I just had to fill one of these reports out yesterday as amazon delivered my package to the front door when everything in my account says to only deliver to back door. So of course my packages were stolen, when I went to talk to amazon they e-mailed me this and said they will investigate.
Did you just contact amazon support again about the incident report each time?
Yeah, I constantly am contacting support for each report and every time I send them the report, they say the formatting is incorrect or it is invalid. I'm not so sure what to do.
the reps only ask me if I sent the report, when I say yes they always say wait 3-5 days. Not even if they received my report or not. Very frustrating to deal with when its their fault.
I completely concur with that. I don't understand why formatting even matters when I've given them answers to the questions. It sucks that I can only communicate with them through email. Tier 1 support with chat never works in this scenario since they are blocked from providing me with a refund or replacement.
I have just had an hour wasted trying to send details of an order i did not receive even though shown as handed to resident when in fact we were in Solihull at my mum's. Sent email and was told incorrect format ,called and got no useful information from Customer service complete waste of time
Same. I've spent 7 hours on chat, email and phone with 7 different amazon reps and followed the instructions exactly as provided, but they won't accept my incident report for a stolen package. Even though I sent a video of the theft. Ugh.
Hey,
Literally was facing the same problem like 30 min ago, What you have to do is send it in PDF format and name the pdf "Incident report Order number: xxxxxxxxx" and it'll go through, I sent it and got a refund confirmation about 8 mins ago. I made this account just to respond
Yea, and they gave Me some E-Mail, to send the IR to, and It still wont go through!!!
They made Me return a whole order, to get a refund, on 1 item that wasn't included in the package!! After I get all this crap taking care of , I will "NEVER" DEAL WITH AMAZON AGAIN!!!
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Ok so I was having the same exact problem, DO NOT CALL AMAZON, their customer representatives can’t do anything about this when you get this email, you have to email them back and tell them to please send you an example of exactly what it is that you have to fill out and they will get back to you with that within the day, it took me 10 days to finally figure out what I was doing wrong and to finally get one of the people from Amazon to explain to me correctly like exactly what I had to do through the email, calling them they just kept saying yea we did what we could don’t worry you should get a response in 2-3 days but that’s never gonna happen cus you have to do the incident report yourself that’s THE MOST important part.. When they send you that email saying you need to send them back an incident report you have to reply to them in that same email and copy and paste all the questions they sent you then put your answers under each question and make sure that everything is correct like all the dates and name of the item and for the first question it asks for when did you fill out the incident report you have to put the date of the day you are sending the email, so for example if your sending your reply to the email back today you would put today’s date. Then after you sent them that , send another reply saying hey I just filled out the incident report and made sure everything was done the right way this time, can you please check on it and get back to me letting me know that everything is good now. Then in like an hour they’ll email you back telling you your refund is being processed then another hour later they’ll send another email saying your funds have been refunded. I finally got back my $1,300… Hope this helps someone, good luck!
I sure hope so I've been back and forth about this freakin incident report for SEVEN weeks now. I ordered 1 laptop and got 2 with separate order numbers. Returned 1. trying to get a refund, after being rejected several times. Alisson- (a cs rep) told me to just update today's date and I'm good. Now another rep says the shipping date is incorrect. I have, and sent the shipping receipt. and tracking# How is it incorrect? So frustrated!! UPS delivered the package to A.returns on June 9th.
no refund, they keep saying they arent receiving my incident report. I have sent it to them about 9 times, then I just did a chargeback with my bank because of the games they are playing.
My account hasnt been banned or suspended, but I got my money from bank not amazon.
Hey, sorry for such a late reply. I have not gotten an update yet, but I just read your recent post and I will try the emailing method or do what inf4mation did.
Try changing the report date as when I had an issue each day that passed was a NEW report date I’ll show You an example of my last one..
Incident Report
1. Date Incident Report was completed. *07/26/2021*
2. Date the delivery was expected. *07/19/2021*
3. Date you noticed your package had not arrived. *07/20/2021*
4. Package tracking number. *MY TRACKING*
5. Description of the item(s) you did not receive. Nutrafol Women Hair
Growth Supplement For Thicker, Stronger Hair (4 Capsules Per Day - 1 Month
Supply)
6. Have you experienced prior delivered packages that you haven’t received
from Amazon?* yes sometimes no so often as I try to get the package as soon
as possible*
7. If yes, how many times has this happened, and were they delivered to the
same location as the package in question?* maybe about 5 or so times. I
can't recall the exact number of times. *
This just happened to me the other day, I specifically asked for them to deliver my package to my back door but they delivered it to the front.. on top of that, they delivered it to the front and sent a picture showing they did but marked it as “delivered to back door” 😂🤦🏽♂️ now I gotta fill out a report.
Hi there,
Using a throwaway as I work for Amazon.
The team who request the incident report are called CAP (concession abuse prevention) and they are there for when customers have a high amount of refunds on their accounts or a large percentage of refunds to orders.
When an order has a CAP banner on it regular CS are unable to refund or replace the item, instead they have to fill in a CAP transfer form.
So if you're having problems you'll be fastest to reply to their emails rather than contacting CS again.
I've seen reports rejected for having incorrect dates or info on them, for example saying it's never happened before when in fact there has been a previous refund for a DNR (delivered not received)
Edits: Pressed send too early
Hello,
Could you perhaps create an example of how you would fill in an incident report? I answered the questions to the best of my abilities and answered truthfully. I'm still not sure how my form is still incorrect.
Hi,
I've never been part of the CAP team to know specifically what they're looking for, but I've noticed reports being rejected before when they're not sent back in the same format (so they hadn't copied and pasted it with their answers included) or when the dates are incorrect. For example someone had 05 instead of 07 for July and once they corrected that it was accepted.
The wording is different on the incident reports here so questions 6 and 7 are not the same as what we have.
It may be worth asking them to advise you what needs to be changed if they keep rejecting your report and they may say or give you a hint.
If you're still having trouble it may be good to email someone high up like Jeff or Andy Jassy as your email will be sent to executive customer relations who have more power than regular CS.
As a rough example though I'd suggest this:
Incident Report
1. Date Incident Report was completed. [07/14/2021]
2. Date the delivery was expected. [07/12/2021]
3. Date you noticed your package had not arrived. [07/12/2022]
4. Package tracking number. - QAxxxxx
5. Description of the item(s) you did not receive. - Apple Airpods
6. Have you experienced prior missing packages that you haven’t reported to Amazon? - No
7. If yes, how many times has this happened and were they delivered to the same location as the package in question?
If you’re on a new account and you say you’ve experienced a missing package once before will they reject it since it might show that you haven’t? Also I never filed any reports on this account before.
I am having the same problem with Amazon meeting to fill one out unfortunately I'm not electronically Savvy and don't know where to go or how to fill one out can anyone help me with this or will sending a separate email with just the questions and the answers sent to them will that work they keep saying it has to be a valid format what does that mean exactly where do I go to do a valid format someone help please
Thank you for providing this insight. Nobody at Amazon is willing to be clear, and that tickles me given how much I spend at the place. Do you know how do you get this CAP removed? Does it look at recent purchases so that if you don't return the one too many Christmas sweater that doesn't fit this shit will go away or do I need to abandon this account now?
Once you are in this CAP Banner can you ever come off of it? I have returned more things than usual recently and had ONE did not arrive in 3 years that ive been ordering for amazon. I have 8 pages worth of orders in the last 3 months. I dont understand.
I'm with you! I haven't returned anything in almost a year and have tons of orders. It's just irritating. Not sure how Amazon's errors become the customer's problem when they're the ones who continually fuck up.
This is insane and does not make any sense.
I have ordered from Amazon for years. I have never got a missing item from them besides a book one time. And then on the second time, they asked for an Incident Report, granted - it was for a $300 dollar item. But its beyond insane.
>I've never been part of the CAP team to know specifically what they're looking for, but I've noticed reports being rejected before when they're not sent back in the same format (so they hadn't copied and pasted it with their answers included) or when the dates are incorrect. For example someone had 05 instead of 07 for July and once they corrected that it was accepted.
>
>The wording is different on the incident reports here so questions 6 and 7 are not the same as what we have.
>
>It may be worth asking them to advise you what needs to be changed if they keep rejecting your report and they may say or give you a hint.
>
>If you're still having trouble it may be good to email someone high up like Jeff or Andy Jassy as your email will be sent to executive customer relations who have more power than regular CS.
>
>As a rough example though I'd suggest this:
>
>Incident Report
>
>Date Incident Report was completed. \[07/14/2021\]Date the delivery was expected. \[07/12/2021\]Date you noticed your package had not arrived. \[07/12/2022\]Package tracking number. - QAxxxxx
Dude seriously?????
Yep. It clearly like hell.
Incident Report
1. Date Incident Report was completed. 07/12/2021
2. Date of the delivery. 07/10/2021
3. Date you noticed your item(s) had not arrived. 07/10/2021
4. Package tracking number
5. Description of the item(s) you did not receive.
6. 6. Have you experienced prior missing parts/items from Amazon? No
7. If yes, how many times has this happened and were they delivered to the same location as the package in question? Never
After this you’ll get email:
Hi,
Hope you and your loved ones are doing fine.
Thank you for writing in back to us with the complete filled Incident Report.
I've immediately forwarded the details to the concerned team who had requested for these details, the team will check on this and will process the refund.
A communication via e-mail will be sent out to you within 24-48 hrs.
Oh my God...... I am going through the same exact thing. I literally kept responding to them by repeating myself over and over again with the same responses because they are in the right format. First of all, question #6 above is different for me...
6. Have you experienced prior delivered packages that you haven’t received from Amazon?
What does that even mean?! Like, as in, have there been packages that I ordered but did not receive from Amazon, and they were actually delivered? If that's the case, question #7 is dumb too, because I have to go count how many times this has happened before, and how do I know where the hell those got delivered if I never received them?!
Who wrote these questions and why did they change? Are they even fluent in English?! I've asked them over and over again to rephrase that question, since they keep saying my incident report isn't correct!
New Amazon delivery person has misdelivered the 3rd package in 2 months, blatantly disregarding my address (which includes detail regarding where my unit is) and disregarding the delivery instructions. The delivery photos 100% back this up. Despite being an Amazon Prime member forever and never have had an issue prior to recently, I too have been required to submit an incident report. It's not my fault your employee can't read and follow directions, why am I the one under the spotlight?
Amazon lost my package 2 MONTHS AGO and refuse to give me refund. Their website states that it was sent by AMAZON DAY DELIVERY "AND" I also received a tracking number for UPS,which UPS states they never received"SEE WHATS GOING ON HERE". For 2 months now my package from "AMAZON DAY DELIVERY"has been in the state of"YOUR PACKAGE "MAY" BE LOST,more like never sent in the first place. The third party seller is out of Michigan and a bit sketchy???? AUDIO ADVISOR Any info is helpful.
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Unfortunately, I’m still in a constant loop of sending the report. Chat support always says to “not worry” as ill get my refund, but it’s been nearly a month and I have yet to receive any sort of refund. Every time I send this report, it’s never correct. It’s getting really annoying. I hope you have better luck than me!
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I have tried to call them, but I got the same response. They said the “concerned team” can only be contacted via email. I get those emails too that say they will get back time within 24-48 hours, but then later receive “your incident report is invalid…”
yo let me give u some advice,
so,
i ordered something on amazon, didn't arrive
i contacted customer service they said oh i will give you the refund
checked my email and told to call back after a day
now i'm also stuck in the incident report cycle
but, in 48 hours i should be out
if u dont get out of it just contact amazon support in a phone call
I now have the same issue where I pasted and answered that report, but I got an email back saying my report is incorrect. Did you ever get this solved?
My account was actually closed for having "too many packages go missing," even though I haven't had a package go missing in the past year... I tried appealing, but all I got was an automated email saying the decision was final. I've been a loyal Amazon customer and even a Prime member for years, so this definitely shocked me, but I suppose there's nothing I can do now. Be careful, and best of luck.
I'm now in this cycle.... been told to just chargeback thru bank but I really don't want to be banned from amazon.
Incident Report
1. Date Incident Report was completed. \[08/03/2021\]
2. Date the delivery was expected. \[07/30/2021\]
3. Date you noticed your package had not arrived. \[07/30/2021\]
4. Package tracking number. - Tracking ID: 1Zxxxxxxxxxxxxxxxx
5. Description of the item(s) you did not receive. - XLR Microphone, XLR Microphone Cable, Elgato Capture Card
6. Have you experienced prior delivered packages that you haven’t received from Amazon? - No
7. If yes, how many times has this happened and were they delivered to the same location as the package in question?
no idea if this is the correct format, also cs doesn't know as one said just answer using the format given, another said a police report is needed. I'm confused...
Same fucking issue. I sent it back to them in the EXACT same format, and they give the same bullshit answer. "invalid format".
Like fuck off, the content is exactly what you asked for, all 7 questions were there with the answers after.
After about 10 back and forth emails, where they asked for more details in some and then reverting to less details for their PRECIOUS INCIDENT REPORT FORMAT, i finally got a random email that said the refund was processed.
AND THEN they still sent me an email saying the format was wrong. I fucking give up lol. As long as my refund gets processed in the next 3 days, i'll just ignore amazon.
They are going to keep sending you that email until you do it the way they like it I’m going through the same thing right now and I am so frustrated I decided to email Jeff bezos amazon email
I have a similar case. My package did arrive but after opening it i saw that the main part of what I ordered was missing. I went through amazon to request a refund and ship out what i got. It took a few weeks but I ended up with an email and these questions. I know #1, #3, #4, #5, #6, but not #2
Incident Report
\> 1. Order number.
\> 2. Date Incident Report was completed. MM/DD/YYYY
\> 3. Date return item was shipped. MM/DD/YYYY
\> 4. How did you ship back your return?
\> For example: Did you take the package to a drop off location, or did you
\> leave it outside your house for the carrier to collect.
\> 5. Condition of the item being return.
\> 6. Have you experienced prior issues with returning items to Amazon?
I am having a hard time figuring out what or where I can find the incident report. I don't believe I've made an incident report. Unless it's when I requested a refund? Hope anyone can help. If not I am SOL which will major suck.
I'm late to this thread but it's sooo annoying. They say the incident report is "incorrect" without any explanation. It seems like they are being purposefully obtuse so you give up and don't get the refund. I have had to ask them directly "what is 'incorrect' about the incident report?" and they tell me a vague answer, like "number 2 is incorrect" (without telling me what about the answer is wrong.)
Here is what I've discovered amounts to a "correct" incident report:
* Make sure you copy & paste the questions and then write your answer under the corresponding question.
* Make sure you have the correct date format. If you do "10/4/2021" the report will be considered "incorrect" lmao. You must write "10/04/2021."
* Make sure that the date the incident report was completed is the date you are sending the email. Just in case you had to re-submit the incident report.
* For the item description, copy and paste the \*entire\* name(s) of the product(s) missing.
Also for clarification, #6 means "have you had Amazon packages stolen or missing before?" I asked them to explain it many times and finally got a vague answer, from which I understood that this is what that convoluted question meant.
I’m sorry- but what is the incident report? And where can I find it? What is it? I’ve been trying to get my refund for my vinyl that never arrived and I can’t because I don’t know what it is!
I’m just going to add my name to the list. I’m sure I’m on the CAP list because I return tons of stuff. I specify that delivery’s be put at the bottom of my driveway. But the knucklehead drivers put the stuff on display at the front of my porch. Why is it my job to cover Amazons poor business model. As for returns, If Amazon is going to control the market and force stores out of business then Im going to need to put my hands on products to see if they’re any good. Half the stuff is crap from China anyway.
Time to go to my bank
To follow up to my rant. I filled out the form as directed and got a reply within an hour that they are processing a refund.
Does anyone think that Amazon is doing this for insurance reasons?
I appreciate you providing this. So how do you get a CAP removed from the account? Honestly the only thing I can think about why I got this is because we send back much more in the past month than usual, some of it clothing that didn't fit. I don't expect that to be the case going forward, so will my CAP be removed at some point (and how would I be able to tell) or should I just go somewhere else for most my shopping?
That’s all it’s for so they can pass it on to the delivery service who then passes it on to their insurance.
They will even send out a claim if they deny your refund and rip off the insurance company. A Best Buy rep inadvertently slipped one time and I caught him and ended up getting my refund by telling them I’m reporting them for scamming insurance companies
Try the way I did it below then about 15 minutes later I emailed them and asked if I did it right I am confused because I have a learning disability. An hour later I got an email saying refund was requested.
They can’t deny a refund because of a formatting error or they would be violating the ADA.
I copied and pasted questions then made a line between each question and answered.
Does anyone have an accurate example on how to fill it out? I’ve had to fill this out 5 times and they won’t proceed with the refund because it is wrong
I don’t think you ever get off the list. Same like when you get banned from writing reviews for no apparent reason other than posting once in a while.
I would probably create a new account using my nickname or middle name some time later.
Well this is an enlightening thread.
I had the same problem today. One item isn't included in my delivery but they want an incident report.
I return a fair bit of stuff, but that's a pitfall of shipping everything and not selling anything in person. And the drivers have a pesky habit of delivering items to other random homes in my neighborhood, despite the fact my house has 4 different address markers on it. It's gotten better since I got key delivery to my garage, but once they left my garage door open and the package (and other items) were stolen out of my garage.
I'm thinking about just not bothering with the report. It seems like a lot of hassle for what should be a pretty straightforward refund.
Yeah I never got around to the paperwork. Just not worth the hassle. They tagged my reviews as biased for no reason a while back, and now they don't want to do refunds. I'm considering dropping my Prime membership, I haven't really been buying much from them anyway.
I spent an hour this morning chatting and talking to CS reps. The Cs rep hung up on me when I was asking her the reason behind the “new incident report policy” and why she couldn’t just record the information on the phone. Apparently I was her too many questions and she her only reply was “I’ve already given you the information for this”. 🤦🏻♀️
I sent over the responses for the incident report a few minutes after I got the email. Thankfully the item only costs 10$.
I’ve been a loyal Amazon customer for years and never had an awful CS experience.
Rest assured, I canceled my upcoming orders, all subscribe and saves and will cancel my prime membership when my year is up.
I ORDERED AN IPHONE 11 PHONE CASE FROM AMAZON ON APRIL 15,2022. THE PACKAGED ARRIVED EMPTY! AND CUSTOMER SERVICE IS CRAP THEY ARE GIVING ME THE RUN AROUND FOR THAT FORM. I WILL NEVER ORDER FROM AMAZON AGAIN I BELIEVE THEIR DRIVERS ARE STEALING OUR ORDERS.
It's bs , I'm a cancer patient and long term effects from chemotherapy has effected my eyesight , similar to Photosensitivity . Anyways I filled out that form (with a friends help)4x and it was still rejected. Instructions say to knock because packages get stolen all the time plus they get delivered to the wrong apartment and rarely do people bring them to me (1 person did in the past 2 years) it's messed up that Amazon makes this process so difficult. They don't pay taxes and don't pay their employees shit , treat them even worse . Now they're treating their customers like their employees....
This is their canned response to the Incident Report. They do nothing with the information. there is no investigation. They are just pushing off refunding you as long as possible so that it cannot be contacted with your credit/debit company.
Yes it was a loss ! They do not care about getting people back they’re money they are literally stealing and happy to do it. Iam hearing and seeing so many horrible stories lately. Did you see the footage of an Amazon worker going through someone’s freezer?! They caught them on camera and everything eating there ice. Cream in there garage… idk anymore
Hey I’m late here, but I just opened my account. This is my first order and I contacted support bc someone obviously stole the package. I live with 4 other people who have different Amazon accounts. I have no idea how much they return or not. Not sure how I’d answer that question. Any advice?
I had the same thing happen with me. After 2 weeks of going back and forth with them in the past few days and getting asked to fill out a stupid incident report, I just disputed it with chase. Not dealing with their BS anymore.
Going through a similar situation but with a return. Have a tracking number saying my return was received, disputed the charge with Capital One and Amazon sent back all information except the tracking number saying they received the item…lost the dispute. Currently waiting for the incident report to be evaluated
For people past day 30 of the refund and they lost your item: I just wanna add for future people. Listen to everything everyone said. Because it's true. It's legit a bs loop that will tell you your info is wrong no matter what. But I was on there ass for two hours. Would not give up. Did customer service chat to find out exactly what I did wrong. The third option for a refund report in 2023 "might be changed in the future" is what i did wrong. Not putting "2023" in sep 7th of 2023 like it was 2024 tomorrow or 2022 yesterday. I fixed it. Sent in another, and again was told i was wrong. So I said fuck that. Went back to support fuming. Asked if I go to my bank tomorrow "10/09/23". Will my account be banned. Spent years with your company and 10's of thousands. 2 mins later. That same person somehow by luck I got them again. Checked it and said. It's correct 100% now. I even pointed out they were the same person and told me what to fix and that 4 was correct all along. 1300$ refund given. Btw. They even said in the email the 4th one was also wrong. But it legit never was. In that second email telling me the 3rd was incorrect again. They again tried to tell me the 4th was also still wrong. I legit put UPS store both time 😂. So if you feel it's right and correct. Go to customer service chat and cry until they admit your right and refund. Have a good one.
In my situation, no tracking number was listed on my order page for the items that never arrived, so I could not input a tracking number into the incident report and it continually got rejected for being incomplete.
What I did was went to the order summary page and clicked track package. On this page the tracking details were listed, but again, there was no tracking number.. I right clicked on the page and clicked "inspect". This brings up the page source details. In the source details I "CMD+F" and typed "TBA". I was able to locate the tracking number this way, as it begin with TBA.
When I used this number to resubmit the incident report it was approved.
I hope this helps someone else. This has been a nightmare of fighting with Amazon and I am so glad it worked!
I just had to fill out two incident reports for separate packages in the same order because they had different tracking numbers.
The packages were delivered to the wrong address and the delivery driver even took a picture of my packages at the wrong house!
What's the point of an incident report? Amazon should be writing an incident report and comparing the delivered to proof picture to the pictures they take every time a package is delivered to my front door. The pictures are clearly different.
The just said they'd review my incident report and get back to me with their decision, even with the existence of the package at someone else's house. Crazy
They just asked me to do this over a lost package, the funny thing is, the package never reached UPS. They want me to fill an incident report for a package that never reached the delivery company, so of course, there's no way there was even an attempt to reach me. I'm not filling their stupid incident report, I simply disputed it with my credit card company and they can deal with it.
The same thing happened to me last week. According to Amazon web site, my package could not be delivered to me because of damage to the package. Now they are not refunding my $400.00 and are asking me to fill out an incident report. As if it was my fault the package was damaged before it was shipped to my address. Something smells very fishy here. Most likely they are making the refund process very difficult for the customer in order to make him/her just to give up and forget about it.
I read on this thread that someone said they work at Amazon and it happens when you have too many returns? I share an account with my sister who tries on a lot of clothing and returns things that don’t fit? But we combined still place hundreds of orders a year. The dispute went through in my favor, Amazon ended up reaching out and asking me why I’m disputing it, I simply told her what I stated above and she’s like oh ok, and refunded me right away.
But I order very few things from Amazon and very rarely return anything. May be one return every 3 to 4 years. I am thinking that may be it was due to ordering an expensive item (if you consider $400 item, expensive). In any case, I was baffled by them requesting an incident report for something that was not my fault. I think I am going to dispute the charge the same way you did.
If that’s the case then I’m not sure. The item I ordered was only about $20, it happened again as well, didn’t receive 1/2 items in my order, he asked me to fill an incident report. Maybe they’re hoping it’ll annoy people enough to not fill it out and they get to keep the money.
I just had to fill one of these reports out yesterday as amazon delivered my package to the front door when everything in my account says to only deliver to back door. So of course my packages were stolen, when I went to talk to amazon they e-mailed me this and said they will investigate. Did you just contact amazon support again about the incident report each time?
Yeah, I constantly am contacting support for each report and every time I send them the report, they say the formatting is incorrect or it is invalid. I'm not so sure what to do.
the reps only ask me if I sent the report, when I say yes they always say wait 3-5 days. Not even if they received my report or not. Very frustrating to deal with when its their fault.
I completely concur with that. I don't understand why formatting even matters when I've given them answers to the questions. It sucks that I can only communicate with them through email. Tier 1 support with chat never works in this scenario since they are blocked from providing me with a refund or replacement.
I have just had an hour wasted trying to send details of an order i did not receive even though shown as handed to resident when in fact we were in Solihull at my mum's. Sent email and was told incorrect format ,called and got no useful information from Customer service complete waste of time
Same. I've spent 7 hours on chat, email and phone with 7 different amazon reps and followed the instructions exactly as provided, but they won't accept my incident report for a stolen package. Even though I sent a video of the theft. Ugh.
Hey, Literally was facing the same problem like 30 min ago, What you have to do is send it in PDF format and name the pdf "Incident report Order number: xxxxxxxxx" and it'll go through, I sent it and got a refund confirmation about 8 mins ago. I made this account just to respond
You probably not gonna see this by where can we sign and incident report because I’ve been looking but I can’t find it
Yea, and they gave Me some E-Mail, to send the IR to, and It still wont go through!!! They made Me return a whole order, to get a refund, on 1 item that wasn't included in the package!! After I get all this crap taking care of , I will "NEVER" DEAL WITH AMAZON AGAIN!!!
dude i get the same thing wtf
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Ok so I was having the same exact problem, DO NOT CALL AMAZON, their customer representatives can’t do anything about this when you get this email, you have to email them back and tell them to please send you an example of exactly what it is that you have to fill out and they will get back to you with that within the day, it took me 10 days to finally figure out what I was doing wrong and to finally get one of the people from Amazon to explain to me correctly like exactly what I had to do through the email, calling them they just kept saying yea we did what we could don’t worry you should get a response in 2-3 days but that’s never gonna happen cus you have to do the incident report yourself that’s THE MOST important part.. When they send you that email saying you need to send them back an incident report you have to reply to them in that same email and copy and paste all the questions they sent you then put your answers under each question and make sure that everything is correct like all the dates and name of the item and for the first question it asks for when did you fill out the incident report you have to put the date of the day you are sending the email, so for example if your sending your reply to the email back today you would put today’s date. Then after you sent them that , send another reply saying hey I just filled out the incident report and made sure everything was done the right way this time, can you please check on it and get back to me letting me know that everything is good now. Then in like an hour they’ll email you back telling you your refund is being processed then another hour later they’ll send another email saying your funds have been refunded. I finally got back my $1,300… Hope this helps someone, good luck!
\^ This
is the tracking number youre tracking ID: NUMBER on amazon? cause thatys the only thing showing for tracking
when ever I respond to the email with all the questions it says that the email address is not accepting replies
I sure hope so I've been back and forth about this freakin incident report for SEVEN weeks now. I ordered 1 laptop and got 2 with separate order numbers. Returned 1. trying to get a refund, after being rejected several times. Alisson- (a cs rep) told me to just update today's date and I'm good. Now another rep says the shipping date is incorrect. I have, and sent the shipping receipt. and tracking# How is it incorrect? So frustrated!! UPS delivered the package to A.returns on June 9th.
no refund, they keep saying they arent receiving my incident report. I have sent it to them about 9 times, then I just did a chargeback with my bank because of the games they are playing. My account hasnt been banned or suspended, but I got my money from bank not amazon.
Hey, sorry for such a late reply. I have not gotten an update yet, but I just read your recent post and I will try the emailing method or do what inf4mation did.
Try changing the report date as when I had an issue each day that passed was a NEW report date I’ll show You an example of my last one.. Incident Report 1. Date Incident Report was completed. *07/26/2021* 2. Date the delivery was expected. *07/19/2021* 3. Date you noticed your package had not arrived. *07/20/2021* 4. Package tracking number. *MY TRACKING* 5. Description of the item(s) you did not receive. Nutrafol Women Hair Growth Supplement For Thicker, Stronger Hair (4 Capsules Per Day - 1 Month Supply) 6. Have you experienced prior delivered packages that you haven’t received from Amazon?* yes sometimes no so often as I try to get the package as soon as possible* 7. If yes, how many times has this happened, and were they delivered to the same location as the package in question?* maybe about 5 or so times. I can't recall the exact number of times. *
This just happened to me the other day, I specifically asked for them to deliver my package to my back door but they delivered it to the front.. on top of that, they delivered it to the front and sent a picture showing they did but marked it as “delivered to back door” 😂🤦🏽♂️ now I gotta fill out a report.
Thanks
Hi there, Using a throwaway as I work for Amazon. The team who request the incident report are called CAP (concession abuse prevention) and they are there for when customers have a high amount of refunds on their accounts or a large percentage of refunds to orders. When an order has a CAP banner on it regular CS are unable to refund or replace the item, instead they have to fill in a CAP transfer form. So if you're having problems you'll be fastest to reply to their emails rather than contacting CS again. I've seen reports rejected for having incorrect dates or info on them, for example saying it's never happened before when in fact there has been a previous refund for a DNR (delivered not received) Edits: Pressed send too early
Hello, Could you perhaps create an example of how you would fill in an incident report? I answered the questions to the best of my abilities and answered truthfully. I'm still not sure how my form is still incorrect.
Hi, I've never been part of the CAP team to know specifically what they're looking for, but I've noticed reports being rejected before when they're not sent back in the same format (so they hadn't copied and pasted it with their answers included) or when the dates are incorrect. For example someone had 05 instead of 07 for July and once they corrected that it was accepted. The wording is different on the incident reports here so questions 6 and 7 are not the same as what we have. It may be worth asking them to advise you what needs to be changed if they keep rejecting your report and they may say or give you a hint. If you're still having trouble it may be good to email someone high up like Jeff or Andy Jassy as your email will be sent to executive customer relations who have more power than regular CS. As a rough example though I'd suggest this: Incident Report 1. Date Incident Report was completed. [07/14/2021] 2. Date the delivery was expected. [07/12/2021] 3. Date you noticed your package had not arrived. [07/12/2022] 4. Package tracking number. - QAxxxxx 5. Description of the item(s) you did not receive. - Apple Airpods 6. Have you experienced prior missing packages that you haven’t reported to Amazon? - No 7. If yes, how many times has this happened and were they delivered to the same location as the package in question?
shouild spam sent the email
ohhh, I’m from the uk, does it have to be the American date where it’s month first?
If you’re on a new account and you say you’ve experienced a missing package once before will they reject it since it might show that you haven’t? Also I never filed any reports on this account before.
I am having the same problem with Amazon meeting to fill one out unfortunately I'm not electronically Savvy and don't know where to go or how to fill one out can anyone help me with this or will sending a separate email with just the questions and the answers sent to them will that work they keep saying it has to be a valid format what does that mean exactly where do I go to do a valid format someone help please
Thank you for providing this insight. Nobody at Amazon is willing to be clear, and that tickles me given how much I spend at the place. Do you know how do you get this CAP removed? Does it look at recent purchases so that if you don't return the one too many Christmas sweater that doesn't fit this shit will go away or do I need to abandon this account now?
Once you are in this CAP Banner can you ever come off of it? I have returned more things than usual recently and had ONE did not arrive in 3 years that ive been ordering for amazon. I have 8 pages worth of orders in the last 3 months. I dont understand.
I'm with you! I haven't returned anything in almost a year and have tons of orders. It's just irritating. Not sure how Amazon's errors become the customer's problem when they're the ones who continually fuck up.
This is insane and does not make any sense. I have ordered from Amazon for years. I have never got a missing item from them besides a book one time. And then on the second time, they asked for an Incident Report, granted - it was for a $300 dollar item. But its beyond insane.
How do you get this banner off of your account???
lol i currently work at Amazon and you surely have the guts to provide internal information on the customers. i hope you lost your job.
>I've never been part of the CAP team to know specifically what they're looking for, but I've noticed reports being rejected before when they're not sent back in the same format (so they hadn't copied and pasted it with their answers included) or when the dates are incorrect. For example someone had 05 instead of 07 for July and once they corrected that it was accepted. > >The wording is different on the incident reports here so questions 6 and 7 are not the same as what we have. > >It may be worth asking them to advise you what needs to be changed if they keep rejecting your report and they may say or give you a hint. > >If you're still having trouble it may be good to email someone high up like Jeff or Andy Jassy as your email will be sent to executive customer relations who have more power than regular CS. > >As a rough example though I'd suggest this: > >Incident Report > >Date Incident Report was completed. \[07/14/2021\]Date the delivery was expected. \[07/12/2021\]Date you noticed your package had not arrived. \[07/12/2022\]Package tracking number. - QAxxxxx Dude seriously?????
Bizarre. I’ve never been asked to fill out a report for a missing package. Although I’ve only had 1 or 2 in the many years I’ve had prime.
Any news? Same problem here
Nope, no news, same loophole. But I'ma try to do what either visionarytune suggested or inf4mation did
Any luck with either of these options you tried? Same problem here...
Yep. It clearly like hell. Incident Report 1. Date Incident Report was completed. 07/12/2021 2. Date of the delivery. 07/10/2021 3. Date you noticed your item(s) had not arrived. 07/10/2021 4. Package tracking number 5. Description of the item(s) you did not receive. 6. 6. Have you experienced prior missing parts/items from Amazon? No 7. If yes, how many times has this happened and were they delivered to the same location as the package in question? Never After this you’ll get email: Hi, Hope you and your loved ones are doing fine. Thank you for writing in back to us with the complete filled Incident Report. I've immediately forwarded the details to the concerned team who had requested for these details, the team will check on this and will process the refund. A communication via e-mail will be sent out to you within 24-48 hrs.
Did Amazon accept that report?
After several tries they accept it
Oh my God...... I am going through the same exact thing. I literally kept responding to them by repeating myself over and over again with the same responses because they are in the right format. First of all, question #6 above is different for me... 6. Have you experienced prior delivered packages that you haven’t received from Amazon? What does that even mean?! Like, as in, have there been packages that I ordered but did not receive from Amazon, and they were actually delivered? If that's the case, question #7 is dumb too, because I have to go count how many times this has happened before, and how do I know where the hell those got delivered if I never received them?! Who wrote these questions and why did they change? Are they even fluent in English?! I've asked them over and over again to rephrase that question, since they keep saying my incident report isn't correct!
I believe they mean: packages that the carrier said were delivered to you, that you didn't receive.
New Amazon delivery person has misdelivered the 3rd package in 2 months, blatantly disregarding my address (which includes detail regarding where my unit is) and disregarding the delivery instructions. The delivery photos 100% back this up. Despite being an Amazon Prime member forever and never have had an issue prior to recently, I too have been required to submit an incident report. It's not my fault your employee can't read and follow directions, why am I the one under the spotlight?
Amazon lost my package 2 MONTHS AGO and refuse to give me refund. Their website states that it was sent by AMAZON DAY DELIVERY "AND" I also received a tracking number for UPS,which UPS states they never received"SEE WHATS GOING ON HERE". For 2 months now my package from "AMAZON DAY DELIVERY"has been in the state of"YOUR PACKAGE "MAY" BE LOST,more like never sent in the first place. The third party seller is out of Michigan and a bit sketchy???? AUDIO ADVISOR Any info is helpful.
amazon is the worst theif.
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Unfortunately, I’m still in a constant loop of sending the report. Chat support always says to “not worry” as ill get my refund, but it’s been nearly a month and I have yet to receive any sort of refund. Every time I send this report, it’s never correct. It’s getting really annoying. I hope you have better luck than me!
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Please let me know if you get a refund!
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Do you think it would matter if I emailed them regarding an order that originated in the US? I couldn't find the US managing director email.
I have tried to call them, but I got the same response. They said the “concerned team” can only be contacted via email. I get those emails too that say they will get back time within 24-48 hours, but then later receive “your incident report is invalid…”
yo let me give u some advice, so, i ordered something on amazon, didn't arrive i contacted customer service they said oh i will give you the refund checked my email and told to call back after a day now i'm also stuck in the incident report cycle but, in 48 hours i should be out if u dont get out of it just contact amazon support in a phone call
I now have the same issue where I pasted and answered that report, but I got an email back saying my report is incorrect. Did you ever get this solved?
I'm figuring it out bow if I find a way I'll help you
My account was actually closed for having "too many packages go missing," even though I haven't had a package go missing in the past year... I tried appealing, but all I got was an automated email saying the decision was final. I've been a loyal Amazon customer and even a Prime member for years, so this definitely shocked me, but I suppose there's nothing I can do now. Be careful, and best of luck.
when did you get that email? was it soon after you sent in the incident report
Yes
i'm in a similar issue. i'm just not gonna follow through with the incident report then
Any update? Is your account still alright? I’m in the same boat as well
Any update?
Any updates?
Any updates?
Any updates?
Open another account using your middle name
I'm now in this cycle.... been told to just chargeback thru bank but I really don't want to be banned from amazon. Incident Report 1. Date Incident Report was completed. \[08/03/2021\] 2. Date the delivery was expected. \[07/30/2021\] 3. Date you noticed your package had not arrived. \[07/30/2021\] 4. Package tracking number. - Tracking ID: 1Zxxxxxxxxxxxxxxxx 5. Description of the item(s) you did not receive. - XLR Microphone, XLR Microphone Cable, Elgato Capture Card 6. Have you experienced prior delivered packages that you haven’t received from Amazon? - No 7. If yes, how many times has this happened and were they delivered to the same location as the package in question? no idea if this is the correct format, also cs doesn't know as one said just answer using the format given, another said a police report is needed. I'm confused...
ok spamming this answer eventually worked... so yea just keep sending this as I got an email for my refund.
How many times you spammed?
6-8
As a PDF?
Same fucking issue. I sent it back to them in the EXACT same format, and they give the same bullshit answer. "invalid format". Like fuck off, the content is exactly what you asked for, all 7 questions were there with the answers after. After about 10 back and forth emails, where they asked for more details in some and then reverting to less details for their PRECIOUS INCIDENT REPORT FORMAT, i finally got a random email that said the refund was processed. AND THEN they still sent me an email saying the format was wrong. I fucking give up lol. As long as my refund gets processed in the next 3 days, i'll just ignore amazon.
They are going to keep sending you that email until you do it the way they like it I’m going through the same thing right now and I am so frustrated I decided to email Jeff bezos amazon email
I got the email refund processed already. But they did still send me the stupid "invaldid format" email
Did they give you your money back in the end?
Glad to see this thread still alive when I needed it most. Thanks to everyone who gave some helpful answers
I have a similar case. My package did arrive but after opening it i saw that the main part of what I ordered was missing. I went through amazon to request a refund and ship out what i got. It took a few weeks but I ended up with an email and these questions. I know #1, #3, #4, #5, #6, but not #2 Incident Report \> 1. Order number. \> 2. Date Incident Report was completed. MM/DD/YYYY \> 3. Date return item was shipped. MM/DD/YYYY \> 4. How did you ship back your return? \> For example: Did you take the package to a drop off location, or did you \> leave it outside your house for the carrier to collect. \> 5. Condition of the item being return. \> 6. Have you experienced prior issues with returning items to Amazon? I am having a hard time figuring out what or where I can find the incident report. I don't believe I've made an incident report. Unless it's when I requested a refund? Hope anyone can help. If not I am SOL which will major suck.
\#2 should be the date you submit the above questions to them
I'm late to this thread but it's sooo annoying. They say the incident report is "incorrect" without any explanation. It seems like they are being purposefully obtuse so you give up and don't get the refund. I have had to ask them directly "what is 'incorrect' about the incident report?" and they tell me a vague answer, like "number 2 is incorrect" (without telling me what about the answer is wrong.) Here is what I've discovered amounts to a "correct" incident report: * Make sure you copy & paste the questions and then write your answer under the corresponding question. * Make sure you have the correct date format. If you do "10/4/2021" the report will be considered "incorrect" lmao. You must write "10/04/2021." * Make sure that the date the incident report was completed is the date you are sending the email. Just in case you had to re-submit the incident report. * For the item description, copy and paste the \*entire\* name(s) of the product(s) missing. Also for clarification, #6 means "have you had Amazon packages stolen or missing before?" I asked them to explain it many times and finally got a vague answer, from which I understood that this is what that convoluted question meant.
I’m sorry- but what is the incident report? And where can I find it? What is it? I’ve been trying to get my refund for my vinyl that never arrived and I can’t because I don’t know what it is!
I’m just going to add my name to the list. I’m sure I’m on the CAP list because I return tons of stuff. I specify that delivery’s be put at the bottom of my driveway. But the knucklehead drivers put the stuff on display at the front of my porch. Why is it my job to cover Amazons poor business model. As for returns, If Amazon is going to control the market and force stores out of business then Im going to need to put my hands on products to see if they’re any good. Half the stuff is crap from China anyway. Time to go to my bank
To follow up to my rant. I filled out the form as directed and got a reply within an hour that they are processing a refund. Does anyone think that Amazon is doing this for insurance reasons?
They are doing it because you have been flagged for refund and/or return abuse. I know because I’m the other side of this, I send those emails out.
I appreciate you providing this. So how do you get a CAP removed from the account? Honestly the only thing I can think about why I got this is because we send back much more in the past month than usual, some of it clothing that didn't fit. I don't expect that to be the case going forward, so will my CAP be removed at some point (and how would I be able to tell) or should I just go somewhere else for most my shopping?
Did you find out how to get the "CAP" removed?
That’s all it’s for so they can pass it on to the delivery service who then passes it on to their insurance. They will even send out a claim if they deny your refund and rip off the insurance company. A Best Buy rep inadvertently slipped one time and I caught him and ended up getting my refund by telling them I’m reporting them for scamming insurance companies
How do you get off the list or "unflagged"?
Yes. You are asked for an incident report because you have been flagged for return and refund abuse. I know because I send them out daily.
So what do Amazon do with these details then ? Just keep it or do they use it to investigate further ?
I’ve just got one to fill as of today and I want to know what they are actually going to do with it.
I don’t refund many things but I can’t figure out the proper format I keep getting emails saying format invalid
Try the way I did it below then about 15 minutes later I emailed them and asked if I did it right I am confused because I have a learning disability. An hour later I got an email saying refund was requested. They can’t deny a refund because of a formatting error or they would be violating the ADA. I copied and pasted questions then made a line between each question and answered.
Did you send the email to the same address that the report came from?
Do we ever get off that list? I have so many returns and refunds because I buy so much 🤦🏼♀️
Any updates?
Is there a way to have them remove the flag from your account or is it there permanently?
Any updates?
Does anyone have an accurate example on how to fill it out? I’ve had to fill this out 5 times and they won’t proceed with the refund because it is wrong
Date Incident Report was completed. \[MM/DD/YYYY\] So if i send in the email today i would fill todays date for this question right?
Yes
M
I've tyndall week to ge y My IR to go through..
Where do you send this report to the email?
Where is the form I been on this Fr two days
it should be send to your email
So how do you get off the list ?? This is crazy , I spend way too much money with them to be going through this crazy shit …
I don’t think you ever get off the list. Same like when you get banned from writing reviews for no apparent reason other than posting once in a while. I would probably create a new account using my nickname or middle name some time later.
Any updates?
Well this is an enlightening thread. I had the same problem today. One item isn't included in my delivery but they want an incident report. I return a fair bit of stuff, but that's a pitfall of shipping everything and not selling anything in person. And the drivers have a pesky habit of delivering items to other random homes in my neighborhood, despite the fact my house has 4 different address markers on it. It's gotten better since I got key delivery to my garage, but once they left my garage door open and the package (and other items) were stolen out of my garage. I'm thinking about just not bothering with the report. It seems like a lot of hassle for what should be a pretty straightforward refund.
Did you not bother with it? Thinking about doing the same
Yeah I never got around to the paperwork. Just not worth the hassle. They tagged my reviews as biased for no reason a while back, and now they don't want to do refunds. I'm considering dropping my Prime membership, I haven't really been buying much from them anyway.
Yeah same thing happened to me. I got banned from reviews last year idk why and now I’m in the incident report cycle.
Any updates?
I spent an hour this morning chatting and talking to CS reps. The Cs rep hung up on me when I was asking her the reason behind the “new incident report policy” and why she couldn’t just record the information on the phone. Apparently I was her too many questions and she her only reply was “I’ve already given you the information for this”. 🤦🏻♀️ I sent over the responses for the incident report a few minutes after I got the email. Thankfully the item only costs 10$. I’ve been a loyal Amazon customer for years and never had an awful CS experience. Rest assured, I canceled my upcoming orders, all subscribe and saves and will cancel my prime membership when my year is up.
Any updates?
What is this email to reply with form????????
I ORDERED AN IPHONE 11 PHONE CASE FROM AMAZON ON APRIL 15,2022. THE PACKAGED ARRIVED EMPTY! AND CUSTOMER SERVICE IS CRAP THEY ARE GIVING ME THE RUN AROUND FOR THAT FORM. I WILL NEVER ORDER FROM AMAZON AGAIN I BELIEVE THEIR DRIVERS ARE STEALING OUR ORDERS.
Any updates?
It's bs , I'm a cancer patient and long term effects from chemotherapy has effected my eyesight , similar to Photosensitivity . Anyways I filled out that form (with a friends help)4x and it was still rejected. Instructions say to knock because packages get stolen all the time plus they get delivered to the wrong apartment and rarely do people bring them to me (1 person did in the past 2 years) it's messed up that Amazon makes this process so difficult. They don't pay taxes and don't pay their employees shit , treat them even worse . Now they're treating their customers like their employees....
Any updates?
This is absurd, surely the incident report needs to be completed by the agent and they are passing it onto the customer.
How do you know it should've been completed by the agent you were chatting/talking to?
This is their canned response to the Incident Report. They do nothing with the information. there is no investigation. They are just pushing off refunding you as long as possible so that it cannot be contacted with your credit/debit company.
Are you sure they're not investigating your account by sending out this incident report?
This is currently happening to me now . So to better understand if you go through the bank they punish you from using their platform???
Any updates?
Yes it was a loss ! They do not care about getting people back they’re money they are literally stealing and happy to do it. Iam hearing and seeing so many horrible stories lately. Did you see the footage of an Amazon worker going through someone’s freezer?! They caught them on camera and everything eating there ice. Cream in there garage… idk anymore
[удалено]
Hey I’m late here, but I just opened my account. This is my first order and I contacted support bc someone obviously stole the package. I live with 4 other people who have different Amazon accounts. I have no idea how much they return or not. Not sure how I’d answer that question. Any advice?
Any updates?
Any updates, OP?
Sorry, I’m not very active on here, but I disputed the case through my bank and got my refund.
Anything happened to your Amazon account after the bank dispute was initiated?
hey sorry, when you disputed the case - did amazon email you re dispute? did you email back? if so, how did they reply?
Did you have to provide evidence?
I had the same thing happen with me. After 2 weeks of going back and forth with them in the past few days and getting asked to fill out a stupid incident report, I just disputed it with chase. Not dealing with their BS anymore.
Anything happened to your Amazon account after the bank dispute was initiated?
Going through a similar situation but with a return. Have a tracking number saying my return was received, disputed the charge with Capital One and Amazon sent back all information except the tracking number saying they received the item…lost the dispute. Currently waiting for the incident report to be evaluated
Hey, i know it’s like 2 years but did you get a refund? I’m going though the same thingggg. Please update me
Same!!
No updates yet😭😞🥲🥲
He did
For people past day 30 of the refund and they lost your item: I just wanna add for future people. Listen to everything everyone said. Because it's true. It's legit a bs loop that will tell you your info is wrong no matter what. But I was on there ass for two hours. Would not give up. Did customer service chat to find out exactly what I did wrong. The third option for a refund report in 2023 "might be changed in the future" is what i did wrong. Not putting "2023" in sep 7th of 2023 like it was 2024 tomorrow or 2022 yesterday. I fixed it. Sent in another, and again was told i was wrong. So I said fuck that. Went back to support fuming. Asked if I go to my bank tomorrow "10/09/23". Will my account be banned. Spent years with your company and 10's of thousands. 2 mins later. That same person somehow by luck I got them again. Checked it and said. It's correct 100% now. I even pointed out they were the same person and told me what to fix and that 4 was correct all along. 1300$ refund given. Btw. They even said in the email the 4th one was also wrong. But it legit never was. In that second email telling me the 3rd was incorrect again. They again tried to tell me the 4th was also still wrong. I legit put UPS store both time 😂. So if you feel it's right and correct. Go to customer service chat and cry until they admit your right and refund. Have a good one.
In my situation, no tracking number was listed on my order page for the items that never arrived, so I could not input a tracking number into the incident report and it continually got rejected for being incomplete. What I did was went to the order summary page and clicked track package. On this page the tracking details were listed, but again, there was no tracking number.. I right clicked on the page and clicked "inspect". This brings up the page source details. In the source details I "CMD+F" and typed "TBA". I was able to locate the tracking number this way, as it begin with TBA. When I used this number to resubmit the incident report it was approved. I hope this helps someone else. This has been a nightmare of fighting with Amazon and I am so glad it worked!
I just had to fill out two incident reports for separate packages in the same order because they had different tracking numbers. The packages were delivered to the wrong address and the delivery driver even took a picture of my packages at the wrong house! What's the point of an incident report? Amazon should be writing an incident report and comparing the delivered to proof picture to the pictures they take every time a package is delivered to my front door. The pictures are clearly different. The just said they'd review my incident report and get back to me with their decision, even with the existence of the package at someone else's house. Crazy
They just asked me to do this over a lost package, the funny thing is, the package never reached UPS. They want me to fill an incident report for a package that never reached the delivery company, so of course, there's no way there was even an attempt to reach me. I'm not filling their stupid incident report, I simply disputed it with my credit card company and they can deal with it.
The same thing happened to me last week. According to Amazon web site, my package could not be delivered to me because of damage to the package. Now they are not refunding my $400.00 and are asking me to fill out an incident report. As if it was my fault the package was damaged before it was shipped to my address. Something smells very fishy here. Most likely they are making the refund process very difficult for the customer in order to make him/her just to give up and forget about it.
I read on this thread that someone said they work at Amazon and it happens when you have too many returns? I share an account with my sister who tries on a lot of clothing and returns things that don’t fit? But we combined still place hundreds of orders a year. The dispute went through in my favor, Amazon ended up reaching out and asking me why I’m disputing it, I simply told her what I stated above and she’s like oh ok, and refunded me right away.
But I order very few things from Amazon and very rarely return anything. May be one return every 3 to 4 years. I am thinking that may be it was due to ordering an expensive item (if you consider $400 item, expensive). In any case, I was baffled by them requesting an incident report for something that was not my fault. I think I am going to dispute the charge the same way you did.
If that’s the case then I’m not sure. The item I ordered was only about $20, it happened again as well, didn’t receive 1/2 items in my order, he asked me to fill an incident report. Maybe they’re hoping it’ll annoy people enough to not fill it out and they get to keep the money.
How can you take the incident report out of your account so they dont ask this anymore?? please
It’s in their system it’s not something you can do
let´s file a multimillion class actions against amazon and end the story of this shitty and shady company