[Jack6688]

Hi, I tried to SE with Zalando saying that I've not received some of the articles.

After that, they sent me an email, telling that I have to prove that I did not received these items.
They also blocked my account, saying that I need to send a copy of my identity car.d to unblock it.

What can I do ??

- Say that I can't prove that I don't receveid them and insist ?
- Say that they were in the package but with the lot of other items I did not see'n it, and ask them to send it back.
- Just not respond and send it back to them with the return form included in the package

Thanks.

[unkn0wn123]

Call them and act that your very angry about how you've been treated, try to get a scan of a fake ID with the name of address that the items where shipped to. Remember if this happened for real you would be really annoyed and would have been mistreated.
Play on that.

[Jack6688]

This is a big order and I'm kind of a newbie, I would be really annoyed if I had to pay for the order.
Is it safe to "continue" as you recommand ?

I would personnaly prefer to send it back to them and get a refund but what is the best way now that I said I didn't received the items... ?

[mothered]

So you've used the missing Item method.

In their email, what type of proof are they requesting?

[Jack6688]

The mail :

Hello,

A check of your order 1030105054713482 has shown that all items have been sent correctly.

We are therefore unable to provide a refund unless you can prove that the items did not arrive.

Thank you for your understanding.

We have also disabled your Zalando account.

If you wish to reactivate this account, I invite you to provide us with a valid ID.

[Jack6688]

Also already signed the "declaration on honour" so I really don't want to fuck it up and play safe.

I plan to say that I apologise and that my roommate pranked me and that I will sent back the items ?

Is it safe accordling to you ?

[mothered]

The mail :

Hello,

A check of your order 1030105054713482 has shown that all items have been sent correctly.

We are therefore unable to provide a refund unless you can prove that the items did not arrive.

Thank you for your understanding.

We have also disabled your Zalando account.

If you wish to reactivate this account, I invite you to provide us with a valid ID.

The email Is very vague, poorly written and their decision to disable your account prior to giving you the opportunity to comply with their request, Is appalling.

Contact them and ask the following.

* What type of proof do you require?
* On what grounds was my account disabled?
* Why was It disabled prior to allowing the opportunity to comply with your request?

In my view and evidently so, their accounts/administrative department needs a serious overhaul.

[Jack6688]

I just responded as you told me, I'll keep you informed.
Thanks for all, in case it really goes wrong, is the option I told you just before safe in your opinion ?

[mothered]

is the option I told you just before safe in your opinion ?

If you send back the Items, obviously It will resolve the matter.

However, their actions toward you Is totally uncalled-for. I'd go as far as speaking with their senior and requesting an apology.

[Jack6688]

They already responded :
"We invite you to send us a copy of a theft complaint to the Police.

I wish you a good day.

Sincerely,"

It's too far for me, I will apologise saying that my roomate pranked me.
Should I wait before responding, otherwise it would be suspect that I just discover it was a prank when they told me this ?