Amazon denied my refund for a $1,900 order after package theft – has anyone experienced something similar?
Hi everyone,
I’m wondering if anyone has been in a similar situation with Amazon and how it turned out.
I placed an Amazon order worth around **€1,653 (about $1,900)**. The delivery required a **One-Time Password (OTP)**.
On the delivery day, the driver called me and asked for the OTP over the phone. At the time, I had no idea that the OTP should only be given during an in-person handover. I genuinely believed he needed it before delivering the package to me.
When I got home later that day, the package was gone.
I reported the incident to Amazon immediately. At Amazon’s request, I filed a police report, and the police officially registered the case.
What I don’t understand is this:
Amazon initially **approved my refund**, and the full refundable amount even appeared in my Amazon account.
Later, that decision was reversed without any explanation.
Part of the **same order** was refunded, while the rest was denied, even though everything was part of the same delivery.
The delivery records are inconsistent. Some items from the same order are marked as **“handed to a household member,”** while others are marked as **“left at the delivery address.”**
Amazon’s own help page states that **packages requiring a One-Time Password cannot be left unattended at the delivery address.**
Despite providing all requested documents, including the police report, Amazon has repeatedly denied my refund with what appears to be the same generic response.
**My questions are:**
Has anyone experienced something similar?
Did anyone manage to get a refund after an initial denial?
Was it worth contacting a lawyer or a consumer protection organization?
Is there anything else I should try before taking legal action?
I’d really appreciate hearing about your experiences or any advice.
Thank you!