Problem Solved: Scuba Geared To Charge Twice

Q: I recently bought scuba equipment from Amazon. The items didn't fit properly, so I returned them a week later.

Amazon instructed me to print return sheets and take both items to a UPS dropoff. UPS accepted the package and gave me a receipt. Amazon promptly issued refunds to my account for both items.

A few weeks later, Amazon charged me again for one of the items. I called Amazon customer service and a representative assured me the issue was resolved and that Amazon would credit my account. It did not.

I placed a stop payment on my credit card and told Amazon why I was doing it. I received a series of odd emails from Amazon. In one, the company claimed I didn't return the item. In another, it said I had returned the item outside the 30-day window for returns. In my last message, Amazon insisted that I had to lift the stop payment but offered no proof that I owed it any money.

I want Amazon to acknowledge a simple product return was completed, clear my account, and stop hounding me to pay again for no valid reason. Can you help me? -- Isabel Barney, Hollywood, Fla.

A: Amazon first acknowledged the return of both items. But then it claimed that a rash guard was not in the box.

That seems a little strange. Either Amazon received your rash guard, or it didn't. Amazon can't have it both ways.

Packages sometimes get lost enroute to and from a retailer. There's a standard procedure when that happens. Amazon will replace most lost or stolen packages under its "A-to-Z" Guarantee Protection. But filing a claim can take time, and Amazon may not offer a refund if there's a third-party seller involved.

But your case is a little odd. I've never seen Amazon issue a refund for a return, then charge the customer again, and then fight over a stop payment. Knowing what I do about Amazon, I would say that this wasn't human error. Instead, it was a series of automated emails sent by an AI. A real person shouldn't have made this mistake.

I list the names, numbers and email addresses of the Amazon executives on my consumer advocacy site, Elliott.org. It looks like you tried to reach out to them, but that they referred you back to their automated system, which just sent you even more nonsense emails.

You contacted my advocacy team. I got in touch with Amazon. The company contacted you and offered you a "sincere" apology for the difficulties you experienced. It offered you a refund of the $38 it charged your card, plus a $50 Amazon gift card.

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/