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I can see how the shitshow commenced though. Instead of contacting Amazon via chat and providing a few photos to document the process the family did a regular return which off was in turn picked up as fraudulent.. No one's fault in particular but annoying situation for sure!!

Reality for me has always been that Amazon is rather flawless on return policy (in the UK anyway!)

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When you're making a return, Amazon has a field that allows you to say that the product delivered does not match the purchase (the wording is not quite that, and they have a few variants). I don't feel like there's a need for a chat if the form already allows me to say that and do not require sending any pictures. They could follow up if they felt the need, before issuing the return code.

Amazon has a bad process for these cases and seems not interested in fixing it.

Yeah. The automated return process is going to try to force you to mail things back. If you can force your way through their byzantine process that hides trying to get to a human behind a chatbot, you can eventually make your way to the proper humans that will actually issue a refund.

Worst off you email jeff@ or jassy@ and some executive assistant eventually picks it up.

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