Amex Return Protection 退貨保護介紹加實戰一枚

黑五即將到來,大家是不是已經蠢蠢欲動,準備買買買了?我們經常一時衝動,激情購物,剁完手之後才後悔不已。好在很多厚道的商家提供限定時間內的免費退貨服務(例如Amazon Prime有長達30天的退貨窗口),避免接下來的一個月吃土。

即便如此,也有不少商家的退貨窗口非常短,或者是有嚴苛的條件(標牌不能拆等等)。這種情況下信用卡也許能幫你一把,把剁掉的手給接上。今天我沿着前幾日Jimmy的好文AMEX Purchase Protection的思路,和大家分享一下Amex Return Protection的實戰經歷。

免責聲明:本文提供的是基於American Express公開信息和個人經驗的一般性指導,不構成法律意見或建議。Amex信用卡福利由Amex Assurance提供,在獲得所要求的材料後會分析核實相關情況,可能會要求補充材料,如果懷疑事件的真實性有權利拒絕客戶的索賠要求,並可能導致關卡。更為嚴重的是,如果被證明在索賠過程中有欺詐行為,即所謂的「騙保」,屬聯邦重罪(Felony),當事人會被起訴並承擔相應法律責任。

1. 退貨保護定義

Amex官方原文是這麼說的:

If you try to return an eligible item within 90 days from the date of purchase and the merchant won’t take it back, American Express may refund the full purchase price (excluding shipping and handling), up to $300 per item, up to a maximum of $1,000 per calendar year per Card account, if you purchased it entirely with your eligible American Express® Card. Please read important exclusions and restrictions.‡

簡單地說,如果商家不願意接受退貨,那麼你可以在90天內向Amex發起退貨保護申請,如果批准Amex會退給你物品本身+稅的部分,而運費、手續費這些就不退了。每次退貨保護的上限是300美元,每個日曆年的上限是1000美元。

2. 覆蓋範圍

Amex對於退貨保護有幾個明確的要求:

  • 首先你必須用Amex的卡支付物品的全部金額,這意味着不能用gift card,也不能用點數+現金(例如Amazon用MR點數立馬減價),但通過promotion code打折減價則是可以的;
  • 物品必須要在美國(包括波多黎各、維珍群島、關島等海外屬地)境內購買;
  • 必須要先找商家退,商家拒絕之後才能找Amex。實際操作上,如果客觀已經超出退貨期限,那麼直接找Amex退也可以;
  • Amex要求物品在退貨時還能使用,並且沒有明顯使用痕迹(「Items must be in working order, and not be visibly used or worn.」);
  • Return Protection必須在購買物品之日起90天內發起,注意是交易發起的時間,不是交易入賬或者到貨的時間;
  • 有一些特定的產品不在退貨保護範圍之內(見附錄)。

3. 操作流程

你可以通過在線或者打電話兩種方式發起Return Protection的申請,地址/電話號碼為:

考慮到電話客服也就是幫你填表,最好的辦法還是自己在線填。填好之後Amex會向你索取一份包含單個物品價格的收據(itemized receipt),用以確認物品的價格。此外還有可能會要一份信用卡賬單,證明你的確是用Amex信用卡支付了全部金額。

交上去之後理論上就只要等待了,不排除Amex需要進一步的資料,但根據我這次的經驗,如果符合規定,資料齊全,可能直接批准你的請求,把貨款以statement credit的形式退給你。。

4. 實戰一則

我今年三月在John Varvatos買了一條牛仔褲,但到貨的時候正在外地做實驗,回到家一看褲子太小了(呃,在外公款吃喝長胖了?),但此時已經過了退貨期限,於是找Amex退貨。

首先登陸Amex Online Claim Center的網站,有Amex賬戶的話直接點擊右邊的「ENTER CLAIMS CENTER NOW」:

登陸之後你會看到Amex賬戶下所有的信用卡,這裡點擊用來購買物品的卡。例如我是用奔馳白金卡買的,那就得用這張卡來claim,不能點SPG卡:

點進去會看到所有的claim都集中在一起,大家可以看到Purchase Protection也可以在這裡發起,但因為是退貨,所以點Return Protection右邊的「Start a Refund Request」:

點進去之後會看到許多信息,之前我們已經介紹過了。這裡需要填入的是Date of Loss,按照字面翻譯是「物品損失的日期」,但因為我們是退貨,物品並未損毀,所以我填的就是發起Return Protection的日期,然後再點「START YOUR CLAIM」:

進入之後會要求填入個人信息,地址是你的billing address;

之後填寫物品信息,注意最下麵價格部分是含稅價格,不能包括運費。這裡可以填寫多個物品(但不能超過25個),每個物品都需要有各自的描述和價格,通過下面的「ADD ITEM」添加。完成後點「NEXT」:

填好之後下一個環節要求你解釋為什麼要退貨,以及為什麼商家不願意接受退貨:

填完之後你會看到一個review,信息無誤的話就可以提交了!

在提交之後你會收到一串數字(Claim Number),你可以通過這個數字查詢當前claim的進度:

提交之後當天就收到了Amex的確認郵件:

僅僅一天之後我就收到了Amex郵件,向我索要商家的收據,效率真的很高:

通過郵件里的鏈接進入上傳中心,我用了兩個文件(在Adobe Acrobat中合併),第一個是隨褲子到的紙質receipt,第二個是下單之後收到的確認郵件:

提交完之後就是等了,大概三個禮拜(YMMV)的樣子收到Amex的郵件,告知claim已經通過,貨款將以statement credit的形式返還到信用卡上。

由此可見Amex的退貨保護流程是非常簡單和人性化的,我沒有用過其他幾家的退貨保護政策所以不好評價,希望有經歷的讀者朋友分享dp。

結束之前再和大家強調一下騙保是聯邦重罪。好福利可以用,但不要濫用。

最後祝大家即將到來的購物季開心剁手,理性消費。


附錄:不符合Amex退貨保護的物品列表

  • 1. animals and living plants;
  • 2. one-of-a-kind items (including, but not limited to, antiques, artwork, and furs);
  • 3. limited edition items;
  • 4. going-out-of-business sale items;
  • 5. consumable or perishable items with limited life spans (including, but not limited to, food, perfume, light bulbs, and batteries); 這一點值得注意,耗材是不能退的;
  • 6. jewelry (including, but not limited to, loose gems, precious stones, metals, and pearls);
  • 7. watches;
  • 8. services and additional costs (including, but not limited to, installation charges, warranties, shipping, handling or memberships);
  • 9. rare and precious coins;
  • 10. purchased used and/or altered items (including, but not limited to, purchases at auction sites and second-hand stores);
  • 11. custom-built items; 這意味着刻了字的東西就不符合了;
  • 12. compact discs, digital video discs, mini discs, audiotapes, videotapes;
  • 13. computer software;
  • 14. firmware (including, but not limited to, console games, etc.);
  • 15. maps;
  • 16. books, magazines or periodicals of any kind;
  • 17. health care items and /or medical equipment (including, but not limited to, blood pressure machines and diabetes equipment, items or supplies used for maternity care);
  • 18. personal hygiene items (including, but not limited to, all electrical or non-electrical toothbrushes, razors, or any devices (medical or non-medical) that have been personally used and could be considered a health risk to others);
  • 19. formal wear (including, but not limited to, bridal wear, gowns, prom dresses, and tuxedos); 一般的正裝沒問題,這裡說的是特別正式的服裝;
  • 20. tickets of any kind (including, but not limited to, transportation passes or tickets and event tickets); 所以機票不能退;
  • 21. motorized vehicles (including, but not limited to, cars, trucks, motorcycles, boats, and airplanes), their parts and accessories (e.g. car battery) as well as those parts and accessories intended for use with the motorized vehicles (e.g. a trailer or audio or visual components);
  • 22. land, buildings and fixtures (including but not limited to, central air conditioner, built-in kitchen appliance and water heater);
  • 23. firearms;
  • 24. ammunition;
  • 25. negotiable instruments (including, but not limited to, promissory notes, stamps, and travelers checks);
  • 26. cash and its equivalent (including, but not limited to, gift cards and gift certificates); GC不能退;
  • 27. items permanently affixed to home, office, vehicles, etc. (including, but not limited to, garage door openers and car alarms);
  • 28. seasonal items (including but not limited to holiday decorations and costumes).

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