Part payment with gift card, refund to e giftcard

Lizzogib

First time poster - please let me know if I'm doing it wrong!

Received house of Fraser gift card as a Christmas gift.

Spent card online, bought a range of clothing, paid giftcard+credit card. As with all clothing purchases online, I did not like all items (fit, quality) and sent 2 tops back. Total purchase was still more than the giftcard, but was due a refund.

They have refunded the giftcard portion of my purchase, but I am only able to spend the giftcard online.

This means, I am now trapped in a cycle if spending - unless I manage to choose items that I want to keep all of (which is very unlikely!)

Do I have any rights? I didn't read the refund policy first, I had just made a stupid assumption. Logically this doesn't make sense to me. Does anyone have any experience?

Thanks!

bris

No they always refund to gift card first, this stops people abusing the system by just returning items and getting a cash or card refund, makes sense, no?

bod1467

In future, advise people that you'd prefer these universal gift certificates.

frugal_mike

If you are still within 14 days of delivery of the items you can return all of the items under the Consumer Contracts Regulations which will get you your card portion back too, and then you can purchase the items you want to keep again using the gift card.

That may be more effort than it's worth though.

unholyangel

bris wrote: »

No they always refund to gift card first, this stops people abusing the system by just returning items and getting a cash or card refund, makes sense, no?

If they were only paying by gift card then yes it would make sense not to give them cash refunds.

What they're doing here may make sense from their view - as it puts them in a better position (since if they were to refund the money, the customer could spend it anywhere but by refunding the gift card, they're ensuring extra revenue for themselves). But it doesnt actually serve any benefit to their customers - if anything its the opposite.

esuhl

Under the DSRs you're entitled to a refund. Since you have spent the whole value of the gift card, the refund should be to your credit card.

I'd write to them and demand they refund to your credit card instead.

If they have a problem with it, return everything and ask for your original gift card value and credit card payment to be refunded. Then buy what you actually want with the gift card.

foxtrotoscar_2

esuhl wrote: »

Under the DSRs you're entitled to a refund. Since you have spent the whole value of the gift card, the refund should be to your credit card.

I'd write to them and demand they refund to your credit card instead.

If they have a problem with it, return everything and ask for your original gift card value and credit card payment to be refunded. Then buy what you actually want with the gift card.

DSRs are no longer are in force I believe. I don't think there is any legislation regarding refunds when you pay by two methods.

DD265

Try ringing them, explain that you had some issues with sizing, would it be at all possible for them to cancel that refund and instead re-issue to your card (as the items you kept do exceed the original gift card value), so that you could purchase in store after trying items on?

stugib

I'm still not sure of the OPs question

Is it to do with the format of the refund, or is this what was being asked:

Lizzogib wrote: »

They have refunded the giftcard portion of my purchase, but I am only able to spend the giftcard online.

It sounds like they started with a gift card they could use in store or online, and now have a gift card they can only use online.

wealdroam

stugib wrote: »

It sounds like they started with a gift card they could use in store or online, and now have a gift card they can only use online.

That does appear to be the case, for two reasons.

Once the card is used online, it cannot later be used in store... as explained here:

PLEASE NOTE: once you have scratched off the silver foil, you will NOT be able to use the gift voucher in store. It can then only be used online.

Secondly, any refund will be to eVouchers:

If you paid for part of your order using a Gift Card, you will be refunded in eVouchers to the value originally spent with your Gift Card. Any remaining balance will be refunded to the payment card.

But I believe the OP's 'real' question is "why didn't they refund to the credit card rather than to a eVoucher?"

The answer of course is because they had already told her that they would do that before she used the gift card. The fact that she hadn't read what they had written is not significant.

gibsta

Yes, you're right - I've been having problems getting back in, cause I'm registered under two names apparently. Thanks for the comments.

Yes, the OP was why they can refund giftcard before cash. It seems to me a bit like when credit card companies got told they had to start offsetting payments against the most expensive debt first. I wanted to spend my giftcard and maybe a little more, I have ended up spending my own cash - and if I just spent the remaining giftcard online, I will have to use £6 to pay postage so end up with even less.

I think I have to accept it because I didn't read the policy, but I might try writing a letter and see if I make any progress. They certainly weren't interested in my email!