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+--- Thread: Accept and then reject SE (/Thread-Accept-and-then-reject-SE)
Accept and then reject SE - ethmoney6 - 01-18-2023
I ordered a jacket from Zalando ES and claimed DNA they asked me for a binding legal statement and I filled it out, after a week I contacted them again via live chat and an agent told me they had just accepted it and that I would be refunded in up to 7 working days, the next day I received an email that zalando would not refund me because the shipping company claimed they had delivered it correctly.
What should I do in this case?
Any comments are welcome and your opinion would be very helpful.
RE: Accept and then reject SE - Buddhism - 01-18-2023
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RE: Accept and then reject SE - Selmavw - 01-18-2023
Persistance is key in these situations. Contact them again and tell them they already promised you your refund.
If they still decline you can use the arguments @Buddhism presented.
If they still decline you ask for your claim to be escalated to a superior.
Hope this helps
RE: Accept and then reject SE - mothered - 01-19-2023
Quote: I contacted them again via live chat and an agent told me they had just accepted it and that I would be refunded in up to 7 working days^ Do you have a copy of the transcript?
Quote:the next day I received an email that zalando would not refund me because the shipping company claimed they had delivered it correctly.So what?
A successful delivery does not conclude person-to-person receipt of goods. What else did their message state?
RE: Accept and then reject SE - ethmoney6 - 01-21-2023
(01-19-2023, 03:09 AM)mothered Wrote:the agent claimed to have used all possible tools to solve this but could not give me a refund, I asked for my case to be escalated and demanded a solution as the product has not reached me so the responsibility is theirs, but they kept saying it had been delivered and they could do nothing, in the end I gave up and asked for a legitimate refund.Quote: I contacted them again via live chat and an agent told me they had just accepted it and that I would be refunded in up to 7 working days^ Do you have a copy of the transcript?
Quote:the next day I received an email that zalando would not refund me because the shipping company claimed they had delivered it correctly.So what?
A successful delivery does not conclude person-to-person receipt of goods. What else did their message state?
As for the transcript if I had it and I have attached it along with a screenshot of the chat and I have sent them by mail but it said that it must be a mistake and that I could not proceed with a refund.
RE: Accept and then reject SE - mothered - 01-22-2023
(01-21-2023, 04:07 PM)ethmoney6 Wrote: the agent claimed to have used all possible tools to solve thisIt doesn't tell you anything.
What tools? How were they used to conclusively assess the delivery personally made Its way to you? These are questions they should be answering with their replies.
(01-21-2023, 04:07 PM)ethmoney6 Wrote: but could not give me a refund, I asked for my case to be escalated and demanded a solution as the product has not reached me so the responsibility is theirs, but they kept saying it had been delivered and they could do nothingThey're totally missing the point.
It's understood the delivery made Its way to your address, but not "yourself". That's what they need to address.
(01-21-2023, 04:07 PM)ethmoney6 Wrote: in the end I gave up and asked for a legitimate refund.Fair enough.
(01-21-2023, 04:07 PM)ethmoney6 Wrote: As for the transcript if I had it and I have attached it along with a screenshot of the chat and I have sent them by mail but it said that it must be a mistakeWell, their mismanagement Is not your problem.
The refund was confirmed, and they failed to provide It without any justification whatsoever.