I have had worst experience with amazon.in website. Their system failed to recognize the payment method details correctly.
I placed an order on 15th Aug 2019 using GPay UPI. The amount was debited on my GPay app and was successfully credited to amazon's UPI id viz. amazon@apl
However, amazon.in failed to detect this payment and asked me to revise the payment. I revised the payment to credit card and made a repayment hoping my UPI debit will get refunded in few days. My order got partially delivered and so I expected a partial refund for the failed order.
After 5 days, I received an email update from amazon saying that they have refunded my UPI transaction amount partially (as the order delivery was partial). When I followed up with customer service to know fate of my credit card payment, they say that refund on partial order has already been sent to credit card and they do not know anything about UPI transaction.
Now here is the thing, amazon's email is quoting 12 digit UPI txn id in the refund update email. While Amazon team thinks it is credit card refund. I double checked and found out that I indeed received partial refund on my UPI account and not on credit card. Apparently in the process of revising the payment, there is inconsistency in the actual payment method in amazon's database. There is one mind of amazon which thinks that I made payment using UPI as it quotes the same id in email. There is another mind of amazon which thinks the payment is credit card and not UPI.
A simple advise to tech geeks working at amazon, what is the issue in storing all payment attempts by user against an order even if the payment was not confirmed to your system? Its big headache arguing with customer care people if they do not see all the payment attempts.
With all the follow ups and wasting my time for almost a day with Amazon customer service, I still do not know what is fate of my credit card payment and will the refund be initiated or not? They are simply asking me to check with bank. Bank is saying that there was no issue with UPI as well as the credit card payment and therefore it is Amazon which should initiate the refund for the failed payment method.
Bottom line, Amazon may have been the best shopping methods, but when it comes to delivering on time and managing payments and refunds, it sucks big time.