I had similar with Amazon - returned item was lost, and I was told that I would receive the return when they get the item back. Difference being that it only to

I had similar with Amazon - returned item was lost, and I was told that I would receive the return when they get the item back. Difference being that it only took one more email, saying that you have proof of postage/tracking number, to get a return and a £10 gift card as an apology. Not sure why that was was different to begin with though - most returns they process as soon as the item is shipped (i.e. before they get it back).