RESOLVED- Bit annoyed now-Sainsburys-didnt get my cashback at the till..............

anamenottaken

If you shop at Sainsbury's and have a nectar card, they could add 2000 nectar points.

Storck

To do a refund, onto a card, of any type at Tesco the card needs to be there and the PIN needs to be entered. It will be different if it was a shop that took telephone orders as their system will be set up to take "customer not present" transactions.

As others have said ask them to send you a gift card if you can not get there.

geordie_joe

Storck wrote: »

To do a refund, onto a card, of any type at Tesco the card needs to be there and the PIN needs to be entered.

So how come the card, the card holder and the pin doesn't need to be there when you you buy stuff?

I can sit here, in my own home and buy stuff from Tesco with my card. I don't need to be in the store, nor does my card.

Storck wrote: »

It will be different if it was a shop that took telephone orders as their system will be set up to take "customer not present" transactions.

And Tesco isn't set up to take "customer not present" transactions ONLINE SHOPPING

Storck wrote: »

As others have said ask them to send you a gift card if you can not get there.

But if they send you a gift card they ARE NOT refunding your card, they are making a payment. If they do that their till will be £10 out, and somewhere they will have given a gift card and not received any money for it, how do the reconcile that?

And if they can reconcile that, why can't they just pay £10 back to your card? There's a difference between cancelling/refunding a transaction and simply paying a card money.

I've said it before, and I'll say it again, they don't know what to do because nobody has ever asked for a refund on cash back, and nobody ever thought any body would.

Storck

geordie joe - The card does need to be there to buy things IN Tesco. As you said you buy things from Tesco, not in Tesco.

Second point, see first. You do need your card to buy things IN Tesco. :eek:

Third point, they can send a card because their tills will balance. They have your £10 note, they sell a £10 gift card and use your £10 note to pay for it. They can not reconcile it by doing a refund onto your card as you are not present, see previous points for reasons.

You are correct there is a difference between cancelling a transaction and paying money/refunding money on your card. They can cancel a transaction totally even without your card been there but not in part, ie refunding the cash back.

You have said it a number of times but I don't think it is a case that there is a way to do it but they don't know how, it is just that with chip and pin there is no way of refunding without the card unless the system, in this case the tills, are not set up to accept transactions without card present.

geordie_joe

Storck wrote: »

geordie joe - The card does need to be there to buy things IN Tesco. As you said you buy things from Tesco, not in Tesco.

Second point, see first. You do need your card to buy things IN Tesco. :eek:

I was replying to this

Originally Posted by Storck
It will be different if it was a shop that took telephone orders as their system will be set up to take "customer not present" transactions.

Where you imply that the store is not set up for "customer not present" transactions. I believe the store is set up for this.

I also believe that you have it in your head that the only way the OP can get a refund is from the person who served him/her at the till the transaction took place. And you can't see past this. Don't forget the OP is dealing with the duty manager and (possibly) the area manager, won't need to go to the exact till and do the business from there.

Storck wrote: »

They can not reconcile it by doing a refund onto your card as you are not present, see previous points for reasons.

See my previous reasons, the store is set up for "customer not present" transactions.

Storck wrote: »

They can cancel a transaction totally even without your card been there but not in part, ie refunding the cash back.

From the till maybe, but the accounts department can do it. They do it all the time when people shop online and items are paid for but not delivered.

Storck wrote: »

You have said it a number of times but I don't think it is a case that there is a way to do it but they don't know how,

That's what I said,I thought they didn't know what to do because this situation has never happened before and "I bet there is not a procedure for this situation, because nobody ever thought someone would need a refund on cash back."

Storck wrote: »

it is just that with chip and pin there is no way of refunding without the card unless the system, in this case the tills, are not set up to accept transactions without card present.

This is the problem, you keep thinking the refund must be made at the till, when it can be done from the accounts department. In fact, I think it would have to be done by the account department as the till has been cashed up now.

paulwf

When I worked in a small shop this would have been sorted in 5 minutes.

The issue with large stores is they have very rigid security procedures in place which is fine until something like this happens and the lack of flexibility in the system causes an issue.

Doing cardholder not present refunds is a major security issue, there is enough problem within the industry of fraudulent cardholder present refunds. Yes, sadly staff fraud (in collusion with their freinds) is a major issue, although less common than customer fraud the amounts are usually much larger.

Perhaps Sainsburys can only do CNP refunds at management or head office level. The trouble is a mid sized store may only have one person of management grade on duty, tracking them down isn't always easy and there may be several shift changes during the day so messages quickly become lost.

That's a long winded way of saying their lack of refund probably isn't deliberate, just the system is too big to work that well especially when they are this busy before Christmas. Give head office a call and try to get a named contact there who may have a little more time to help.

nettttie

How did you pay for your car?

Idiophreak

nettttie wrote: »

How did you pay for your car?

Just what I was wondering

geminibabe

Thanks for the replies everyone. It seems it is a 'grey area' but this kind of thing must have happened before - surely? I would just like my money back as either some kind of chargeback, cash in the post or store voucher which I will use because I shop at Sainsburys anyway. I have called the Head Office as suggested and they are going to sort it out for me and call me in 15 mins. They said it might be possible for me to collect my money from my local store. Will update after the call.

As for

geordie_joe wrote: »

Sorry but I have to ask this, what road were you on......the M1?

Why didn't you go back to the shop, it was only up the road?

After a long day of shopping with my daughter, and a thousand bags, there was no chance of walking back up the long busy high street full of christmas shoppers with my crying daughter in tow. Have you got kids? Only then maybe would you understand? Driving there wasnt an option as it is on a crossroads and there is a massive taxi rank outside, therefore no where to park and as I dont live there I dont know the area and places to park around that area.

:rudolf::rudolf::rudolf:

geminibabe

Result! They have called back and said that the money will be waiting at the customer services in my local Sainsburys!