Rakuten / Expansys: Cancelling order

Chris842

Hi,

Hope somebody can advise please.

I bought a mobile phone handset on Friday evening, on Rakuten, and the merchant was Expansys. The delivery said 4-6 working days.
(If you don't know, Rakuten are an online marketplace. Rakuten don't sell stuff themselves, they just offer the platform).

I decided I wanted to cancel the order, as I've changed my mind over what phone to get.

This morning, I phoned Expansys to cancel.
They said they can't as its already been shipped.
I said "But on rakuten.co.uk, the status is Awaiting Shipment".
They said "That just hasn't updated yet".
So I asked for the parcel force reference number then, and he said he couldn't give me yet.

I rang back so I'd get another adviser. This one said they can't cancel because it was in the process of being shipped.
I asked, if I just reject the parcel when its delivered, will it go back to you, and then will a refund be made?

They said I should accept the order and then post it back myself. Rejecting the order means it'll take ages for a refund to process.

Its now the end of the day and rakuten.co.uk still says "Awaiting shipment" so I don't believe it has been shipped at all.

I read one of the rules of the distance selling regulations was that companies cannot make it difficult to cancel, and they are certainly doing that!



I'm feeling very nervous about this situation now so is anyone able to advise please? I've read reviews on Expansys and the consensus seems to be their customer service is bad, and that its difficult to return things with them.

Should I accept the parcel, and then send it back like they say? Or should I reject it?

Appreciate any advice. Thanks.

nomoneytoday

I'd accept the parcel, and then send it back separately, as to get some tracking from the courier

wealdroam

Before you do anything else, I would send an email confirming your cancellation request. You are required to inform them of your cancellation in a durable manner.

They are then required to provide the refund within 14 days of receiving that cancellation request, whether of not they have received the returned goods.

daytona0

Good old Rakuten.co.uk. Oh the memories!

They haven't made it difficult to cancel... your contract is with Expansys and they simply shipped it as soon as possible (it would seem). I'd personally call a quick dispatch good customer service, but hey ho!

But in your situation you CAN reject the parcel, but you have no idea where it is going to be. The Rakuten.co.uk employees would advise you on that simply because they can't do much if the seller doesn't confirm receipt of the rejected parcel. If you accept it and return it, you can send it back tracked which is handy to ensure that Expansys receives it.

All in all it is your choice, as you are entitled to a return under CCR but one method of returning MAY cause a lot of hassle...