OK so customer has gone through returns process and as it was an item of clothing Amazon issued a pre-paid returns label (Royal Mail Tracked 48)

Customer returned item on 2nd September, and tracking confirms this and so Amazon issued a refund.

However, I have not received item back - tracking says 'in transit'

What is the procedure now? Do I contact Royal Mail (but I did not buy the returns label, it was Amazon even though they charged me for it) or is it a Safe-T claim? Reading help it implies I have to contact Royal Mail - is that correct?

I'm hoping I can get some advice here

A buyer purchased an item - a pair of jeans - dark grey.

A few days later, they requested a return - too small.

Amazon provided a pre paid returns label - which is showing as in the Royal Mail system - enroute

Today I receive a packet from the buyer (not using the label amazon provided) - with a pair of blue jeans - same brand but not an item I stock. Also, enclosed in the packet was an invoice for this item - showing it was bought from the USA

I have contacted the buyer saying I can not refund the order as the item they have returned is not the one purchased from me - rather an item they have purchased from a different vendor - I have also sent an email to the customer with photos of the product that I received and the invoice from the other vendor

To add insult to injury - they have used the label I have provided - to presumably return my item to a different vendor - and I have been charged for this

So my question is this... when the order gets inevitably refunded automatically by amazon how can I contest the refund? My experience with Safe-T claims has been abysmal

This is a £90 pair of jeans - and I don't want to be liable to refund an item that has not been returned to me

We have a customer who sent a gift to the wrong address. It was sent to house number 16 instead of number 1. We asked her if the recipient could pick up the parcel from number 16 but she didn't reply to that idea. Instead she placed another order for the gift to be sent to number 1 and has now requested a refund of the original order because she says the parcel was not received (she never admitted to Amazon that she had put the wrong address on the original order). Amazon have of course granted the refund.

So where do we stand? We fulfilled all our contractual obligations yet are left out of pocket because of the customer's error. Whilst we sympathise with the customer it seems pretty unfair for us to bear the brunt of her mistake. Any tips on how to approach Amazon to fix this? Does anyone know the legalities of this sort of situation?

Many thanks

Mark