Tried to return an item with receipt - no luck

Anna1213

Hello Everyone,

One week ago I bought an item (sweater) from Jeff Banks store.
Today I tried to return it.

I gave them back the item and the receipt.
They asked me for a card receipt which I have never received from them.

They said they can't accept the return. They asked me for my bank statement. They said they must confirm card number. How they can confirm card number from my bank statement? My bank statement doesn't shows card number.

Do I have to give them my bank statement if I have the receipt? Receipt shows store details, date, purchased item, price but no card details.

Thanks for you help.

marliepanda

Anna1213 wrote: »

Hello Everyone,

One week ago I bought an item (sweater) from Jeff Banks store.
Today I tried to return it.

I gave them back the item and the receipt.
They asked me for a card receipt which I have never received from them.

They said they can't accept the return. They asked me for my bank statement. They said they must confirm card number. How they can confirm card number from my bank statement? My bank statement doesn't shows card number.

Do I have to give them my bank statement if I have the receipt? Receipt shows store details, date, purchased item, price but no card details.

Thanks for you help.

What is their returns policy? I am assuming they have to return to the payment method used and they cannot ascertain that.

marcarm

If you are returning as you have changed your mind, then as you have no legal right to do so the store can place whatever requests on you they choose to, so if they want a card receipt then that is what you must give them.

Although I will say I haven't received a separate card receipt for ages, as it is all on the normal till receipt.

What is the reason for return as things might be different if the item is faulty?

Anna1213

Sorry, my mistake. It's Suit Direct. Not Jeff Banks. They sell Jeff Banks clothes.

Return reason - just changed my mind. Item unused, with all labels. They said they will accept the return if I show them bank statement.

Return policy from their website:
"We want you to be happy with your order but if you would like to return an item or items, for whatever reason, you may do so. You have 28 days from receipt of your order to return any items as long as they are unworn, unsoiled and in a salable condition with all labels still attached."

On the receipt there is only short information: "28 days refund & exchange policy"

Today, when I was in the store there was another customer before me. I'm almost sure he also received only 1 receipt. I'm 100% sure I received only 1 receipt. I think they always give 1 receipt and when you want to return the item they ask you for something they never gave to you. Is this allowed by law?

I think I should go there again next week. Buy something and check how many receipts they will give me. If 1 receipt only - I will return the item 5 seconds later. After that I will return the item I bought week ago. And they will have no right to ask me for card receipt if they never gave it to me. Am I right?

If this is true I think it should be reported somewhere ...

marliepanda

Anna1213 wrote: »

Sorry, my mistake. It's Suit Direct. Not Jeff Banks. They sell Jeff Banks clothes.

Return reason - just changed my mind. Item unused, with all labels. They said they will accept the return if I show them bank statement.

Return policy from their website:
"We want you to be happy with your order but if you would like to return an item or items, for whatever reason, you may do so. You have 28 days from receipt of your order to return any items as long as they are unworn, unsoiled and in a salable condition with all labels still attached."

On the receipt there is only short information: "28 days refund & exchange policy"

Today, when I was in the store there was another customer before me. I'm almost sure he also received only 1 receipt. I'm 100% sure I received only 1 receipt. I think they always give 1 receipt and when you want to return the item they ask you for something they never gave to you. Is this allowed by law?

I think I should go there again next week. Buy something and check how many receipts they will give me. If 1 receipt only - I will return the item 5 seconds later. After that I will return the item I bought week ago. And they will have no right to ask me for card receipt if they never gave it to me. Am I right?

If this is true I think it should be reported somewhere ...

Surely it’s just easier to show them a bank statement with things blanked out than to start playing amateur detective, as if they are ‘reported’ they may just remove the return policy entirely, as is their right.

eddddy

Anna1213 wrote: »

Return policy from their website:
"We want you to be happy with your order but if you would like to return an item or items, for whatever reason, you may do so. You have 28 days from receipt of your order to return any items as long as they are unworn, unsoiled and in a salable condition with all labels still attached."

That sounds like their returns policy for online purchases.

Their returns policy for in-store purchases can be different.

Anna1213 wrote: »

They asked me for my bank statement. They said they must confirm card number. How they can confirm card number from my bank statement? My bank statement doesn't shows card number.

Your debit card will show your bank account number, and your bank statement will also show your bank account number - so they can match them up.


They are doing these checks to stop you using them as a 'mule' to obtain cheap cash advances.

e.g.

1. ) You buy a suit for £150 on your credit card
2. ) You return it and ask for the £150 to be refunded via your debit card (into your bank account)

... i.e. You didn't really want a suit, just 'used' them to get £150 from your credit card into your bank account (and they had to pay a fee for accepting your credit card).


Also, they could be breaking the T&Cs of their merchant account, if they refunded to a different card. For example:

Barclaycard Merchant terms and conditions

3.13 Refunds
Any refund must be made on the same card or account as was used for the original payment. You must not make a refund with cash if the original purchase was made using a card or account.

Link: https://www.barclaycard.co.uk/content/dam/barclaycard/documents/business/help-and-support/merchant-terms-nov-17,0.pdf

Les79

eddddy wrote: »

That sounds like their returns policy for online purchases.

Their returns policy for in-store purchases can be different.



Your debit card will show your bank account number, and your bank statement will also show your bank account number - so they can match them up.


They are doing these checks to stop you using them as a 'mule' to obtain cheap cash advances.

e.g.

1. ) You buy a suit for £150 on your credit card
2. ) You return it and ask for the £150 to be refunded via your debit card (into your bank account)

... i.e. You didn't really want a suit, just 'used' them to get £150 from your credit card into your bank account (and they had to pay a fee for accepting your credit card).


Also, they could be breaking the T&Cs of their merchant account, if they refunded to a different card. For example:

Could also be a thief...

Pinch a jumper from the store, find a discarded receipt for the same item and then try to re-claim the money.

Not to suggest that OP has stolen, but you never know.

Ultimately, though, we are speculating and it will boil down to the returns policy. If OP has no legal recourse then it is either comply or keep the item.

Fosterdog

A receipt without a payment method sounds more like a gift receipt, it's quite common to be given two receipts if you request a gift receipt, one for the purchaser and one for the receiver of the gift, the latter usually omits the payment details and sometimes the price too.

evoke

How did you pay for the item? Was it with one of your credit cards? Did you insert your credit card into a card machine with a printable receipt on it? Some card machines are linked to till, others have their own roll of paper so you end up with two receipts (a card machine receipt and a till receipt).

You should just log on the the credit card website and print off your recent transactions page. The payment for the sweater should be a line item on those recent transactions. Take the printed page, along with the credit card you used and the till receipt, for a refund.

p00hsticks

eddddy wrote: »

Your debit card will show your bank account number, and your bank statement will also show your bank account number - so they can match them up.

Not all debit cards have the associated bank account number on them - (for example, those issued by Nat West)

hollydays

Les79 wrote: »

Could also be a thief...

Pinch a jumper from the store, find a discarded receipt for the same item and then try to re-claim the money.

Not to suggest that OP has stolen, but you never know.

Ultimately, though, we are speculating and it will boil down to the returns policy. If OP has no legal recourse then it is either comply or keep the item.

I think it would be the other way round. Find the receipt then steal the matching item..
Hardly to fair to infer the op would do this though..

What the op could do is get an exchange with no problem, or as already said ,just show them the receipt.