Carphone Warehouse / O2 top-up refund

Money-Saving-King

prowla wrote: »

Well, the bottom line is that shops rely on repeat business and the willingness of customers to buy from them.

If they drive their customers away then they lose that business.

But all places that sell top ups have this policy. You going to boycott all of them?

Money-Saving-King

MamaMoo wrote: »

Again, that's still CPW's issue as they have stupid systems.
Every item sold should be able to be voided or refunded on the till in case, for example, a staff member mishears and prints out a £50 voucher instead of £15, or some other error occurs that is not the customer's fault.

How can it be a stupid system if nowhere else has a system different? It's the only system. You can say well they should make the system then, do you know how much that would cost? If it's a Supermarket you use are you happy for the prices you pay for food to go up to pay for this system for the 1 or 2 odd people who buy one top up then realise they wanted another one?

briankelleher

pmduk wrote: »

You must be going back years. I haven't seen a printed voucher for a long time. What happened years ago may not necessarily apply now.

This thread is about a printed voucher.

Money-Saving-King wrote: »

How can it be a stupid system if nowhere else has a system different? It's the only system. You can say well they should make the system then, do you know how much that would cost? If it's a Supermarket you use are you happy for the prices you pay for food to go up to pay for this system for the 1 or 2 odd people who buy one top up then realise they wanted another one?

O2 told me they can refund a voucher no problem whatsoever, they also said there's no reason CPWH couldn't call O2 to cancel the voucher and then refund back onto my card seeing as voucher/transaction/card details are all on the voucher receipt - O2 employee's exact words - "they can do it no problem, they just don't want to deal with it".

I accept it was my mistake, and that I have no legal right to a refund, but people who are claiming "the system can't do it" are going against (a) the fact that O2 said they can do it, (b) posters here have said they've had refunds and (c) O2, who told me that CPWH could do it if they wanted, they just don't want to.

Money-Saving-King

briankelleher wrote: »

This thread is about a printed voucher.


O2 told me they can refund a voucher no problem whatsoever, they also said there's no reason CPWH couldn't call O2 to cancel the voucher and then refund back onto my card seeing as voucher/transaction/card details are all on the voucher receipt - O2 employee's exact words - "they can do it no problem, they just don't want to deal with it".

I accept it was my mistake, and that I have no legal right to a refund, but people who are claiming "the system can't do it" are going against (a) the fact that O2 said they can do it, (b) posters here have said they've had refunds and (c) O2, who told me that CPWH could do it if they wanted, they just don't want to.

This isn't the case. I've worked somewhere myself once and tried to cancel a top up for a customer. I phoned up the network provider and no one knew what to do or how to process it. I eventually got a response a week later!

Then you've only talked to someone who works for O2, how is this person going to know what CPWH's system can and can't do, he'll just be guessing just because he knows it can be cancelled at their end. It doesn't mean CPWH's system can refund it. Like I said and someone else above, I have never known a system being able to this.

Jakg

briankelleher wrote: »

I accept it was my mistake, and that I have no legal right to a refund, but people who are claiming "the system can't do it" are going against (a) the fact that O2 said they can do it, (b) posters here have said they've had refunds and (c) O2, who told me that CPWH could do it if they wanted, they just don't want to.

I wouldn't trust O2 to know how CPW's system works - they might, but they probably have no idea.

MamaMoo wrote: »

Again, that's still CPW's issue as they have stupid systems.
Every item sold should be able to be voided or refunded on the till in case, for example, a staff member mishears and prints out a £50 voucher instead of £15, or some other error occurs that is not the customer's fault.

I take it you've never worked in such a retailer then... such a situation pretty much never occurs, so it's not worth making such a "polished" process.

I'd imagine when you purchase a top-up voucher it then purchases one from O2, who send the code to CPW who then forward it to the till which prints straight out. To go "the other way" and to cancel the code could have LOTS of implications (Such as how to determine the code is from the right store, that it's not a fraudulent transaction, if it's been used, if it leaves the account in negative, if the data regarding if it's been used is instantaneously live etc).

Disconnections etc are a pain.

briankelleher

Money-Saving-King wrote: »

Like I said and someone else above, I have never known a system being able to this.

And I'm telling you that O2's system can do it. I don't understand how that wasn't clear from the above.

briankelleher

Money-Saving-King wrote: »

This isn't the case. I've worked somewhere myself once and tried to cancel a top up for a customer. I phoned up the network provider and no one knew what to do or how to process it. I eventually got a response a week later!

O2 told me they could cancel the top up with the detail on the voucher if CPWH called them and would be able to refund the transaction. The guys in O2 store told me this, and the people on the customer care phone line told me this.

Seriously, if top ups can be voided in the first 30-45 minutes (as multiple people have pointed out, inluding the guys in the CPWH where I bought the topup) , there's obviously scope to do this an hour later, which it was when i realised my mistake and went back, and any time after. If it can be done, it can be done. Very simple.

MamaMoo_2

Money-Saving-King wrote: »

How can it be a stupid system if nowhere else has a system different? It's the only system. You can say well they should make the system then, do you know how much that would cost? If it's a Supermarket you use are you happy for the prices you pay for food to go up to pay for this system for the 1 or 2 odd people who buy one top up then realise they wanted another one?

Jakg wrote: »

I wouldn't trust O2 to know how CPW's system works - they might, but they probably have no idea.
I take it you've never worked in such a retailer then... such a situation pretty much never occurs, so it's not worth making such a "polished" process.

I'd imagine when you purchase a top-up voucher it then purchases one from O2, who send the code to CPW who then forward it to the till which prints straight out. To go "the other way" and to cancel the code could have LOTS of implications (Such as how to determine the code is from the right store, that it's not a fraudulent transaction, if it's been used, if it leaves the account in negative, if the data regarding if it's been used is instantaneously live etc).

Disconnections etc are a pain.

Clearly not read my previous posts re: working for Sainsbury's, who DO have this system in place, then, eh?

dacouch

I was told when I rang Orange about a problem with a printed voucher a couple of years ago, they advised me the paypoint systems at newsagents etc. Are able to cancel off vouchers within a set period to account for mistakes but mainly for the shop keepers so they can cancel transactions if the customer does not pay etc etc.

They also mentioned that they had a small amount of problems with some shops in certain areas deliberately cancelling vouchers once the customer had left the shop.

MamaMoo_2

Money-Saving-King wrote: »

Yes I did read it, you said fairly quickly! Once a period of time has passed the retailer can't refund it. You said that yourself!

It had to be within 2 hours, so they couldn't bring it back a day or two later as the network would refuse to cancel. As the OP was only half an hour, it could easily have been done. And the issue I picked with CPW is that their systems physically have no way to refund a too up voucher, whereas Sainsbury's do. Thus, meaning that even though the network can cancel the voucher, CPW couldn't do the actual refund process, which is just silly. It would cost next to nothing to implement, the tech guys at head office would just have to poke a few buttons to remove the bar on refunding that item.