- Erica Bikman faced a loss when her traded-in phones vanished during shipping.
- Despite Amazon's terms, it resolved the issue by giving her a $330 gift card.
- If you're returning or trading in something for credit, be sure to take pics of the package for proof that you've tried to send it. And always get the tracking number from the shipper.
HEBER CITY — Imagine if the two phones you're trading in for credit get lost in shipping, and then you have to take the loss.
That's the situation Erica Bikman faced when she sent two phones to Amazon.
The process seemed relatively straightforward; Amazon sends her a shipping label, she boxes up the phones and drops them off with the shipper, Amazon inspects the phones and if they look good, she gets a gift card.
"The refund was $330 for two iPhones," Bikman said.
But somehow, her box with the two iPhones in it vanished after the drop off.
"That was the last anyone knew of it," she said of the lost package.
The tracking number confirms the box was delivered, but after that — nothing.
In the months since, Bikman said she's been stuck in this back-and-forth loop between Amazon and the shipper as she tries to claim that credit she feels she is owed.
"I feel like a broken record," she said. "It's this whole repetitive thing."
She said since she followed the instructions while using Amazon's own return label, she shouldn't be out that money.
"It goes towards a few weeks of groceries," she said. "Definitely helps with rent."
Exhausted by the never-ending circle, Bikman called in the KSL Investigators.
Looking into this, we found the responsibility for lost shipments often hinges on the shipment contract the retailer has with the shipper. Generally, retailers assume that risk when they've provided the shipping label.
But in its "Trade-In Terms and Conditions," Amazon makes clear that it does not "assume risk of loss" unless it "receives and accepts such items."
So, that's it, right? Bikman is just out of luck. Not so fast. When we reached out to Amazon, a spokesperson called to tell us it had reached a resolution with her.
Bikman confirmed there was a resolution. She said Amazon sent her a gift card for the full $330 despite the phones never turning up.
"Very frustrated that the process took this long," she said.
Amazon stepped up in this case, though its terms and conditions state it is not responsible. We've found many anecdotes online where it has made shoppers whole after a lost shipment.
If you're returning or trading in something for credit, be sure to take pics of the package for proof that you've tried to send it. And always get the tracking number from the shipper.
