The automated return*refund service gives the message: 'tis item is not eligible for return'

GetHuman4925646's Return an Order issue with Amazon from June 2020

Help with my Amazon issue
The issue in GetHuman4925646's own words
I was trying to contact Amazon about an Amazon product (reading glasses) that arrived damaged, which was replaced with a second damaged pair (chipped lenses) ... This is the e-mail that I sent to Amazon, about some chipped reading glasses, sent as a replacement for my original order that had arrived chipped*Their automated 'Return*Refund' system stated that 'this item is not eligible for return':-**to: *****@***.com**Dear Customer Support Officer,*I received this replacement pair of Sunoptic glasses last Thursday, but it too is badly chipped and cannot be used as reading glasses. The largest chip is nearly *cm across, and up to half the thickness of the lens. When I tried to report this to you, or Sunoptic, it was impossible: every attempt just generated the message that 'this item is not eligible for return'. Please tell me what I can do to obtain a pair of these glasses that is not chipped? I can provide photos to show the damage, and I could return the * faulty pairs to you, if needed.*You used to have a very helpful 'Chat' facility to enable communication with Customer Services, but I could not find this after several hours of searching - is this still available?*I look forward to your reply.*Yours faithfully,*Zo* Gaffen.*****From: *****@***.com ******@***.com**Sent: ** May **** **:***To: Gaffen, Zoe ******@***.com**Subject: Your Amazon.co.uk order (****-*******-*******) * *Hello,**Please be advised that we have a revised delivery date for the items you ordered on May ** **** (Order ****-*******-*******). * * "Sunoptic OR**B Blue Reading Glasses - Strength **.** Incl. Case"* Estimated arrival date: May ** ****
I could not find their 'chat' service to relate the problem, nor could I find who to e-mail to resolve this problem.
I would like a pair of these Blue Synoptic **.* reading glasses that are not chipped.
I have been a customer for more than ** years
I tried e-mailing Customer Services, but only had their despatch department.
How GetHuman4925646 fixed the problem
Her Human pointed me to the place, on the Amazon website, to look for the 'Amazon Helpline Chat', after which I was able to communicate with their Customer Serviices. IAmazon were then very courteous in helping to resolve my issue. Unfortunately, they had now sold out of these reading glasses, so I had to make do with a full refund instead.
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Amazon

Amazon Return*Refund
Return an Order issue
Reported by GetHuman4925646
Jun 8th, 2020 - 4 months ago
Fixed
GetHuman4925646 shared how to fix
Seen by 9 customers so far
Similar issue to 77546 others
0 customers following this
Items needed
Email address on the account
Order number
Name on the account
Billing address

Timeline

GetHuman4925646 started working on this issue
Jun 8th 1:52pm
GetHuman4925646 confirmed the issue is fixed. Hooray!
Jun 8th 10:24pm
GetHuman4925646 confirmed the issue is fixed. Hooray!
Jun 9th 5:56am
GetHuman4925646 confirmed the issue is fixed. Hooray!
Jun 10th 6:24am

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