[mothered]

@mothered sorry for tagging you, but I need your opinion on this one.

No problem at all.

So it seems to me that they are treating this as a DNA?

They definitely believe you're referring to not receiving the package.

But I clearly stated to the rep that I received the package and opened it.

They've totally messed up the claim.

Given It's already In progress, comply with where It currently stands on their end - the DNA.

At this point, there's still a chance that you may receive your order, so we contacted the courier and the warehouse, to see if they still have the package

Obviously they will not locate It, which will lead to their request as per below.

Every delivery has a limit date for delivery, so if you don't get it before March 15, contact us.

Get In touch on the 15th.

The next course of action (If any), will be based on their response.

[SpainAmbassador]

Thank you so much! I will contact them on the 15th and update with whatever they say.

I have a feeling that the Amazon reps that dealt with my case don't give a shit anymore haha.

[mothered]

Thank you so much! I will contact them on the 15th and update with whatever they say.

You're most welcome.

We'll await their reply.

I have a feeling that the Amazon reps that dealt with my case don't give a shit anymore haha.

All It takes Is for one rep to misinterpret your claim, and It will then head In another direction - just like you've experienced here.

[SpainAmbassador]

So I was wondering, when I contact Amazon.es about the case, should I change my narrative in any way?
Since it started as an EB, but now they are treating it as a DNA, I don't know if I should go along with it and say that I didn't receive anything, or keep my previous statement and say that the Samsung box was empty.

My guess is that I continue my EB plan, since they probably have the past logs and it would be inconsistent if I change what I said, but I just wanna confirm.

Thanks in advance!

[mothered]

So I was wondering, when I contact Amazon.es about the case, should I change my narrative in any way?
Since it started as an EB, but now they are treating it as a DNA, I don't know if I should go along with it and say that I didn't receive anything, or keep my previous statement and say that the Samsung box was empty.

When you get In contact, ask them where your claim stands and see what they have to say.

If the DNA Is heading towards a successful outcome, perhaps with a refund In progress, stick with It. Otherwise, Inform them that you've claimed an empty box. Whatever the case may be, at the end of the day, they're to blame for mismanaging your claim, hence It releases you from responsibility.

[SpainAmbassador]

Update: Contacted Amazon.es

After a brief verification with the rep, they told me that they couldn't locate the headphones (obviously) and that they would send me an email with an "incident report" containing seven questions that I have to answer.

Here's the email through Google Translate:

We are sorry that you have not received the products of the order no. (order number). We will be happy to check it out. To get started, we will need some basic information.

Send your answers to the following questions in Spanish or English to es-deliveryinvestigation@Amazon.es from the email address associated with the Amazon account you used to place this order.

You can send your answers directly in an email or through an attachment (for example, PDF or JPG).

You must fill out the incident report so we can review it. Send a set of responses for each packet you haven't received. We usually respond within approximately 1-2 business days.

Respond with the following template filled in to include both the questions and the associated answers:

incident report

1. Order number:_______________

2. Today's date. MM-DD-YYYY:_______________

3. Date on which you realized that the order had not arrived. MM-DD-YYYY:_______________

4. Order tracking number:_______________

5. Name of the products that have not been received:_______________

6. Has it happened to you on other occasions that Amazon has not delivered orders that were marked as delivered?_______________

7. If yes, how many times has this happened? Have those previous packages that you have not received from Amazon been shipped to the same location as the package in question?_______________

Thank you for your cooperation.

So I'm gonna go ahead and send it to them.

[mothered]

So I'm gonna go ahead and send it to them.

Yes, It's perfectly fine to comply with the report.

As It stands, your claim Is heading In the right direction.

[SpainAmbassador]

My name is Lisa from the specialized department of Amazon.es, it is a pleasure to help you with your queries.

I have requested a refund of 99.00 euros to the account associated with your card used to purchase the order (order number). Please keep in mind that it may take up to 10 business days for the amount to be reflected in your account. Depending on your bank, the processing time for your refund may be longer.

You can check the status of your refund from "My Account", in the "Orders" section. For more information, visit our help page.

Success! Thanks for all the help @mothered

Looking forward to the next SE, if I do a couple legit purchases and wait 3-4 weeks I should be in the clear, right?

[mothered]

Success! Thanks for all the help @mothered

Great to read, well done with persevering throughout the entire claim.

And you're welcome with all assistance given.

Looking forward to the next SE, if I do a couple legit purchases and wait 3-4 weeks I should be in the clear, right?

Correct.

But don't use the same method as the previous SE.

[otiblack]

Can you give tutorial on how to get good ones?