Web purchase not delivered but refusing refund unless I call during office hours

Victorian_house

I made an on-line purchase using my credit card on the 28 June. Due to the carrier they used they could not deliver to me. I asked for a refund but this hasn't been processed. They are now telling me that I need to call them during office hours (which is difficult as I am at work) to give them the card details to process the refund. I have explained that I am not available during office hours. I also feel that it is not secure to be giving out credit card details over the phone.

Anyone know if they can insist on this?

mynameistallulah

Do you not have a lunch break? Giving card information over the phone is fine, certainly safer than sending it by email.

byjimini

Hmm, sounds dodgy to me. I work in online sales, and all I do is pop into Paypal/Sage and refund from there, I've never needed anyone's card details to refund them.

I take it you put your card details into a web form when you ordered? If you did it over the phone then they would be putting it into the terminal manually, in which case I could perfectly understand their request, but otherwise I'm stumped.

Someone else may have better advice, but for me I say get hold of the credit card company.

Victorian_house

byjimini wrote: »

Hmm, sounds dodgy to me. I work in online sales, and all I do is pop into Paypal/Sage and refund from there, I've never needed anyone's card details to refund them.

I take it you put your card details into a web form when you ordered? If you did it over the phone then they would be putting it into the terminal manually, in which case I could perfectly understand their request, but otherwise I'm stumped.

Someone else may have better advice, but for me I say get hold of the credit card company.

Yes it was a secure online form that the card details were input into. I don't give the card details over the phone as the last time I did that my card was then used fraudulently for several other transactions. The CC company did cover it but it was not a great experience.

mynameistallulah

byjimini wrote: »

Hmm, sounds dodgy to me. I work in online sales, and all I do is pop into Paypal/Sage and refund from there, I've never needed anyone's card details to refund them.

I take it you put your card details into a web form when you ordered? If you did it over the phone then they would be putting it into the terminal manually, in which case I could perfectly understand their request, but otherwise I'm stumped.

Someone else may have better advice, but for me I say get hold of the credit card company.

The CC company will be reluctant to intervene as the retailer is not refusing a refund, and they are not being unreasonable in the arrangements to process the refund.

A secure payment screen does not mean that the payment will not be processed manually - I know of a small online retailer who still puts through all their payments in this way.

stephane_2

Victorian_house wrote: »

I made an on-line purchase using my credit card on the 28 July. Due to the carrier they used they could not deliver to me. I asked for a refund but this hasn't been processed. They are now telling me that I need to call them during office hours (which is difficult as I am at work) to give them the card details to process the refund. I have explained that I am not available during office hours. I also feel that it is not secure to be giving out credit card details over the phone.

Anyone know if they can insist on this?

Don't call....just lose your refund! Up to you...

Buzby

Since they already had your credit card details, they surely already know the number? My take on this is that they want to confirm you are actually the cardholder. There is nothing wrong with calling them to confirm this, and if required to give your card number, confirm it BUT don't provide all the digits - leave out the last 4 and certainly not the CVV number on the rear.

thegoodman

Victorian_house wrote: »

I made an on-line purchase using my credit card on the 28 July. Due to the carrier they used they could not deliver to me. I asked for a refund but this hasn't been processed. They are now telling me that I need to call them during office hours (which is difficult as I am at work) to give them the card details to process the refund. I have explained that I am not available during office hours. I also feel that it is not secure to be giving out credit card details over the phone.

Anyone know if they can insist on this?

You have written the post at 4.13pm, you could have used this time to give them a ring.

meer53

Your decision really, no call, no refund.

bengal-stripe

Victorian_house wrote: »

I made an on-line purchase using my credit card on the 28 July.

This is less than a week ago, to be precise three business days (four, if you include today). Isn't it a little early to get panicky?

System

Working at a company that sells online I know that we never store card details for any transaction, it's just a security risk. Most payment processors just allow you to refund from some form of web interface.

We do sometimes take payments using a hand held terminal which requires the card details again to enabled a refund, if we have to do one of those refunds, then the customer has to give us the details again over the phone. They may have a similar problem, just phone them.