economy

January 12, 2026

Amazon insists I return a phone it says ‘may be lost’

I have paid two monthly £108 instalments but am now phone-less and out of pocket

Amazon insists I return a phone it says ‘may be lost’

TL;DR

  • Customer ordered a £544 phone from Amazon which was subsequently marked as potentially lost.
  • Amazon's refund process required the customer to wait a week and file an incident report.
  • The incident report was rejected due to not meeting security standards from the account's associated email address.
  • The order page incorrectly stated the customer requested a return and would be refunded upon doing so.
  • Amazon had already taken two monthly payments for the undelivered phone.
  • Amazon eventually issued a refund and a voucher after the customer's story was shared.
  • Customers can make chargeback claims from their debit card issuer or ask for reimbursement under section 75 of the Consumer Credit Act for credit card payments if facing similar issues.

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