Change In Amazon Return Process?

ZackyD on 09/02/2022 - 22:34

Hi All,

Not sure if there has been a change in the way they process returns and refunds.
I've only returned 3 things since joining 4 years ago but every time I sent it back via Aus Post, I would get almost instant confirmation that a refund was on it's way (Pretty much as soon as Aus Post scans the return slip)

They would normally say your card would be charged back if the item wasn't received or something along those lines.

I just returned a faulty hard drive and recieved confirmation that it reached Amazon 2 days ago but customer service told me it can take upto 10 days.

Could this potentially be due to the hard drive costing $500 compared to past returns being less than $200?

Cheers

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Comments

  • AnDyStYLe on 09/02/2022 - 22:44
    +1

    Funny you raised this post, I was actually thinking the exact same thing. I only just returned an item and I tracked AusPost and noticed it was received by Amazon two days ago. Same sentiment, previous returns I got confirmation from Amazon almost instantly went it was dropped off at AusPost and article lodgement attained, however this time I'm still waiting for Amazon to make a move. The only difference for me on this occasion was that the purchase I made was an Amazon UK item, rather than Amazon AU (it was purchased through Amazon AU though). I was thinking it was due to this, however since your post I guess maybe Amazon has made an adjustment in their refund policy, maybe?

    • ZackyD on 09/02/2022 - 22:49
      +1

      It seems to be quite a coincidence. Might be due to fraud or too many people taking advantage of the policy.
      Just found it really strange for it to change all of a sudden.

      Also just for your own information, Their customer service cannot do anything to speed up the process even if you scan a copy of the Aus Post return confirmation or provide proof it's been returned back.

      I've been told that the staff have to manually verify the return and reciept of the items and that they are not allowed to just go by Aus Post's tracking confirmation.

      Not a massive issue but when you've experienced the previous form of returns, You do get spoilt and realize how great that level of customer service was.

  • aragornelessar on 09/02/2022 - 23:12
    +1

    Was it shipped and sold by Amazon? I'm sure I got an instant refund (ie soon after dropping off at the PO) on one an item earlier this year. However, there was a third party item recently that was broken on delivery which I sent back but didn't get a refund until it was processed.

    • ZackyD on 09/02/2022 - 23:15

      Thanks mate. The product page says;

      Ships from
      Amazon

      Sold by
      Harris Technology

      That might be the reason, I would have assumed being ship from Amazon's warehouse would be the same thing.
      Clearly it's not going back to Harris Technology but who knows.

      • Porker on 10/02/2022 - 08:33
        +2

        I've experienced this many times and the reason is as raised by @aragornelessar. I also (at an earlier time) enquired with Amazon chat and they confirmed it was the case.

        Items sold and shipped by Amazon AU are refunded immediately upon return posting. Items shipped by Amazon but sold be third party take longer as it needs to be confirmed by the other seller that it's been returned.

        In one extreme case, I didn't get a refund for over 7 days afterwards but I just contacted Amazon chat and they apologised, refunded immediately and gave me a $5 bonus credit for the trouble.

      • netbies on 10/02/2022 - 09:01

        I have the same with Harris Technology. I returned two DOA harddrives and took them 2 weeks to do the refund.

      • foxmulder on 10/02/2022 - 10:39

        Refund for returned parcel with shipped by Amazon sold by thrid party seller is done by Amazon not the third party seller.

  • Hybroid on 09/02/2022 - 23:40
    +1

    There's definitely a change to how some high price (or maybe high risk?) items work with Amazon. Recent 18TB hard drive I purchased, they sent a passcode in the dispatch e-mail that I had to provide to the driver else would not deliver it.

    I suspect with the massive rise of people shucking drives, they want to make sure you didn't replace the "faulty drive" with a 250 GB one from 10 years ago and returned it.

  • randomusername2017 on 10/02/2022 - 05:54

    Some return processes are better than others

  • prodrome on 10/02/2022 - 09:05

    Big companies have easy return policies until the competition dries up.

  • CheapskateQueen on 10/02/2022 - 22:13

    did my first ever return last month for a $130 item. no refund a week after they received it (based on tracking) but quick chat to customer service and they processed the refund.

    • ZackyD on 11/02/2022 - 02:33

      Thanks for confirming mate.
      It seems like the new process is more manual and takes longer. I'll follow-up

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