AMEX Return Protection: Did They Make You Return The Item?

[HoKo]

I was just asked to provide a photo for each of my last four return requests. One asked to include as well a photo of the serial number.

I’ve never encountered that. Were the claims already approved or no?

Also how much RP have you done this year and last year?

[FlyingBoat]

I’ve never encountered that. Were the claims already approved or no?

Also how much RP have you done this year and last year?

Claims were not approved.

I have done a lot last year and this. Several cards.

[Dan]

[By the way, I got locked out of my other account. If a moderator is reading this, can you DM me and help me get back into it, because I'm not receiving an e-mail to help me reset the password when I request one.]

https://forums.dansdeals.com/index.php?topic=134228.msg2749564#msg2749564

[HoKo]

Claims were not approved.

I have done a lot last year and this. Several cards.

Gotcha. Please keep us posted on the outcome once amex reviews the photos. Were there any other signs leading up to this that they were paying more attention to you?

[jl75]

I was just asked to provide a photo for each of my last four return requests. One asked to include as well a photo of the serial number.
No problem, I can provide these.

Very strange, have never been asked for this before.

Anyone else ever been asked for this?

Looks like they are getting a lot more stringent with me.

Do you mean that each time you submitted each individual claim, they asked for a photo, or do you mean that during your most recent claim, they came back and asked for photos not just for that one but also for the prior three items claimed? What general category of merchandise did those four items belong to? I've been asked a couple times (in previous years) for a letter stating that I didn't already return the item, but never for a photos. Were those four claims all within a short period of time? Hopefully you didn't have any further problems and got all four claims  approved after submitting the photos.

[HoKo]

Do you mean that each time you submitted each individual claim, they asked for a photo, or do you mean that during your most recent claim, they came back and asked for photos not just for that one but also for the prior three items claimed? What general category of merchandise did those four items belong to? I've been asked a couple times (in previous years) for a letter stating that I didn't already return the item, but never for a photos. Were those four claims all within a short period of time? Hopefully you didn't have any further problems and got all four claims  approved after submitting the photos.

With regards to that letter that you mentioned, were they asking you to write the letter and sign it? Or was this a letter that needed to be provided by the retailer?

[FlyingBoat]

Do you mean that each time you submitted each individual claim, they asked for a photo, or do you mean that during your most recent claim, they came back and asked for photos not just for that one but also for the prior three items claimed? What general category of merchandise did those four items belong to? I've been asked a couple times (in previous years) for a letter stating that I didn't already return the item, but never for a photos. Were those four claims all within a short period of time? Hopefully you didn't have any further problems and got all four claims  approved after submitting the photos.

I submitted 4 claims the same day, and received all 4 requests for photos a couple of days later, today.

Two of the items were shoes. The only other time I had a problem with Amex in the past was over shoes as well, if that means anything. The other two items were electronics.

The issue in the past, which I wrote about here as well, was when for that shoe item Amex contacted the retailer, New Balance, and had them agree to let me return them, which was after their return policy.

[LoLo]

The issue in the past, which I wrote about here as well, was when for that shoe item Amex contacted the retailer, New Balance, and had them agree to let me return them, which was after their return policy.

Whoa

[jl75]

With regards to that letter that you mentioned, were they asking you to write the letter and sign it? Or was this a letter that needed to be provided by the retailer?

This is what they wrote (minus the specific details).

"Thank you for submitting your Return Protection claim. In order to continue processing your claim, we need you to provide Proof of Loss documentation as described below.
"What documentation do we need from you?
"Please submit supporting documentation showing item did not received credits nor return to merchant, credit is for $___.__ on __/__/20__ (return window closed)."

This was back in 2021. I wrote to the store and asked them to write a letter saying that I didn't return or exchange the item, and that I didn't receive a refund for any part of the money I spent, and that's what I submitted, and it got approved within a week, from what I remember. The owner of the store e-mailed me the letter, so no, it wasn't physically signed, but it had his e-mail address and phone number if they wanted to contact him to check whether it was really from him. I was suspecting that they'd contact him and try to talk him into allowing the return, but I've never had them do that in six or seven years that I've been using Return Protection, FWIW.

[jl75]

I submitted 4 claims the same day, and received all 4 requests for photos a couple of days later, today.

Two of the items were shoes. The only other time I had a problem with Amex in the past was over shoes as well, if that means anything. The other two items were electronics.

The issue in the past, which I wrote about here as well, was when for that shoe item Amex contacted the retailer, New Balance, and had them agree to let me return them, which was after their return policy.

Interesting. I, too, would like to hear what happens with this. FWIW, I've only tried claiming shoes one time, and I had no issues getting it approved, but those were from a Walmart-type store, not from the manufacturer. I kind of wonder if submitting four claims at one time might have triggered something. I've only ever done two at one time, and I was reluctant to do even that, since I didn't want them seeing back-to-back claims. Has anyone else here ever submitted three or four claims at one time?

[sds1493]

Whoa

Why the surprise? It sounds like a win win, customer wants to return and the store is willing to accept it.

[Yikes2179]

Interesting. I, too, would like to hear what happens with this. FWIW, I've only tried claiming shoes one time, and I had no issues getting it approved, but those were from a Walmart-type store, not from the manufacturer. I kind of wonder if submitting four claims at one time might have triggered something. I've only ever done two at one time, and I was reluctant to do even that, since I didn't want them seeing back-to-back claims. Has anyone else here ever submitted three or four claims at one time?

I've submitted claims with 8-10 items on it. Mine are mostly Amazon so when I submit the receipt I use the order details and circle where it says returns ended on...

[Mr Green]

Which is the cheapest card with Return Protection? Does only the platinum have it?

What about the return protections of other banks like chase? Is it same easy to claim and get the money as Amex?

[Mr Green]

If the claim gets approved, then yes they would just give you $300 since that is the maximum

And they can ask back the item also? Or since they are only paying partial amount the item has to stay with me?

[jl75]

I've submitted claims with 8-10 items on it. Mine are mostly Amazon so when I submit the receipt I use the order details and circle where it says returns ended on...

The only time I ever tried their option of including more than one item on a claim was four or five years ago, and they basically split it into two claims anyways, sending me two separate sets of documents to fill out, and approved them at separate times. Has that been your experience with your multi-item claims, too? You're right, though, that it's a lot easier for claims for items from Amazon and eBay where it automatically shows the date that the "return window" closed, and I wouldn't think that the claims adjusters would want to be on the phone all day long with Amazon and eBay call center agents who have zero authority to override the official return policy.

[jl75]

I’ve never encountered that. Were the claims already approved or no?

Also how much RP have you done this year and last year?

While we're talking about strange flukes from the Return Protection folks...I wonder if anyone has ever had this happen. About two weeks ago, I submitted a claim, and a few days later, I got no fewer than three e-mails from AmEx Assurance Company, one with the usual forms to fill out and the request for the receipt, a second e-mail with the documents again and the cover letter that they usually send out when you've let 30 days pass without submitting the documents they requested, and a 3rd e-mail telling me that they've closed my claim due to not having received the requested documentation from me. Those three e-mails usually get sent over a 60-day period, as I've once or twice taken a long time to get around to submitting the documentation, so they remind you after 30 days, and then at the 60-day mark, they provisionally close your claim but will still allow you to submit the documentation and they'll still approve it in a timely manner if you do. But this was all within a couple of hours, 60 days'  worth of Return Protection notifications came into my inbox. I've had a couple other odd things happen over the years that made me think that someone wasn't paying attention to what they were doing (like one that specifically asked me to send the "receipt from Best Buy" for an item that I did NOT buy from Best Buy!), but this one takes the cake. I wonder if anyone else has had this happen, or if I was just unlucky that day? To be fair, though, I submitted the documentation and they approved it within 48 hours, so all's well that ends well.

[Yikes2179]

The only time I ever tried their option of including more than one item on a claim was four or five years ago, and they basically split it into two claims anyways, sending me two separate sets of documents to fill out, and approved them at separate times. Has that been your experience with your multi-item claims, too? You're right, though, that it's a lot easier for claims for items from Amazon and eBay where it automatically shows the date that the "return window" closed, and I wouldn't think that the claims adjusters would want to be on the phone all day long with Amazon and eBay call center agents who have zero authority to override the official return policy.

I've done this many times and it was never split into multiple claims

[jl75]

I've done this many times and it was never split into multiple claims

Interesting. When you file these multi-item claims, are all of the items on the same receipt (that is, on the same Amazon order, for example)? And does the total of your multi-item claim ever go over $300 (for example, could you get fully reimbursed for a $150 item, a $275 item, and a $95 item all on a single multi-item claim)? Thanks again for the info!

[Spoon]

While we're talking about strange flukes from the Return Protection folks...I wonder if anyone has ever had this happen. About two weeks ago, I submitted a claim, and a few days later, I got no fewer than three e-mails from AmEx Assurance Company, one with the usual forms to fill out and the request for the receipt, a second e-mail with the documents again and the cover letter that they usually send out when you've let 30 days pass without submitting the documents they requested, and a 3rd e-mail telling me that they've closed my claim due to not having received the requested documentation from me. Those three e-mails usually get sent over a 60-day period, as I've once or twice taken a long time to get around to submitting the documentation, so they remind you after 30 days, and then at the 60-day mark, they provisionally close your claim but will still allow you to submit the documentation and they'll still approve it in a timely manner if you do. But this was all within a couple of hours, 60 days'  worth of Return Protection notifications came into my inbox. I've had a couple other odd things happen over the years that made me think that someone wasn't paying attention to what they were doing (like one that specifically asked me to send the "receipt from Best Buy" for an item that I did NOT buy from Best Buy!), but this one takes the cake. I wonder if anyone else has had this happen, or if I was just unlucky that day? To be fair, though, I submitted the documentation and they approved it within 48 hours, so all's well that ends well.

This happened to me for the first time a couple of weeks ago

[Yikes2179]

Interesting. When you file these multi-item claims, are all of the items on the same receipt (that is, on the same Amazon order, for example)? And does the total of your multi-item claim ever go over $300 (for example, could you get fully reimbursed for a $150 item, a $275 item, and a $95 item all on a single multi-item claim)? Thanks again for the info!

Usually multiple orders/receipts. $300 limit is per item - so yes you get reimbursement for each item