Very.co.uk charges - Resolved

Raxiel

Wife ordered a dress from Very in late April. Was meant to be charged to the credit card but for whatever reason it was charged to the Very account.


Dress arrives, she doesn't like it, and we return it within the 14 days via Collect+
15th May she gets an SMS confirming the return had been processed
18th May she gets another SMS saying 'balance is due' and to 'ignore if you've already made payment'.


The items been returned, so the balance should be £0. Struggling with a new & unwell baby, we assume that's it.


Yesterday she gets an SMS saying there is a small payment she may have forgotten about. Checking the account, when they processed the return, they didn't remove the £3.99 outbound (standard) delivery charge. Because it wasn't paid in May, £0.21 interest was added, bringing the balance to £4.20


We contact their live chat, who immediately cancel the £3.99. When asked about the interest, we were told it would have to be raised as a formal complaint.


We were told a complaint handler would be in touch in the next 3 days. It's possible they'll be perfectly reasonable when they do, but I want to get a better idea of our position first.



We're not concerned about the value of the interest, but we are concerned about my Wife's credit file. My understanding is, removing the £3.99 wasn't a goodwill gesture on their part, they were obliged to do so, and should have done so when processing the return. They could have charged us the return postage, but declined to do so.


Is that correct?
Can they charge interest on money they should have credited back to her account?
Can they place a late payment marker on a debt that shouldn't have existed in the first place?


TIA


Edit: Spoken to Very.
This all came about because for some reason (timing of the order and that months 'statement' I guess) the postage was added to the following month - AFTER the return was processed. Very have cancelled the charge and the interest and assured us that no late payment marker will be placed.