[pxl_rip]

Good morning. I'll go right on the point (and sorry for my english language).

During half december i sed a apl watch..
In the last days of december i started a legit return from abroad using a label (as per they instruction they couldnt give the prepaid due it was an international return) for an appl ipad. It was delivered during the first days of january. (then i send them the label and everything)

On half of january i contacted the support because i didn't receive any information about the return and they told me to wait thirty days.
I contacted by phonte after thirty days and they told me that the relevant department would have contacted me in some hours.

Then i receive an email that they cannot refund because i used my own label but I can contact the carrier to start an investigation.
I immediately call back and they told me that they would escalate the case....

What is wrong with them?
How can i move now?
Is there any chance i can lose my money?

[mothered]

i receive an email that they cannot refund because i used my own label.

Ridiculous.

As per their message below, they couldn't provide a label, hence you did the right thing by using your own. How else could the return have taken place? Via a carrier pigeon?

as per they instruction they couldnt give the prepaid due it was an international return

Is there any chance i can lose my money?

Not at all.

Request an escalation on the grounds of what I've stated above.

[pxl_rip]

i receive an email that they cannot refund because i used my own label.

Ridiculous.

As per their message below, they couldn't provide a label, hence you did the right thing by using your own. How else could the return have taken place? Via a carrier pigeon?

as per they instruction they couldnt give the prepaid due it was an international return

Is there any chance i can lose my money?

Not at all.

Request an escalation on the grounds of what I've stated above.

First of all thank you for your support.
I don't know If you have read my edit but I added that under their email days suggested me to contact the carrier to open an investigation with them.

The thing that feels Unreal to me is that it is a legit return and their suggestion to open an investigation with carrier doesn't make any sense since the tracking code shows that the package was correctly delivered to their warehouse

[mothered]

First of all thank you for your support.

You're always welcome.

I don't know If you have read my edit but I added that under their email days suggested me to contact the carrier to open an investigation with them.

I respond to 60+ posts per day, so apologies If I don't remember the events of your SE/claim.

The thing that feels Unreal to me is that it is a legit return and their suggestion to open an investigation with carrier doesn't make any sense since the tracking code shows that the package was correctly delivered to their warehouse

They've totally messed up the claim - a legit return without Inconsistencies does not warrant an Investigation with the carrier.

And given tracking has marked the return In full, a refund should be processed.

[pxl_rip]

i receive an email that they cannot refund because i used my own label.

Ridiculous.

As per their message below, they couldn't provide a label, hence you did the right thing by using your own. How else could the return have taken place? Via a carrier pigeon?

as per they instruction they couldnt give the prepaid due it was an international return

Is there any chance i can lose my money?

Not at all.

Request an escalation on the grounds of what I've stated above.

The funny thing is that they told me to use my label and after to send it to them to refund the shopping costs I paid by my own (and I did as they told... the even has the legit label and legit tracking).

And regarding last your message I specify: they suggested me that I on my own have to open an investigation with the carrier.

The problem is that in my last call the operator suggested that he was going to escalate the case.
But after I received a strange email, like they forwarded the previous email (saying that I will not be refunded) to me again.
So I do not know if the case is actually escalated or not.

I hope I explained myself clearly, sorry for my English language.

[ruonis55]

Next time, change the address to a Spanish one, wait for 24 hours and you will get a prepaid label, if not, just write to support and they should give you one. Because yeah, you will have to go on your own if something happens with your return and the process is pretty long and you can either win or lose. The better option also would be to call to Amazon.es if you see that they are sending the same emails, you would have more luck and they would understand you better.

[pxl_rip]

Next time, change the address to a Spanish one, wait for 24 hours and you will get a prepaid label, if not, just write to support and they should give you one.  Because yeah, you will have to go on your own if something happens with your return and the process is pretty long and you can either win or lose. The better option also would be to call to Amazon.es if you see that they are sending the same emails, you would have more luck and they would understand you better.

Yes but a prepaid label is for a shipping within es. I'm not in spain

[mothered]

The funny thing is that they told me to use my label and after to send it to them to refund the shopping costs I paid by my own (and I did as they told... the even has the legit label and legit tracking).

And regarding last your message I specify: they suggested me that I on my own have to open an investigation with the carrier.

The problem is that in my last call the operator suggested that he was going to escalate the case.
But after I received a strange email, like they forwarded the previous email (saying that I will not be refunded) to me again.
So I do not know if the case is actually escalated or not.

What did your last conversation with them entail?

[pxl_rip]

The funny thing is that they told me to use my label and after to send it to them to refund the shopping costs I paid by my own (and I did as they told... the even has the legit label and legit tracking).

And regarding last your message I specify: they suggested me that I on my own have to open an investigation with the carrier.

The problem is that in my last call the operator suggested that he was going to escalate the case.
But after I received a strange email, like they forwarded the previous email (saying that I will not be refunded) to me again.
So I do not know if the case is actually escalated or not.

What did your last conversation with them entail?

I received the email that they are not going to refund me because I use a label paid on my own. And to call the carrier to investigate with them.

Then I called and the operator suggested that he was going to escalate the case.

After the call I received the same email as before but with a strange subject like (forwarded contact: phone call).

[mothered]

Then I called and the operator suggested that he was going to escalate the case.

Do you have any form of reference/record of the above?