help me get it right please - dsr refund

mumto2loves

Hi

I'm not at all good at things like this but I like reading this section of mse so have read about it in the past and would like some help to make sure I do things right the first time.

I ordered some hair straighteners on sunday, the website says dispatch within 2 days and then these straighteners sent next day. (so I was expecting them today / tomorrow)
Logged in to my account and it says estimated dispatch date 22/12.:(
I emailed them to check it wasnt an error and infact they were on the way but they have replied saying

Thanks for choosing Beautysleuth

Your item is on special order for you with our supplier, however at this time they are not able to give me a date when this will be back in stock.

Our buyers will continue to try and obtain this for you and no payment will be taken until your order is sent out.

You can check the status of your order by logging into your account and following the prompts at anytime.

Once your order has been sent, you will receive an e-mail to tell you that it is on its way.

I am really sorry that this is delayed, and thank you for your patience.

Thanks again for getting in touch


I don't want to wait, I want them now (- stamps foot in a strop)
I paid by paypal and when I log in I can't open a dispute / request a refund because the payment is still pending.

What do I need to do to get the order cancelled and my money back asap so I can order them from somewhere else? - I don't want to wait until they are delivered then return because realistically that could drag into late january with christmas closing etc.

I believe i'm correct in saying under the DSR 'thing' I can cancel now?

tia

Hintza

Just email them or call them and ask to cancel because you weren't expecting a delay. No need to say anymore at this stage. If it was me I would call them and then confirm the phone call via email.

neilmcl

Also bear in mind they can take upto 30 days to refund you.

unholyangel

If you paid by BACS (and not funded through credit/debit card) you can also cancel the direct debit with your bank. Bearing in mind that you would have to set it up again to use paypal.

Alternatively, call paypal and ask if they can cancel the payment.

Email the retailer and cancel first, that way if paypal ask for proof you have cancelled, you can forward it to them.

And yes you are correct, under DSR's you can cancel an order and receive a full refund. You can even refuse delivery and they cannot treat it as breach of contract.

However as above, if your bank/paypal dont let you cancel, you may be waiting a while to obtain a refund.

Hintza

The OP hasn't even asked them yet, if the OP goes in like a bull in the china shop it will just take longer.

mumto2loves

thanks for the advice - will update when they get back to me

arcon5

If you use paypal alot, i'd strongly recommend you do NOT cancel the DD paypal will have for your account. All this will do is put your account into a negative balance until the retailer has refunded. If PayPal see you as a high risk they may restrict or suspend your account.

That and the fact under DSRs allow the retailer 30 days to refund would be a major overreaction!!!

unholyangel

arcon5 wrote: »

If you use paypal alot, i'd strongly recommend you do NOT cancel the DD paypal will have for your account. All this will do is put your account into a negative balance until the retailer has refunded. If PayPal see you as a high risk they may restrict or suspend your account.

That and the fact under DSRs allow the retailer 30 days to refund would be a major overreaction!!!

Never happened with mine. It was actually paypal who suggested this to me. The payment is pending. Its not confirmed. Technically at present no money is owed to either paypal or the merchant and no money has been paid to the merchant (otherwise it would be listed as complete).

You would only run into trouble if you had a card as a back up funding source, as once you cancel the DD and the DD payment fails, paypal would then automatically try to take the money from your back up funding source.......and when you have your account set up like that (BACS as primary and card as back up), it isnt affected by the days waiting for it to clear, it will process immediately.

Plus, OP has been advised to speak to both the retailer and paypal first. Hardly likely to overreact.