About the return of goods and guarantees of the Amazon marketplace. Amazon under attack: getting our way from technical support What is the best way to return a product to Amazon

One day, while walking through the vastness of the darknet, I wandered into a large trading platform called BlackBank Market. After scrolling through the contents, I came across an interesting service, which, as the name implied, dealt with refunds for purchases on Amazon.

I decided to take a closer look at the service. As follows from the description, the product page must indicate that it is Ships from and sold by Amazon.com or Fulfilled by Amazon (that is, sold and shipped or processed by Amazon), the maximum cost of the product should not exceed $1,500 (for users with wealthy order history), the product must be small. The following information is required from the user: order number, Amazon account email, full name, delivery address, product name, cost, delivery type.

WARNING

All information is provided for informational purposes only. Neither the editors nor the author are responsible for any possible harm caused by the materials of this article.

At first, I decided that the service was a typical scam that the Deep Web is full of, and was aimed at obtaining other people's accounts, and the information was necessary to convince support that the account owner was communicating with them. Imagine my surprise when I discovered similar services in the Russian-speaking segment of the Internet! Their descriptions were somewhat different, but the requirements and conditions coincided almost exactly. Offers for the provision of services of this kind are posted on large hacker sites and have a certain number of reviews, including from old users with a reputation. After reviewing them, I decided to do some research to understand how these services work. What do we know? All services ask for the same order information and require Amazon to be responsible for the item. Well, apparently everything goes through Amazon support. I got a new account on Amazon, VCC (virtual credit card) and registered with an intermediary service to get a real address for delivery of packages to the USA. Next, I placed a small order on Amazon. A few days later I received a notification from the service that my order had been safely delivered to the intermediary’s warehouse. It's time to communicate with support. Next, I will provide fragments of dialogue with support with some notes and comments.

You are now connected to Amazon from Amazon.com. Me: Hello, several days ago I’ve ordered a gift for my friend for his birthday. I’ve received it, but order package seems to be damaged. Amazon: Hello Bob, thanks for contacting Amazon, my name is Alice. I am so sorry to hear about this. Please allow me a moment to check on this for you, I’ll be happy to assist you. May I have the order number you are referring to please? Me: Order number is ###-######-####### Amazon: I'll be happy to help you with this, but first we would need to go through a quick security verification in order to access your account. May I have the email address, the name and the full billing address on your account please? Me: E-mail: #####@hotmail.com; Name: Bob Smith; Address: Sample Street 1150 15, NW Washington DC 20071. Amazon: Would you mind if I take a moment to check on this for you? It will take a few minutes

As you can see, the data that the services request is really necessary to verify your identity (I contacted support without being authorized on Amazon).

Amazon: Our best option in this case would be to issue a refund associated with a return. Or a replacement associated with a return. Also I can upgrade to the fastest shipping available.

Oops, this option doesn’t suit us, we want to get both money and goods. Let's try to get out.

Me: Sorry, but I can’t return the package. It turned out that it was damaged and inside of the box everything is covered with something like black tar, so I throw it away, because it doesn’t seem to be normal and can be dangerous. Amazon: You can put the whole package in any bigger box and send it back for a full refund.

The support is stubborn and does not want to return the money just like that.

Me: I understand, but I’m saying that I’ve thrown away the package, because this tar can be dangerous for health. And as I’ve mentioned before, it was a birthday present for my best friend. I can’t wait for replacement and such stuff, I’d rather try now to buy something at local store to catch the beginning of birthday celebration. Amazon: OK. I will issue the item refund for you. One moment please. Me: Thank you understanding. Amazon: Sorry for waiting, I've requested the refund, you"ll see the refund back to your original payment method within 2–3 business days. I'll also make sure to send you a confirmation regarding today's solution. Me: Thank you! Amazon: You are very welcome! If there is anything else I could help you with today?

The operation was a success! I will not cite the rest of the correspondence. Naturally, I apologized for the inconvenience, said that no refund was required and that everything was done for research purposes. It is worth mentioning that the psychological mechanisms behind this manipulation are extremely simple and can be used by an attacker with minimal experience. First of all, communication with technical support occurs in text mode, which gives the swindler the opportunity to plan the conversation process and calculate his next move with impunity. It is also important that Amazon support staff are obviously favorably disposed towards the client and the refund process in particular - this is due to the established Western consumer culture and serious responsibility for violating the law and consumer rights. For the persuasion process, we used two simple but effective vectors - the “gift for a friend” stereotype (to enter the zone of personal trust and activate empathy in the technical support agent); and the second, no less important, cultural and social stereotype of “harm to health” (the task is to make the support agent feel like part of a corporation that may be threatened with a lawsuit).

What conclusions can be drawn from this? The services I mentioned at the beginning of the article most likely work in a similar way, use proven pretexts and probably call support for greater persuasiveness. Amazon support is truly created for customers; it is rare that a store provides such a level of service. It’s a pity, of course, that people use this for selfish purposes and, probably, in large volumes, since this can affect ordinary buyers, but such is life.

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3) What is where in your personal account?
4) How can I open a dispute about non-receipt/non-conformity of goods?

1) What is personal account on Amazon?

Personal account is a section of the site that only you have access to. It contains information about purchases made, your personal information (delivery address, data bank card for payment, etc.)
Using your personal account, you can contact the sellers, open a dispute about non-receipt of the goods or about the goods not meeting the description.
That is, a personal account - main tool to work with Amazon.

2) How do I get into my personal account on Amazon?

To do this, move the mouse cursor over the inscription “Hello, your last name” and click on the inscription “Your account”:

Then we get to our personal account on Amazon:

3) What is where in your personal account?

Relatively speaking, your personal account on Amazon is divided into five subcategories:

Block of work with orders- a section where you can view a list of your purchases, track individual purchases, contact sellers regarding purchases, etc. The picture below will tell you more about this:

Clicking on the yellow button « Your orders" you can view your purchases, track the location of the parcel, open a dispute in case of non-receipt of the goods, etc.
Top right, “Search for an order by name, category, recipient” makes it easier to find a specific order. You just need to remember what you bought, enter either the name or category and press the button « Go" right.
Order history allows (translation according to the order):
- View active orders.
- View digital orders (purchased games, music, etc.).
- Download a report on your orders.
- Your Kindle orders (tablets, e-books)
Other actions with orders (translation according to priority):
- Manage your Amazon premium membership (subscribing to Prime Membership unlocks additional shopping options).
- Return or replace the item.
- View your subscriptions and saved product pages.
- View your notebook of rented items.
- Management of magazine subscriptions.
- Leave feedback to the seller.
- Leave a review for the product.
- View your messages to the seller.
Payment information block will allow you to change/add a bank card for payment. By and large, the items necessary for a novice buyer are marked with blue arrows with comments.

Other points manage Amazon gift cards, it is possible to buy with Amazon points and more. There is no point in describing these points.
Control unit account - will give you the opportunity to change your password, address, email, and buy a privileged membership on Amazon.
It is worth noting only the following points:

Other items are practically useless for novice buyers. They are designed to manage your address book, manage notifications, and let you buy a premium Amazon membership.
Digital purchases- manage your digital purchases.
Social profile- allows you to add information to your profile, view reviews of your purchases, and more.

4) How can I open a dispute about non-receipt/non-conformity of goods?

If you have not received the item, the item does not match the description, or the purchase was damaged during shipment, you can open a dispute.
A dispute can be opened after 14 days from purchase to 90 days from payment.
Here are the reasons why you can open a dispute:
- Incorrect product version.
- The condition of the item does not match the description.
- The wrong item was sent.
- Parts or components are missing.
- Non-working item.
- Damaged item.
- The goods have not been received.
- The goods were not received on time.
In order to open a dispute, you need to go to your personal account and click on the yellow Your orders button:

By clicking on the drop-down list, we must select the reason for opening the dispute. Translation according to the location in the picture above:
- I did not receive the items I ordered.
- I received the item late.
- The package contains an incorrect/defective/damaged item.
- I sent the order back.
Below is the yellow “Contact seller” button, by clicking on which you can write to the seller and try to solve the problem without opening a dispute.

I buy game consoles and accessories from the German Amazon. There I purchased a Thrustmaster T500RS gaming wheel.
Due to the fact that my Thrustmaster T500RS steering wheel refused to work a couple of times, I decided to send it to Amazon under warranty in Germany. Of course, at first there were doubts and uncertainty: whether everything would be okay and how to do everything right. Nowhere necessary information I couldn’t find it in Russian, and I had to fiddle around with it for several hours online translator on the German Amazon website. Now I am a master of returns and correspondence with Amazon. My method may not be 100% correct, but it worked for me. Don't be afraid to write letters and ask even stupid questions.
I communicated with Amazon in English, used Google Translator and my modest knowledge, wrote simple sentences and familiar words. At first I wrote that the steering wheel was not particularly good and asked whether I should wait for it to completely break down or send it straight away.
Here's a way to write a letter to Amazon

In the next form, select the product you want to return and the subject of the letter

At the end the form should look like this

or so

The letter form itself looks like this

Amazon is one of the largest American online marketplaces with offices in many other countries around the world. And to make it convenient for a huge number of people from different parts of the world to pay for their purchases, Amazon has different payment methods.

Bank card

There is hardly a person who makes purchases on the Internet, but does not have some kind of plastic card, so this method remains the most popular and convenient for the majority. Most cards from Visa Classic and MasterCard Standard and higher ranks are accepted for payment, and they do not necessarily have to be issued by the bank, Plastic is also suitable, for example, from Yandex Money, Qiwi and many other payment systems.

The currency of the card is not particularly important, since the moment the payment is made on Amazon, the funds are converted at the bank’s rate. But this rate does not always turn out to be very beneficial for the client, therefore, when the card is used exclusively for purchases in foreign online stores, then significantly It turns out to be more profitable to open an account immediately in dollars or euros.

Gift certificate

Such certificates can be purchased on the store’s website or won in various promotions and sweepstakes. Each certificate has its own unique number, made up of a combination of letters and numbers, and this The code should be entered when paying for the order in the “Gift Cards & Promotional Codes” section.

You can pay for a purchase partially or in full with a certificate, but you won’t be able to divide its value into several orders.

In general, there are other payment methods on Amazon (in particular, Amazon’s own card or bank check), but they are not available to buyers from Russia.

In the life of every lover of distance shopping, there is a situation when an unsuitable or defective product arrives from an online store. And then we, the customers, are faced with the question of returning goods and refunding money from the store. In this review, we will talk about the features of the procedure for returning goods purchased on the trading platform.

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The return procedure on Amazon is not very different from the procedure in other online stores, but you need to know and remember some subtleties.

On return of goods from us, the buyers, there are 30 days from the date of receipt of the parcel in hand, And Only new products in original and undamaged packaging, with all stickers and tags, can be returned.. This is where Amazon guarantees a full refund.

Amazon store requirements for returned goods:
— Products and accessories must be in new original packaging;
— Media products (for example, movies, music, video games and software) must be packaged in original polyethylene film;
— Musical instruments, televisions and household appliances must have a UPC or serial number;
— Shoes and clothing must be unworn and unwashed.

There are two reasons for returning goods.
1. If a defective product is delivered to us or is not suitable due to an error by the store itself.
2. If we ourselves made mistakes during the ordering process and purchased the wrong product in size, style, color, composition, etc.
In the first case, Amazon guarantees a refund of the cost of the goods themselves and compensation for the cost of shipping. In the second case, the costs of sending goods to the store are entirely borne by the buyer.

To return an item to Amazon, we first need to contact the Returns Center - "Returns Center" and observing step by step instructions do 4 simple steps.

Step one: print special stickers and fill out return documents.
— Go to the Returns Center and click on the “Return of Goods” link.
— Next, select the goods that need to be returned, their quantity, and indicate the reason for the return. If you don’t see any items that require a return in the list, you need to click on the link “See. More" and then select another option from the menu.
- Once we have indicated the reason for the return, we should indicate and select the seller's return option.
If the seller of the product is Amazon itself, then select the “Return” option opposite it.
If the product was sold by another seller, then click on the “Submit for approval” button.
Important: Some sellers may request a review of our return request. Once the seller has reviewed the request, they will provide us with labels and instructions on how to return the items. If no response is received from the seller within two business days, you must submit a claim to the store.
— Select the desired method of delivery of the return package.
— We print return labels and return authorization documents.
Step two: We carefully pack the goods in the parcel.
Step three: We put the return documents in the parcel and stick a label on it.
Step four: we send the parcel.

The Amazon.com store also requires shoppers to ship items over $75 with a tracking code, and items over $100 to be insured. For those packages priced below $75, Amazon suggests using USPS shipping service.

Important: Items from different orders must be sent in different parcels, so that the store service makes a correct calculation of the funds required for return.

After sending the parcel, all we have to do is wait for the store to receive it, process the returned goods, and receive the funds on the bank card.

As Amazon states, Refunds to the buyer's card occur within four weeks from the date of sending the parcel. But in practice this happens even faster and in most cases depends only on the time the package spends in transit and on the bank where the buyer’s account is opened.
Once Amazon receives our package and processes the order, we will be notified by email specified during registration.

In addition to a full refund for goods Amazon also guarantees partial compensation. in case:
— goods were returned within a period exceeding 30 days from the date of receipt of the parcel;
— the returned product has clear signs of use;
— for an unpacked laptop or computer, 15% of its cost is charged;
- software, DVD, CD, video game, VHS cassette, or vinyl record has been removed/printed from its plastic packaging. If a defect is discovered after unpacking, the buyer will be reimbursed for its full cost or the product will be replaced.
- the product is returned in a condition that is different from the original one in which it was delivered to the buyer.

Not all items purchased on Amazon are eligible for return. The following cannot be returned:
— goods containing flammable gases or liquids and which are classified as hazardous materials;
- laptops, computers, e-book readers that were sent later than the required 30 days;
— goods that do not have a universal product code or serial number;
- distributions software products;
— gift cards and gift certificates;
— prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points and others);
- some types of jewelry;
— gift baskets with delicacies, grocery products (except for cases of poor quality and expired goods, when a full refund of the cost of such goods is made).

Returning items purchased from other sellers on Amazon.com
Most sellers on Amazon offer the same return process as Amazon itself, and only a few may have a different return process. Before returning an item to such sellers, you must review the seller's return policy on their profile page, contact them, and only then go to the Returns Center.

Some sellers, such as wine retailers, will not accept returns.. But, nevertheless, they can provide partial compensation.

Children's products in their original condition, including clothing for children ages 0-24 months, from many sellers on Amazon.com, can be returned within 90 days of receipt of the package.

Jewelry, watches, and collectibles
Items in these categories over $75 can only be returned in a tracked package. Items over $500 must also be insured. All packaging (boxes, instructions, warranty cards, etc.), certificates of authenticity, sorting, and appraisal must be returned to the seller. Jewelry and watches that have been used or damaged will not be accepted for return by the seller. If goods from these categories differ even slightly from their original documentation, the seller has the right to withhold 15% of the cost of these products.

We remind you that answers to many questions regarding the process of returning goods on Amazon can be found in a special help section "Help" in subsection "Returns and Refunds".

We hope that our review will be useful to you, dear shopaholics.
Have a pleasant and useful shopping!

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