RANT:Why are refunds not allowed to match when...

splot_2

The contract is between the OP and the seller of the goods, not the CC company.

I'm not sure that statement is correct. Isn't the contract between the seller and CC company, and then CC Company and you? In that way that is why you can do a chargeback via the CC company.

Dave_C_2

The question is who made the mistake? The original post is not that clear.

If the CC company made the mistake then I would expect 100% refund.

If a third party made the mistake then I suppose the CC company can use the exchange rate excuse.
If it were me I would consider shopping elsewhere, unless a gratuity was forthcoming.

Dave

meer53

splot wrote: »

The contract is between the OP and the seller of the goods, not the CC company.

I'm not sure that statement is correct. Isn't the contract between the seller and CC company, and then CC Company and you? In that way that is why you can do a chargeback via the CC company.

When you buy goods, your contract is always with the person or company you're buying them from. The OP's contract is with the seller of the goods, the issuer of the card and the seller are jointly and severally liable under the CCA. When a CC issuer actions a chargeback, this is done via Visa Regulations and is competely separate from the CCA. I f the chargeback is unsuccessful (and a Credit Card is used, not a Debit card) then a claim under Section 75 of the CCA may be considered.

johnnyboyrebel

bap98189 wrote: »

We get this all the time, it's fairly common. It happens because the credit card company use a different exchange rate for the two transactions. There is nothing the retailer can do about it because they have essentially refunded the entire transaction and it's not their fault the bank use different rates.

If you do a chargeback it will be successful, but it will land the retailer with a £20 or so charge from their bank for the chargeback. That seems unfair, but it's just one of the risks of accepting credit card transactions.

Not true, if a payment was taken from one of our customers in error as the OP has said (although as with any online marketplace or site it is not something that can happen in general) then we would refund at the "going rate" so the refund would be based on the current rate. At the end of the day if it is an error on our part then we will take the loss (if there is one) as it's not the customers fault. All depends what the "mistake" is. For a returned item we wouldn't do this.

@OP what exactly was the mistake as I would have thought my explanation would have been the norm for an online retailer as it is the only sensible solution. (not sure if you stated it was online though)

johnnyboyrebel

johnnyboyrebel wrote: »

Not true, if a payment was taken from one of our customers in error as the OP has said (although as with any online marketplace or site it is not something that can happen in general) then we would refund at the "going rate" so the refund would be based on the current rate. At the end of the day if it is an error on our part then we will take the loss (if there is one) as it's not the customers fault. All depends what the "mistake" is. For a returned item we wouldn't do this.

@OP what exactly was the mistake as I would have thought my explanation would have been the norm for an online retailer as it is the only sensible solution. (not sure if you stated it was online though)

After re-reading, it could be that the company in question have a medieval software system. If that is the case all the customer service peeps can do is click "refund", they cannot pick and choose the amount therefore it wouldn't even cross their mind you had been short changed so get in touch with them and they'll probably sort it out there and then. This has nowt to do with the CC company though, just the company that took the extra charge.

Never think that if a company is large it has a decent payment provider or software as some of the biggest have !!!!, my days from working in BT confirmed that!!

ProdigalScouser

purplepardalis wrote: »

It is to do with the forex rate. If they gave you back the same it would make gambling on currency risk free. If the currency didn't go in your favour then you could just ask for a refund. Which of course is not how buying currency works.

There we go, I knew there would be a fiddle you could do if the exchange rate wasn't taken into account.

To be honest, all this is like buying money to go on holiday with. If you come back with some, there's a chance it won't be worth as much as it was when you bought it.