[Datswansguy]

So I received a response @mothered ....

Our Returns Department advised us that they received Basic and Little Android Phone, . We confirmed the Apple iPhone 13 Pro (256GB) - Gold from order #~~~~~~ was in the box given to CARRIER at the time it left our fulfillment center.



We are discarding the Basic and Little Android Phone, that you sent. We will be happy to accept the return of the correct item at your earliest convenience.


We cannot issue a refund for this order until we receive the correct item. Please return the correct item to us by 12 February, 2022 if you would like a refund.


We will have to re-charge you for the item if you do not return the correct item by 12 February, 2022.

Our Account Specialist team is unable to provide support via phone or chat at this time, but if you would like to appeal this decision, please reply to this email.

Account Specialist

[mothered]

We confirmed the Apple iPhone 13 Pro (256GB) - Gold from order #205-5293942-3871513 was in the box given to CARRIER at the time it left our fulfillment center.

Request a copy of their confirmation, that clearly and conclusively demonstrates the phone was enclosed In the box when In the hands of the carrier, to when It was In transit and at the time of delivery to your address.

Be sure to use the exact wording as highlighted above. They must provide evidence of all events.

We are discarding the Basic and Little Android Phone, that you sent.

They have no right to dispose of an Item that's not rightfully theirs.

Tell (and not ask) them to return It asap.

but if you would like to appeal this decision, please reply to this email.

Do exactly that - request your claim be escalated due to Insufficient Information as per the first point above.

[Datswansguy]

We confirmed the Apple iPhone 13 Pro (256GB) - Gold from order #205-5293942-3871513 was in the box given to CARRIER at the time it left our fulfillment center.

Request a copy of their confirmation, that clearly and conclusively demonstrates the phone was enclosed In the box when In the hands of the carrier, to when It was In transit and at the time of delivery to your address.

Be sure to use the exact wording as highlighted above. They must provide evidence of all events.

We are discarding the Basic and Little Android Phone, that you sent.

They have no right to dispose of an Item that's not rightfully theirs.

Tell (and not ask) them to return It asap.

but if you would like to appeal this decision, please reply to this email.

Do exactly that - request your claim be escalated due to Insufficient Information as per the first point above.

Got it, thanks! I’ll fire off the response now

[mothered]

Got it, thanks! I’ll fire off the response now

You're welcome.

I can confidently say without a shadow of a doubt, that they will not address this:

Request a copy of their confirmation, that clearly and conclusively demonstrates the phone was enclosed In the box when In the hands of the carrier, to when It was In transit and at the time of delivery to your address.

They will attempt to avoid the direct request, by replying with an Indirect and Inconclusive response. It plays a major role with the shipment, by way of receiving the wrong Item, so remain adamant that the evidence Is needed to accurately evaluate and finalize the claim.

[Datswansguy]

They will attempt to avoid the direct request, by replying with an Indirect and Inconclusive response. It plays a major role with the shipment, by way of receiving the wrong Item, so remain adamant that the evidence Is needed to accurately evaluate and finalize the claim.

Understood, I was nervous before but you’ve restored my confidence . I’ll post updates as they happen!

[mothered]

Understood, I was nervous before but you’ve restored my confidence . I’ll post updates as they happen!

Just remember that they cannot confirm the purchased phone was In the package while travelling through the carrier's network, to when It was delivered to you.

That's their weakness, and It's your strength - which Is what you'll use to your advantage under the circumstances of your claim.

[Datswansguy]

Just remember that they cannot confirm the purchased phone was In the package while travelling through the carrier's network, to when It was delivered to you.

That's their weakness, and It's your strength - which Is what you'll use to your advantage under the circumstances of your claim.

You were right about their response:

Thank you for writing to us. We contacted you so that we could better understand the activity on your account.

We cannot issue a refund for this order until we receive the correct item. If you have the item and would still like a refund, please return the item to us by 12 February 2022.

If you would like to appeal this decision, please reply to this email to reach an Account Specialist. Our Customer Service team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

If you have any order or account-related concerns, please contact our Customer Service team via the link below. Customer service will not be able to answer any other question about the refund on your order ~~~~~~~~

Account Specialist

[Datswansguy]

Received another reply @mothered ... I pressed some more, then received this message:

“Thank you for helping us better understand the activity on your account. We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.

If you have no further feedback regarding your shopping experience, we can close this conversation and you can continue to shop as usual on Amazon.co.uk. “

This was in response to me asking for evidence & the phone to be sent back. Did I fuck up?

[mothered]

You were right about their response:

Thank you for writing to us. We contacted you so that we could better understand the activity on your account.

We cannot issue a refund for this order until we receive the correct item. If you have the item and would still like a refund, please return the item to us by 12 February 2022.

That's complete nonsense, and not relevant to what you requested - which Is an Integral part of evaluating the claim.

If you would like to appeal this decision, please reply to this email to reach an Account Specialist.

Do exactly that and be sure to ask them to confirm the questions as stated earlier.

They cannot reverse this decision or share more details on this matter.

More nonsense.

If they cannot be of help, why Is there an escalation team? They're obligated to review the claim In an Impartial and unbiased manner.

[Datswansguy]

More nonsense.

If they cannot be of help, why Is there an escalation team? They're obligated to review the claim In an Impartial and unbiased manner.

I think they were referring to the customer service team, rather than the specialists. Even so, why tf is a CS rep even responding, when it should only be a specialist.

I was about to press on with the claim, but I did have a thought. This phrase of the latter email is what I’m trying to get around now:

“ We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.”

I was thinking that this could be a few things. Firstly, could they relate my friend’s account to mine? My phone has been on the same IP a couple times, but I don’t think Amazon was open at the time.

Secondly, I searched through quite a few phones (for the replacement phone) on my account before I performed the SE - could they see this and correlate it to me buying the android phone on a different account?

Lastly, I got someone I knew to try and SE an iPhone 13 a month ago. The order was made in nov, and his SE attempted early December. However, it didn’t work and I ended up just returning it legitimately (got the money back in my account on dec 23rd).

I guess I won’t know the issue until i press them for it (if their claim was even legit anyways), but should I change my attack vector to account for these 3 possible scenarios?

Once again, thanks for your advice