[savana88]

Hello. I received an email from amazon buyer account where they will write that I will not refund the item because according to them I sent an incorrect item. This is not an SE, it is a legitimate return. Can anyone help me understand how to behave?

[SpainAmbassador]

Oof, that's weird.

Contact them and explain the situation. Try to get why they think your return is illegitimate, ask them to tell you specifically what they received.

[savana88]

I asked what they found, they send me automatic emails. 😐🤷
I wrote that if they don't solve it, I'll go to the police

[SpainAmbassador]

I asked what they found, they send me automatic emails. 😐🤷
I wrote that if they don't solve it, I'll go to the police

Try live chat or phone call. Phone call may be the most effective, let them know your frustration.

[mothered]

according to them I sent an incorrect item.

How did they deem the Item was Incorrect?

I asked what they found, they send me automatic emails.

What did their emails state?

[savana88]

according to them I sent an incorrect item.

How did they deem the Item was Incorrect?

the first email said that "our returns department informed us that they had received the wrong item, and that item X was in the package delivered to the courier upon departure from our center. the item you sent us will be deleted. In the second email they wrote "thank you for contacting us, we contacted you to better understand the activity on your account, if you want to appeal please answer the email to speak to an account specialist"

I asked what they found, they send me automatic emails.

What did their emails state?

[mothered]

the first email said that "our returns department informed us that they had received the wrong item, and that item X was in the package delivered to the courier upon departure from our center.

A pretty vague response.

It doesn't specifically state how and why they've Identified It as the Incorrect Item. Ask them to clarify their findings/decision, by providing evidence that conclusively demonstrates the wrong Item was received.

In the second email they wrote "thank you for contacting us, we contacted you to better understand the activity on your account

There's nothing to understand - they've said the Incorrect Item was received and left It at that.

They could've made the whole thing up.

[savana88]

I'll update you as soon as they answer

[mothered]

I'll update you as soon as they answer

Please do.

[savana88]

they answered standard, usual emails, "We can close this conversation if you don't return the correct item we will have to charge you" these are a bunch of balls

@mothered