Aswathy: I'm good. Thank you for asking.
09:43 PM PDT -----: I was just wondering if you could help me out with this issue
09:44 PM PDT Aswathy: I can check for all possible options to help you with this.
Could you please help me with your order number ?
09:44 PM PDT -----: Sure, give me a second
09:44 PM PDT Aswathy: Sure, take your time.
I'm also reviewing your previous chat.
09:44 PM PDT Chris: **3-****613-*******
09:44 PM PDT Aswathy: Thank you so much.
Please allow me a moment to check the details for you.
09:44 PM PDT -----: I also called on the phone which is the call that they said they'd investigate
09:45 PM PDT Aswathy: Thank you for the information.
09:45 PM PDT -----: No problem
09:46 PM PDT Aswathy: Thanks for waiting.
09:47 PM PDT Aswathy: I see that the item is already delivered to your address .
09:48 PM PDT Aswathy: It was delivered on April 14, 2018
09:48 PM PDT -----: That's the problem, it was marked as delivered but it never came
09:49 PM PDT Aswathy: Our team is still investigating on this issue.
I request you to wait.
09:49 PM PDT -----: How much longer may I ask?
09:49 PM PDT Aswathy: I'm sorry I can't get you a time frame for this.
09:50 PM PDT -----: How can I get my money back while the team is doing their investigation?
09:51 PM PDT -----: I assure you, it never came
09:52 PM PDT -----: Sorry, I'm not trying to pressure you or anything. I honestly just want my money back
09:52 PM PDT Aswathy: Once the investigation is completed they will get back to you via your email with the details.
09:53 PM PDT ----: How long do these investigations usually take?
09:54 PM PDT Aswathy: It may take few days.
09:55 PM PDT Aswathy: This is because the tracking shows item is delivered already.
09:56 PM PDT -----: Should I wait a couple more days then before requesting customer support again?
09:56 PM PDT Aswathy: yes -----.
09:56 PM PDT -----: Okay
09:56 PM PDT Aswathy: Is there anything else I can assist you with today?
09:57 PM PDT -----: No, this was all. Sorry if I stressed you out Aswathy.
09:57 PM PDT Aswathy: It's okay -----.
Thank you for contacting Amazon. Please click on the "End Chat" to close this window.
09:57 PM PDT -----: I hope you have a wonderful day
09:57 PM PDT Aswathy: Take care!
bye
09:57 PM PDT -----: You too
Thank you.
---
Hope this works once the investigation goes through. Never had this problem before, but I guess they've improved their methods on how to deal with SE'ers
RE: Able to get a refund through an investigation? 04-20-2018, 01:20 PM
#18
Well, at this point, it's out of your hand so you just have to wait for their reply...
RE: Able to get a refund through an investigation? 04-20-2018, 02:49 PM
#19
Best of luck, I'm stuck in the middle of an investigation too on Amazon.de.
They keep emailing me the same response no matter what I say - been over a month in investigation.
Fingers crossed they refund you soon!
They keep emailing me the same response no matter what I say - been over a month in investigation.
Fingers crossed they refund you soon!
RE: Able to get a refund through an investigation? 04-28-2018, 12:41 PM
#20
Sorry about the necro-post, but I just wanted to give the final update on this situation.
Initial Question: I haven't received this package even though it has been marked as delivered. I tried talking to multiple Amazon customer support and they keep telling me they'll "investigate on this issue. It has been nearly 2 weeks and they keep telling me that the investigation team only takes a few days
04:07 AM PDT Jayson(Amazon): Hello, my name is Jayson. I'm here to help you today.
04:07 AM PDT ----: Hello Jayson. Thank you for taking the time to help me today
04:09 AM PDT Jayson(Amazon): I'm sorry we were disconnected. I can pick up where we left off.
04:09 AM PDT ----: Sorry, internet cut off for a second
That was my fault. No need to apologize
04:09 AM PDT Jayson: No problem -----.
04:10 AM PDT Jayson: By the way, nice to meet you -----, Thank you for being a Prime member.
04:10 AM PDT ----: It's nice to meet you too Jayson
04:10 AM PDT Jayson: I'm so sorry to hear that you haven't located your package even though tracking says it's been delivered. No worries, I'll be more than happy to check on this for you and see what I can do to help.
04:11 AM PDT Jayson: To better help you, may I have the order number, please?
04:11 AM PDT -----: Sure, let me copy and paste it
113------13---------
04:11 AM PDT Jayson: Sure -----, take your time.
Thank you for the order number -----.
04:11 AM PDT -----: No problem
04:12 AM PDT Jayson: Just to verify, is this for the Acer Gaming Monitor correct?
04:12 AM PDT -----: Yes
04:12 AM PDT Jayson: Thank you for confirming ------.
04:13 AM PDT Jayson: May I have your complete shipping address, please?
04:13 AM PDT ------: : ---------, ------------
------ is the zip
04:13 AM PDT Jayson: Thank you for that -----.
04:14 AM PDT Jayson: Since this item was marked as delivered. May I ask, did you try asking your relatives and neighbors if they happen to see the package?
04:14 AM PDT -----: Yes I did
04:14 AM PDT Jayson: Oh I see, thank you for that information.
04:21 AM PDT Jayson: Thank you for waiting ------.
04:21 AM PDT -----: No problem
04:22 AM PDT Jayson: Upon checking here -----, since your order was delivered on Saturday, April 14, 2018 and you haven't yet receive it, no worries, in this case, I'll be more than happy to send a form to our team to investigate on this matter and just wait for the response on it.
04:22 AM PDT -----: I've been waiting on the investigation team for 2 weeks though..
04:23 AM PDT Jayson: I see, thank you for that, just stay on the line and let me check for the best action we can do.
04:23 AM PDT -----: Thank you Jayson
04:26 AM PDT Jayson: In this case, since you haven't yet receive your order, I'll be more than happy to process a refund or replacement, which do you prefer?
04:26 AM PDT -----: I would like a refund please
04:27 AM PDT Jayson: Sure -----.
As an alternative to your original payment method, you can receive your refund on Amazon Gift Card to expedite your funds availability. Which method would you prefer?
04:27 AM PDT ------: I'd prefer it on the original payment method
04:27 AM PDT Jayson: Sure, one moment, please.
04:28 AM PDT -----: Thanks Jayson. You're the man
04:29 AM PDT Jayson: Your'r welcome -----.
04:32 AM PDT Jayson: There you go!
I have requested a refund of [amount]. You’ll see the refund to your credit card in 3-5 business days.
04:32 AM PDT ------: Alright! Thanks again Jayson
04:32 AM PDT Jayson: I have requested a refund of $161.51. You’ll see the refund to your credit card in 3-5 business days
04:33 AM PDT Jayson: I want to make sure that I have covered all of your concerns for today. Please let me know if there is anything else I may help you with.
04:33 AM PDT -----: This was all. Again, thank you so much
04:33 AM PDT Jayson: Perfect! I'm very happy that I helped you today.
Thank you for contacting Amazon. Have a good one!
Don't forget to click "End Chat" to close this window.
Take care!
Thanks again!
04:33 AM PDT -----: Hope you have a great day. Bye!
-
It took 2 weeks, but I finally got it xD
Good luck to anyone else trying to SE!
Initial Question: I haven't received this package even though it has been marked as delivered. I tried talking to multiple Amazon customer support and they keep telling me they'll "investigate on this issue. It has been nearly 2 weeks and they keep telling me that the investigation team only takes a few days
04:07 AM PDT Jayson(Amazon): Hello, my name is Jayson. I'm here to help you today.
04:07 AM PDT ----: Hello Jayson. Thank you for taking the time to help me today
04:09 AM PDT Jayson(Amazon): I'm sorry we were disconnected. I can pick up where we left off.
04:09 AM PDT ----: Sorry, internet cut off for a second
That was my fault. No need to apologize
04:09 AM PDT Jayson: No problem -----.
04:10 AM PDT Jayson: By the way, nice to meet you -----, Thank you for being a Prime member.
04:10 AM PDT ----: It's nice to meet you too Jayson
04:10 AM PDT Jayson: I'm so sorry to hear that you haven't located your package even though tracking says it's been delivered. No worries, I'll be more than happy to check on this for you and see what I can do to help.
04:11 AM PDT Jayson: To better help you, may I have the order number, please?
04:11 AM PDT -----: Sure, let me copy and paste it
113------13---------
04:11 AM PDT Jayson: Sure -----, take your time.
Thank you for the order number -----.
04:11 AM PDT -----: No problem
04:12 AM PDT Jayson: Just to verify, is this for the Acer Gaming Monitor correct?
04:12 AM PDT -----: Yes
04:12 AM PDT Jayson: Thank you for confirming ------.
04:13 AM PDT Jayson: May I have your complete shipping address, please?
04:13 AM PDT ------: : ---------, ------------
------ is the zip
04:13 AM PDT Jayson: Thank you for that -----.
04:14 AM PDT Jayson: Since this item was marked as delivered. May I ask, did you try asking your relatives and neighbors if they happen to see the package?
04:14 AM PDT -----: Yes I did
04:14 AM PDT Jayson: Oh I see, thank you for that information.
04:21 AM PDT Jayson: Thank you for waiting ------.
04:21 AM PDT -----: No problem
04:22 AM PDT Jayson: Upon checking here -----, since your order was delivered on Saturday, April 14, 2018 and you haven't yet receive it, no worries, in this case, I'll be more than happy to send a form to our team to investigate on this matter and just wait for the response on it.
04:22 AM PDT -----: I've been waiting on the investigation team for 2 weeks though..
04:23 AM PDT Jayson: I see, thank you for that, just stay on the line and let me check for the best action we can do.
04:23 AM PDT -----: Thank you Jayson
04:26 AM PDT Jayson: In this case, since you haven't yet receive your order, I'll be more than happy to process a refund or replacement, which do you prefer?
04:26 AM PDT -----: I would like a refund please
04:27 AM PDT Jayson: Sure -----.
As an alternative to your original payment method, you can receive your refund on Amazon Gift Card to expedite your funds availability. Which method would you prefer?
04:27 AM PDT ------: I'd prefer it on the original payment method
04:27 AM PDT Jayson: Sure, one moment, please.
04:28 AM PDT -----: Thanks Jayson. You're the man
04:29 AM PDT Jayson: Your'r welcome -----.
04:32 AM PDT Jayson: There you go!
I have requested a refund of [amount]. You’ll see the refund to your credit card in 3-5 business days.
04:32 AM PDT ------: Alright! Thanks again Jayson
04:32 AM PDT Jayson: I have requested a refund of $161.51. You’ll see the refund to your credit card in 3-5 business days
04:33 AM PDT Jayson: I want to make sure that I have covered all of your concerns for today. Please let me know if there is anything else I may help you with.
04:33 AM PDT -----: This was all. Again, thank you so much
04:33 AM PDT Jayson: Perfect! I'm very happy that I helped you today.
Thank you for contacting Amazon. Have a good one!
Don't forget to click "End Chat" to close this window.
Take care!
Thanks again!
04:33 AM PDT -----: Hope you have a great day. Bye!
-
It took 2 weeks, but I finally got it xD
Good luck to anyone else trying to SE!
(This post was last modified: 04-28-2018, 12:42 PM by Fate.)
