Refund..........

emsywoo123

Apologies if this is the wrong board, please move if needed but it might be quite straightforward?

I bought something online that never arrived. They agreed this, and sent a refund. This never arrived on my credit card. They advised I call the card processor as there was nothing they could do.

The card processor confirmed it was sent and should have been in my account on 20/03. I had received a partial refund for part of the order that was out of stock the week before.

I have spoken to each party concerned on the phone and all blame each other (retailer, card processor and credit card)

Obviously I now need to take more decisive action. Which one is responsible for this? :o

Kayalana99

I would imgaine the retailer needs to refund you the rest.

Your card company can't control what money is sent so its nothing to do with them, & you have no control over the card processer so get back onto them and tell them to sort it out or you will be taking action against them.

Sorry I just re read your post and I might have got this wrong are you saying the refund you recieved was another transaction altogether?

So basicly company are saying they have refunded and card processer says it should be on its way (or it should of been in your account on 20/03) ?

As its a credit card sometimes they can be abit funny about how they apper back on your statement.

emsywoo123

Kayalana99 wrote: »

So basicly company are saying they have refunded and card processer says it should be on its way (or it should of been in your account on 20/03) ?

This.

Retailer says they have refunded, card processor says they sent it.........credit card says it has not been received.

I don't know who I should write to or what I should say?

scotnan

Not sure really but I think I would start with the credit card company and ask them to explain to you what exactly they mean by the fact that the retail company has issued a refund and the card processing company has confirmed this yet it has not been processed byt them to appear on your account yet.

Just tell them that you don't understand and you wish a full explanation as to why you have not received it. Ask them what happens between the stages of card processing company sending it and them receiving it.

It's all I can think of.

emsywoo123

scotnan wrote: »

Not sure really but I think I would start with the credit card company and ask them to explain to you what exactly they mean by the fact that the retail company has issued a refund and the card processing company has confirmed this yet it has not been processed byt them to appear on your account yet.

Just tell them that you don't understand and you wish a full explanation as to why you have not received it. Ask them what happens between the stages of card processing company sending it and them receiving it.

It's all I can think of.

Thank you, but when I spoke to them they were simply adamant that it hadn't been sent. Retailer and card processor refusing to do anything as they say they have, credit card saying nothing come in. All basically refusing to do anything else.

scotnan

In that case I would go back to the retailer and tell them that you still do not have your refund and suggest that it's they who need to get back onto the card processor as whatever they've done, the refund has not reached your account.

I had a similar sort of situation where I was debited twice by a retailer for the same amount and they said they didn't request 2 payments and the bank said they wouldn't have paid it out if they hadn't asked for it twice. After I spoke to both parties twice I dug my heels in with the retailer and demanded they sort it out and within 24hours it had been sorted.

I does seem unllikely that the credit card company has the refund and just not given it to you, therefore I'm guessing the fault lies somewhere between the retailer and the card processing company so it's up to both of them to sort it out and make sure you receive your refund. You are the customer - it shouldn't be up to you to have to chase it up with the card processing company.

If all else fails I think the only thing you can do is write to each of them (snail mail, recorded delivery) asking for a full explanation of the transaction and take it from there.

Savvy_Sue

Send a PM to the board guides here and ask for this to be moved to Consumer Rights board, I'm sure they'll sort you out in no time ...