[mothered]

Do you think they take photos of every parcel they receive?

It's not your concern.

Their reason to decline your claim, was due to the package being checked and the goods were missing. They could've made the whole thing up, therefore they must provide photographic evidence In support of their statement.

[Geckoo]

Do you think they take photos of every parcel they receive?

It's not your concern.

Their reason to decline your claim, was due to the package being checked and the goods were missing. They could've made the whole thing up, therefore they must provide photographic evidence In support of their statement.

Proceeded like this, contacted them via phone because they are garbage via chat. Received an email informing me that CS informed the responsible dep. to provide proof/evidence that the parcel was missing items.
What is it stopping them from just faking the whole process; take pictures of an empty box with tape on it to seem as it was wrapped and carried something…?

In that case I could insist on a document stating the receival of this package, but in for a penny in for a pound, they could fake that too?

Possible scenario or I am paranoid?

As always thank you!

[mothered]

What is it stopping them from just faking the whole process; take pictures of an empty box with tape on it to seem as it was wrapped and carried something…?

The evidence must clearly show all details of the shipping label, particularly the tracking number.

Also, ask them to contact the carrier and provide you with their records of the shipment as listed on the manifest. Tell them you'll cross-check the consignor & consignee details to verify It's true and correct.

In that case I could insist on a document stating the receival of this package, but in for a penny in for a pound, they could fake that too?

Possible scenario or I am paranoid? 

Paranoid.

As always thank you!

You're welcome.

[2ndround]

What is it stopping them from just faking the whole process; take pictures of an empty box with tape on it to seem as it was wrapped and carried something…?

The evidence must clearly show all details of the shipping label, particularly the tracking number.

Also, ask them to contact the carrier and provide you with their records of the shipment as listed on the manifest. Tell them you'll cross-check the consignor & consignee details to verify It's true and correct.

nice pro tip!

---

How old was your account and how many orders? Zalando.de is patched for fresh accounts for a while. Good accounts can try to go above 1000€ and bad accounts up to 500€,

It was like a week old when I tried the refund..
What differences a bad from a good acc?

seriously? account history, have you done refunds on the account or not, when was the last refund, how many orders/order value since the last refund.

[mothered]

What is it stopping them from just faking the whole process; take pictures of an empty box with tape on it to seem as it was wrapped and carried something…?

The evidence must clearly show all details of the shipping label, particularly the tracking number.

Also, ask them to contact the carrier and provide you with their records of the shipment as listed on the manifest. Tell them you'll cross-check the consignor & consignee details to verify It's true and correct.

nice pro tip!

Thanks.

Please keep us Informed with all developments.

[Geckoo]

So I received an email from them saying that they did the necessary checks and cannot offer me a refund at this time. I then wrote an email stating that I demand the manifesto and picture evidence of the claim, they then replied with the same answer, they are not saying there isn't any evidence or such, they are just denying the refund.
I then spoke with CS about the case for 30min, explained the situation and was greeted with the same robotic answer.
When I specified the request for the evidence they said that the responsible department or warehouse didn't provide the pictures or manifesto.
I then requested to receive contact info from this department and was greeted with "we only contact them via mail and don't have a number".

I then ranted about how it is possible to not have CC cameras, pictures taken and manifestos in a warehouse so big as Zalando's and asked if I need to involve my lawyer here.
I then requested that this chat about not having such evidence to support their decision be written on an email and sent to me instead of the robotic answer I have been receiving up until now.
After that the CS said that he will contact the responsible department again and mention that I am adamant about the evidence.

Lastly he said that although this department is not contactable I can certainly file a complaint and would be handled with a different department.

@mothered

[mothered]

the CS said that he will contact the responsible department again and mention that I am adamant about the evidence.

Good, your request Is moving forward.

Be sure to remain firm about collecting the evidence.

Lastly he said that although this department is not contactable I can certainly file a complaint and would be handled with a different department.

If the department relating to the conversation In the first quote above does not provide the evidence, request your claim be escalated to a senior level.

[Geckoo]

So I called them for an update and rep told me that based on tracking I cant be ref because the parcel never reached dhl.
I tell him I was being told for two months that parcel didnt contain the items, and suddenly different story??? I commented how they screwed up and are now changing the story..
I insisted on pictures and info from the manifesto, he’ll try to get them but I wouldnt hold my breath..

If I ask for a senior rep I think he’ll stick to the story about the tracking id not showing anything..

What are my options?

@mothered

[mothered]

So I called them for an update and rep told me that based on tracking I cant be ref because the parcel never reached dhl.
I tell him I was being told for two months that parcel didnt contain the items, and suddenly different story??? I commented how they screwed up and are now changing the story..

Forward all communications of their original chat pertaining to this:

They are saying that the parcel was checked and the items were not found

I insisted on pictures and info from the manifesto, he’ll try to get them

Good.

Be sure to remain firm with your request, and don't let them tell you otherwise.

If I ask for a senior rep I think he’ll stick to the story about the tracking id not showing anything..

Not If you have records of their contradictory replies.

Request your claim be escalated.

What are my options?

As per above.

[Geckoo]

So I called them for an update and rep told me that based on tracking I cant be ref because the parcel never reached dhl.
I tell him I was being told for two months that parcel didnt contain the items, and suddenly different story??? I commented how they screwed up and are now changing the story..

Forward all communications of their original chat pertaining to this:

They are saying that the parcel was checked and the items were not found

I insisted on pictures and info from the manifesto, he’ll try to get them

Good.

Be sure to remain firm with your request, and don't let them tell you otherwise.

If I ask for a senior rep I think he’ll stick to the story about the tracking id not showing anything..

Not If you have records of their contradictory replies.

Request your claim be escalated.

What are my options?

As per above.

An Update here:

I called them again today for an update on the request of the documents, the rep told me she would contact the responsible dep and request them.
I told her that after 2-3 Months of back and forth I wasn't having it anymore and requested to speak to a supervisor or a senior rep.
She then told me that there isn't one available atm. I ask if I call another time will I be able to speak with one, to which she replied that only her and her colleagues are available, no seniors.

So I am basically still waiting on the photo evidence and the copy of manifesto, which was declined to me multiple times.
I am very skeptic... What are next moves here?