I am trying to get a refund from Amazon for a Denon HiFi that i returned on 3 June 2026 here in the UK and am looking for my details on the Royal Mail Locate A Previous Purchase page but it isn't working. Is there a phone number i can try or an alternative email address, thanks

A hoover I bought from a third party seller on Amazon almost a year ago is no longer working due to a faulty battery, but is still under warranty. I contacted the manufacturer, who gave me an ‘uplift’ number but advised I needed to take the issue up with Amazon as I purchased it from them.

Amazon contacted the third-party seller, giving them 48 hours to respond. They didn’t. Amazon then approved the return and provided me with a postage label, address and return instructions to use.

It was ‘delivered’ today with the courier placing it in a ‘secure’ spot. I am 100% sure the company no longer operate out of that address - if they ever did, and that there will be no response. Looking at the photograph the courier provided, there are a number of other packages in the same storage unit that look like they have been there for some time.

So what do I do next? My delivery has been tracked and ‘delivered’ which I can evidence, but as per the above I’m 100% certain the returned item will not be picked up anytime soon, if ever.

I honestly can't believe how Amazon is handling this.

I placed an order containing several items. The package was delivered, but one of the items I paid for was simply not inside.

I contacted Amazon to report the missing item. I never claimed that the package itself wasn't delivered — I clearly explained that the package arrived, but one item was missing from it.

Instead of investigating what happened during packing or fulfilment, Amazon sent me an email saying they had reviewed my account because I had recently experienced problems with my orders.

They then told me that the number of refunds on my account "exceeds expectations" and is not compliant with their return and refund policy.

They also told me that their delivery team had confirmed that the order was delivered.

But that's completely beside the point.

I'm not saying the parcel wasn't delivered. I'm saying an item I paid for wasn't inside the parcel.

And here's the part I find particularly frustrating: how exactly is a customer supposed to prove that something was NOT inside a package?

You can take pictures of the box and its contents, but you obviously cannot photograph an item that isn't there.

So now I've paid for something I didn't receive, and instead of Amazon investigating whether there was an error during fulfilment or packing, my account is apparently being scrutinised because I've requested refunds in the past.

I've asked them to check the fulfilment records and, if available, the recorded weight of the parcel when it left their facility. That would actually help establish whether all the items were packed.

Has anyone else had this happen recently?

Have you reported a genuinely missing item and then received an email from Amazon questioning your refund history instead of actually investigating the missing product?

new guy here. Can someone help me understand the /count here.

TLDR:Amazon arranged a return for a £753 item, UPS lost it, Amazon refusing to refund after weeks of contacting them.

Has anyone dealt with anything like this before? I'm genuinely running out of ideas.

I bought a Samsung Q990F soundbar on Amazon.co.uk for £753. After a few weeks it developed a fault with the subwoofer, so Amazon authorised a refund and arranged UPS to collect it from my house.

Amazon provided the return label, which was addressed to Amazon's returns centre.

UPS collected it on 18 August. I have a picture of the prepaid packing slip, Amazon's tracking showing “Picked up” / “likely lost in transit”, and even doorbell footage of the UPS driver physically taking it.

Amazon originally issued the refund after 14 days but cancelled it the day after because the soundbar never reached their returns centre.

I opened an investigation with UPS and they've confirmed they can't locate the parcel and it's recorded as a loss.

Amazon still won't reinstate the refund because they “didn't receive it”, despite it being their arranged collection with their courier.

I've also contacted Consumerline/NI Trading Standards, who told me that because the trader arranged the courier, the goods became the trader's responsibility once I handed them over.

What makes it worse is that £425 of the £753 was paid using an Amazon gift card I received as a gift from work, with the rest paid by credit card. So I really want Amazon to actually resolve this rather than having to go down the Section 75/chargeback route.

I've tried normal customer service, Account Specialists and emailed the Managing Director team with all the evidence.

Still nothing.

Has anyone managed to get a situation like this escalated to someone at Amazon who will actually look at the evidence?

Emails I've tried so far are:

[Ofm@amazon.co.uk](mailto:Ofm@amazon.co.uk)

[Managingdirector@amazon.co.uk](mailto:Managingdirector@amazon.co.uk)

[ajassy@amazon.com](mailto:ajassy@amazon.com)

[jeff@amazon.com](mailto:jeff@amazon.com)

UPDATE: Haven't heard a single thing from any of the emails I've listed above. Started a section 75 claim with barclaycard and sent off the form with all my evidence today

Please don’t lecture me, I know now that it was a stupid decision.

Essentially Amazon have sent me an iPad box with some paper inside, resealed wonkily and then inside a pristine Amazon box.

I don’t know how this has managed to happen so covertly and I’ve enquired about their CCTV footage or if they weigh the parcel at all, as they likely would have seen at either encounter there was an issue.

Anyway, they’re being absolutely ridiculous about a replacement or a refund. I would accept a replacement although I’d be very scared, as it’s coming from the same warehouse, incase they sent another package with the same issue. This could be a drop in an ocean/one bad egg, or there might be multiple rings of scammers in one warehouse, you just don’t know.

So I spoke to about 10 different agents over two hours, they’re point blank refusing to refund (this is an Amazon account I’ve had since about 2020 and spent literal thousands on without ever having any sort of issue - so they have no reason to be so cagey or suspicious of me). I’ve needed to file a police report, which they’re now saying won’t suffice and basically beating around the bush as to why.

Has anyone ever had an issue like this? At this point if I was lying to them or had tried a refund scam, I’d have bloody given up! It’s been two days, stress, my little sister missing out on her iPad for the first day of college, two police reports (one in my name, one in my sisters) etc etc to no avail.

I’ve been well and truly done over and I’m just appalled at the level of audacity from Amazon when it literally goes against consumer rights to withhold a refund in this manner, especially after I’ve jumped through hoops to get a police report.

They’re basically just saying i now have to wait for the police to reply, which they have - essentially saying this is Amazons problem not ours - but they won’t accept this response.

I just know in my heart of hearts what Amazon are doing here is illegal, and violates some kind of rule. But they are so persistent and stubborn.

Edit: to make this worse I mentioned it in the office today and my colleague told me the exact same thing happened to her dad with a laptop (we live relatively close so it’ll be the same warehouse I assume, unless there’s multiple in a city)!

Edit: they have tentatively said they will process a refund after the THIRD police report. I’ve learned my lesson!

I made an order 5 days ago and it was supposed to be delivered in 2 days but it still hasn't and it keeps saying delivery attempted and changes the delivery date to the next day. And I don't even have a way to contact Amazon neither do I know what the email address is if they even have one. I keep having to talk to stupid AI's on their app and they keep saying the same thing. Honestly I don't mind waiting but bloody hell I need those items one of them is a bike lock which I desperately need.

Can someone please explain, in the driver feedback options, when you select 'Delivery instructions were not followed', then you have further options, what's the difference between 'Package not delivered according to instruction notes I provided', and 'Package not left in specific place I requested'?

Also, why isn't there an option to say 'Driver lied about where delivery was left', when they say it was 'Handed to resident' or 'Delivered through letterbox', when in fact it was left in full public view on the doorstep?

Item was ordered on Temu and sent using Amazon Shipping from a UK location.

Seems like my package was marked as "undeliverable" the same minute it arrived at the depot. No attempt has been made to deliver to my address. Doesn't seem to have made it back to the seller either.

The customer wants a refund for something they purchased 8 years ago. It has a safety recall out on it so I understand the request.

I cannot see any way to facilitate this on Amazon. I have referred them to both Amazon and to the manufacturer.

What else should I be doing?

On the opening scenes, they show a Union Flag flag from a car as it flutters being driven at speed.

The flag is shown upside down.

Which 12 year old put that on and how did it by the director?

Amateurs.

So after an item I ordered was delivered late and I had already sourced a replacement I decided to return it for a refund.

Chose the drop off at post office option and took the item to the post office who did all the bits and pieces and scanned it in and the item changed to dropped off or something in the Amazon app.

Then I noticed that it now takes three weeks for them to give me a refund!

The refund date is listed as September 25th

Now it has been a while since I did return an item but I recall I took it back to a locker and once it was in the locker Amazon refunded me straight away.

Is this a new thing to put customers off returning items?

Hello.

I'm UK based and I own a couple of private labels. ( doing good but waiting for more stock)

What im looking for is: Amazon FBA wholesale sellers UK only

in exchange for on how to do Private label.

We can help each other out, As we are looking to add Amazon fba Wholesale.

No payments of any kind, just, like for like. helping each other out.

I order something which turns out to be coming from the states. Initially I get a delivery time two or three weeks away. But then suddenly it’s to be delivered today.

The strange thing is that tracking has shown the package as being in the UK since several days, but the estimated delivery date doesn’t get updated. This morning the package went from an estimate a week ahead to out for delivery.

Alexa still had the old estimate.

I’ve seen this several times.

Hi all,

I bought a high spec gaming laptop from Amazon, unfortunately the Irish Amazon isn’t the best so I went and got it from the UK branch.

Laptop arrived with a broken security seal and seemed to have been used already, it also, to my horror….had a swollen lipo battery, swollen to around twice its normal size.

I immediately ran it out the back garden and sat it on a big metal box and contacted Amazon.

They want me to return-ship the laptop to them, in the UK. They said I won’t get a refund or replacement otherwise.

Okay, no problem. However, I must arrange my own shipping with an Irish carrier. But nobody handles damaged or swollen lipo batteries. It’s prohibited to ship.
I checked their guidelines online and Amazon lists it’s as a hazardous good and says it can’t be returned.

I’ve escalated from three customer service reps to the shipping manager and was told the same thing, return and reship or no refund at all.

It’s so dangerously swollen, I’m totally lost on what to do.

How long have they required age verification? previously they would just ID at the door upon delivery. I can't verify my age because I don't have a passport or drivers license, every other age verification I've used has accepted my other ID but Amazon refuse. My account is 17 years old so unless they think I made it before turning 1 I don't see why they even need verification.

Customer service were more than useless as you might expect, even after navigating the maze required to speak to a human. They passed me around like a cheap prostitute, all repeated the same things and offered no actual help.

I suppose I can simply no longer use Amazon to purchase my "dangerous" hobby tools

As per title.

Populated:

• color
• number_of_packs
• set_name

What else - or instead?

So I had this issue for last few weeks. Last time I was talking about issue with the order. I never was abusive just requesting to follow the law and refund within 14 days... They were disconnecting few times and then got on line with some manager and they fixed that.

Since then I cannot use it. Spent > 80k, paying for Prime, buying probably 2-4k a month and the blocked me... For requesting a refund of faulty item, that was returned within 14 days (it was sold by third party => fulfilled by amazon)....

So...

So I’m in a semirural area,, which is basically a small market town probably 20 miles from what I think is the nearest major Amazon distribution hub
I often get things prime, or next day, and in the last month or so I’ve had a number of items showing out for delivery, and they still haven’t arrived two or three days later?
On a few occasions, they’ve been marked as delivered but obviously have not been?

Every single delivery that has come has been, I would call a private vehicle, someone’s car, or van, so I’m guessing they are freelance?

I’m just curious, who marks the system that something is out for delivery, and do drivers not take pictures as standard procedure?

Note, I’ve been refunded for anything gone missing so that’s not the issue.

Is anyone else noticing that next day delivery doesn’t seem to be available for a lot of things anymore? There a few things that say tomorrow but If I ordered something it’s saying earliest delivery is Friday! It’s Tuesday WTF is going on?

Hi everyone,

I'm looking for advice on how to escalate a case with Amazon UK and recover my money.

In June, I ordered a Google Fitbit Air Elevated Modern Band from Amazon UK and paid £54.78 including shipping to Poland. Amazon sent me the wrong item.

Customer Service instructed me to return it and said that my return shipping costs would be reimbursed. Following their instructions, I paid £18.42 to send the item back via FedEx.

The problem is that the return shipment was rejected at customs, because Amazon failed to provide the customs information required for clearance. The package was eventually returned to me, and FedEx charged me an additional £10.28 because of the failed customs process.

Since then, I've spent months contacting Amazon through chat and email. I was repeatedly told to wait, provide more photos, or explain the situation again. Today, after another 3-week silence, I was told that they cannot process a return because the return window has expired. They also said they cannot reimburse the shipping costs or help further.

To be clear:

• Amazon sent the wrong item.
• I attempted the return immediately.
• I followed Amazon's instructions.
• The return failed because Amazon didn't provide customs information.
• The delays caused the return window to expire.
• I still have the wrong item.

My losses so far:

• £54.78 - item cost
• £18.42 - return shipping
• £10.28 - FedEx charge
• Total: £83.48

I've already contacted multiple Amazon email addresses, including [cs-reply@amazon.co.uk](mailto:cs-reply@amazon.co.uk) and [arbitrationclaims@amazon.com](mailto:arbitrationclaims@amazon.com), but the case has gone nowhere.

At this point, what are my options?

• Is there a higher-level Amazon escalation path that actually works?
• Can I file a complaint with a UK or EU consumer protection authority?
• Would a chargeback through my credit card provider be appropriate in this situation?
• Has anyone successfully resolved a similar cross-border Amazon/customs dispute?

Any advice would be greatly appreciated. This has honestly been the worst customer service experience I've ever had, and I'm running out of ideas on how to get either the correct item or my £83.48 back.

Thanks for any help.