ok, then perhaps one of the UK Mods can help/support me in my reply to Amazons post 2 weeks ago titled: 'Home collection required for heavy and bulky item returns' .

No UK Mod has replied to yet, despite me asking on 2 separate occasions.

Thanks in advance

We sent out a bed to the customer and at a later date sent a replacement part, all tracked with XDP. Customer at a later date asked for compensation, which we declined as the item that needed replacing did not hinder the use of the bed. after this the customer applied for a A to Z claim, which was accepted by the A to Z claims team under the heavy and bulky policy.

After many tried we have unable to speak to someone on the phone. We followed all the policies, including the heavy and bulky policy which states you must respond to a returns request. Which the customer confirmed on the messages, he did not want to do, just get compensation.

Can anyone help, as the customer has clearly stated he will not return the item, as he has blocked any correspondence from our team.

This does not make any sense that the customer has confirmed he wished to keep the item and has all the parts to the item and still get a claim granted and we loos out!

so first of all you only have to offer collection per Amazon policy if the item is deemed heavy and bulky.

But look up bulky returns where it states as follows

We scheduled the home collection as per buyer’s availability but they were not home at the time of collection. What should I do?

We understand that this can happen as buyer may have had an emergency to attend to. We request you work with the buyer for an alternate slot for home collection for another time. As per the policy, you have three attempts including the first one to arrange for home collection and it is to accommodate such unforeseen circumstances.