When David Cerullo returns a defective DVD/VCR combo to Amazon, he expects a quick refund. Instead, the company asks him to prove his identity — and keeps rejecting his valid Colorado driver license. Now, he just wants to know why Amazon is making it so difficult to get his money back.

Q: I bought a DVD/VCR combo from Amazon for $273. After using it for a few weeks, it stopped loading DVDs, so I returned it. Amazon confirmed it received the item a few days later.

Then I saw a message on my account saying, “Your refund couldn’t be processed.” When I called, a representative told me I had to verify my identity before they could issue a refund. Amazon sent me a link to upload my driver's license, which I did. But the system kept rejecting it, saying my Colorado driver license wasn’t from the United States.

I must have done this five times. Each time I called, a representative told me to wait three days and try again. But nothing worked. 

I’ve had this account for years and never had a problem before. I don’t understand why I suddenly need to prove who I am to get my refund. Can you help me find out why Amazon made this so hard — and get my money back? — David Cerullo, Denver

A: Looks like you ran into one of Amazon’s automated security checks. The company flagged your account for “abnormal activity” — in this case, repeated returns and mismatched information — and required identity verification before issuing a refund.

Amazon's verification system is far from perfect. It can reject perfectly valid documents. That’s why your Colorado driver license was repeatedly flagged as “not from the United States,” and why you got stuck in a frustrating loop. Every time you uploaded your ID, a representative told you to wait three days and try again, with no clear way to reach a human who could fix the issue.

You asked Amazon repeatedly what had gone wrong. One representative said there was "possible" fraud on your account. Another claimed you had "suspicious activity." Interestingly, this was your only purchase on Amazon in the last five years.

What can you do in a situation like this? First, save a complete paper trail — screenshots, emails, chat transcripts. That documentation will be critical if you need to escalate your request.

If you’re going in circles, escalate to Amazon’s executive contacts (I list them on my advocacy site, Elliott.org). Persistence and thorough documentation are your best tools for breaking free from an automated system that’s failing you.

Colorado law also protects you in situations like this. Under the Colorado Consumer Protection Act, you have the right to a refund for defective merchandise. Retailers can't create unreasonable barriers to returning faulty products, and you can file a complaint with the Attorney General if a company acts in bad faith.

I contacted Amazon on your behalf. Because you used an Amazon store card, it required additional identity verification, which included mailing a code and a follow-up call. Two months after returning the defective DVD/VCR, you finally received your money.

 Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at https://elliottadvocacy.org/help/