Shiply not refunding deposit

piggylily

Hello

I recently used the company Shiply to find and accept a quote for a courier service. This was my first time using the company. I paid a deposit via Paypal directly to Shiply and then the balance remaining to a courier company. The courier company could not collect my items and so automatically gave me a full refund. I then requested a refund for the deposit from Shiply. I have received an email reply saying the deposit has been refunded as credit to my Shiply account for me to use with my next order. I would not use this company again and do not feel it is right that the deposit is not refunded directly and in full as I have not received any service (no collection/delivery was made through no fault of my own).

I have replied to Shiply to state I request a refund to my Paypal account.

What are my rights please?

Thank you in advance.

piggylily

To update, their terms state: If a Job is cancelled by a Successful Transport Provider AFTER a quote was accepted but BEFORE any work on the Job commenced (a "Cancellation") the user may seek to file a "Cancellation Request" and have the Deposit returned to them either as Credit to use on future Shiply deposit payments or a direct Refund to the funding payment method used. A cancellation request must be filed within 28 days of quote acceptance, requests made after this time will be invalid. If a cancellation request is accepted (see 7.x clauses below), the user can choose to receive either a Credit or Refund and this will be issued in the amount of the Deposit already paid.

shiply

Hi Piggylily,

Oh dear, that doesn't sound right at all. We always issue a cash refund if you ask for one.

Please can you send me a PM here on the forum with your Shiply username or email address and I will escalate this for you right away.

Thanks,
Anne

Shiply Customer Support

barryexit

Hi Piggylily,
Did you manage to get your refund sorted out? I am having a similar problem. This happened before the Governments 'Stay At Home' message! I booked the collection and delivery of a car, accepted a quote and arranged for the transport provider to collect the car for me. When he asked me for the registation, he looked it up and advised me not to buy the car because of an advisory on the MOT. When I asked him to cancel the job and return my deposit, he told me I had to contact Shiply to ask for the refund. Shiply have given me £50 credit, which is no good to me! I don't have any work at the moment, and could do with the money to buy essential supplies.
All the best,
Barry.

shiply

Hi Barry,

As above, we do issue cash refunds, you just need to ask for one.  We default to credit as most people just want to rebook if their delivery is cancelled for whatever reason.  Just ask our support team for a cash refund and it will be actioned right away, no problem at all.

Kind Regards,
Anne
Shiply Customer Support

Marzug2020

Hello,
We would like to get some help, with how to deal with Shiply. We are owed GBP 122 from this company from a deposit payment we made and over the last 3 weeks have sent them dozens of messages. They keep closing the help ticket each time and refusing to refund our money! This has been going on since 3 weeks. This looks like a scam! They told us initially that it will take a maximum of 5 days and after asking them to confirm that the payment has been returned or is in the process of being returned, they stopped to communicate and ignored all further correspondence inkl the request to send us a contact email or number of a supervisor. What can we do in this situation, this is a horrible company. Thank you for your help and advise.

shiply

Hi,
That doesn't sound right, we pride ourselves on fast and helpful customer support. 
Please can you send an email to us: support[at]shiply.com with the subject "MSE Marzug2020" so we can spot it when it comes in and get this resolved for you right away.
Kind Regards,
Anne
Shiply Customer Support

Paschatzes45

Hello,
I also need some help on how to deal with Shiply as I am currently owed 639 GBP. 

I was initially instructed by the Shiply support team to get my money back as Shiply credits but when I told them that I need a cash refund since I did not buy the product in order to transfer they started to act in a weird way.

The 639 GBP was a deposit for a car transport that did not take place since I did not proceed in buying the car (the car was faulty).

Shiply is requesting me to send them a picture of the car using an app that has location attached.

(The car is in the UK, I had an argue with the dealer for not buying the car and I live in Greece... So even if I wanted to cooperate with Shiply hard rules ( which by the way only aim to make it impossible to get your money back),  why would the car trader cooperate?

Shiply has classified my case as a high value deposit one. Which maybe by their own internal rules they are making it impossible to get your money back.

Its still my money they need to return and no service provided.

I am really disappointed by this company and especially with their costumer support tactics.

Paschatzes45

To update, 
I am still having major problems with Shiply costumer support team.  They intend to make it impossible to take your money back. They say that they want to protect their company from fraud but the only fraud victim is the consumer. No service provided and 639 GBP lost. The only way to deal with them would be mastercard or visa Internet fraud departments. Because this is Internet fraud. Can anyone help me with my consumer rights? 

JJ_Egan

You live in Greece .How did you pay ??

Paschatzes45

I paid using Shiply Internet site by debit card. But as a last  resort I intend to declare the payment as not valid through mastercard Internet fraud protection.  Terrible costumer support classic example of Internet fraud. 
They are not refunding because the amount is big... Maybe they are facing big financial problems and they need the money.
The company should be blacklisted avoid them like the plague!