[mothered]

And so the saga continues, turns out that it wasn’t an account issue after all:

That's why I asked for clarification - to establish your account's standing.

I understand that you would like to escalate this, however, all Amazon account specialists are trained to find the best possible resolutions for our customers' issues.

That's the point of the escalation - to review your claim and find a resolution. The question Is, why are they refusing to escalate It?

If you cannot escalate It, why does the account specialist team exist? "Demand" It.  As a customer/consumer, you're well within your rights to request your claim be reviewed by a higher level.

Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.

Again, they're failing to provide evidence of all the above.

Tell them to email you a copy of their findings that fully supports everything as stated.

To protect our employees and customers, we have disposed the incorrect item/mistaken returns as per our policy.

Irrespective of what their policy states, the product does not belong to them, so It must be returned to the rightful owner - yourself.

Accordingly, we cannot issue a refund for this order until we receive the correct item. Return the correct item to us if you would like a refund.”

That's not for them to decide, but rather the result of the escalation team's assessment.

[Datswansguy]

That's why I asked for clarification - to establish your account's standing.

While I don’t think this particular incident is related to the returns anymore, I looked back over the accounts history and there are a few more returns before the previous 6 months. However, I didn’t think that legitimate activity over 8 months ago would impact the current situation.

That's the point of the escalation - to review your claim and find a resolution. The question Is, why are they refusing to escalate It?

If you cannot escalate It, why does the account specialist team exist? "Demand" It.  As a customer/consumer, you're well within your rights to request your claim be reviewed by a higher level.

Tell them to email you a copy of their findings that fully supports everything as stated.

Should I wait to see their evidence before I make the push for an escalation? Or push anyways, while they retrieve it?

Irrespective of what their policy states, the product does not belong to them, so It must be returned to the rightful owner - yourself.

I think they’ve probably thrown it away at this point. Would they have the capacity to retrieve it after days(+)? & would this help with the claim?

[mothered]

Should I wait to see their evidence before I make the push for an escalation? Or push anyways, while they retrieve it?

Escalate It now.

Their assessment will also be based on the evidence that you've requested.

I think they’ve probably thrown it away at this point. Would they have the capacity to retrieve it after days(+)? & would this help with the claim?

Whether they can retrieve It or not, Is not your problem.

You want your Item back, and that's the end of It. In terms of the claim, they've disposed of the wrong Item you've (seemingly) received, so tossing It In the trash works against them.

[Datswansguy]

Escalate It now.

Their assessment will also be based on the evidence that you've requested.

I’ll do just that now.

Whether they can retrieve It or not, Is not your problem.

You want your Item back, and that's the end of It. In terms of the claim, they've disposed of the wrong Item you've (seemingly) received, so tossing It In the trash works against them.

The only problem with this, is that it does state this in their t&cs about ‘mistaken’ returns:

“ Please ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund.

If you have accidentally sent the wrong item to Amazon, please contact Customer Service as soon as possible as Amazon does not store mistakenly sent items. Amazon cannot guarantee your item will be found and returned, and no compensation is provided for incorrect items sent to Amazon.”

I’m going to spin a story about how I didn’t know it was a ‘mistaken’ return, so even if it wasn’t the item that I ordered, it wasn’t a mistaken return. Otherwise, they could simply refer to their policy.

[mothered]

I’ll do just that now.

Good to read.

Please reply when they respond.

The only problem with this, is that it does state this in their t&cs about ‘mistaken’ returns:

“ Please ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund.

If you have accidentally sent the wrong item to Amazon, please contact Customer Service as soon as possible as Amazon does not store mistakenly sent items.

The point Is (from a social engineering standpoint), you've claimed a wrong Item was received from Amazon Itself, so you've returned It.

As such, you did not mistakenly send the Item, but rather returned the one they originally dispatched to your address. Given they've disposed of It, there's no physical evidence to justify that they received an Incorrect Item - which deems their decision to decline your claim Inconclusive.

Remain adamant that their terms do not relate to your claim - It wasn't a mistake, you returned their (wrong) Item.

I’m going to spin a story about how I didn’t know it was a ‘mistaken’ return, so even if it wasn’t the item that I ordered, it wasn’t a mistaken return.

^ Exactly that.

[Datswansguy]

As such, you did not mistakenly send the Item, but rather returned the one they originally dispatched to your address. Given they've disposed of It, there's no physical evidence to justify that they received an Incorrect Item - which deems their decision to decline your claim Inconclusive.

The only thing about this, is that they’ve already made a note of the item they received. Could they not just refer back to the note?

Remain adamant that their terms do not relate to your claim - It wasn't a mistake, you returned their (wrong) Item.

That’s what I did - in addition to stating that I returned the item they sent me, I made sure to include the fact that multiple Amazon reps instructed me to return this item too.

[mothered]

The only thing about this, is that they’ve already made a note of the item they received. Could they not just refer back to the note?

There's no physical Item to cross-check their records, so who's to say their notes are true and correct?

They could've made the whole thing up. At the end of the day, they've disposed of the evidence required to evaluate your claim.

That’s what I did - in addition to stating that I returned the item they sent me, I made sure to include the fact that multiple Amazon reps instructed me to return this item too.

Well done.

We'll see how they'll try and dispute It.

[Datswansguy]

We'll see how they'll try and dispute It.

I haven’t heard from them since sending the message, so I think it’s been escalated - I guess we wait and see now .

[mothered]

I haven’t heard from them since sending the message, so I think it’s been escalated - I guess we wait and see now  .

The escalation team exists for a reason - to handle claims from customers who're unhappy with the original decision, so on request, It must be escalated.

[Datswansguy]

The escalation team exists for a reason - to handle claims from customers who're unhappy with the original decision, so on request, It must be escalated.

Looks like it wasn't escalated after all:
"Thank you for writing.
Your return for the order ~~~~ contained ~~~~~ instead of the original item.

Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.

Accordingly, we cannot issue a refund for this order until we receive the correct item. Return the correct item to us if you would like a refund."

It's the same answer that i received before from the account specialist, so i assume it hasn't been escalated yet. Should i keep pushing for it? It's been 3 times now, and they haven't provided evidence either.

On a side note, I have some of the sealing strips. Would this be too late/suspicious to use the sealed box method?