Refund onto voucher before credit card

matty_art

Hi all,

I had a very generous voucher for £100 from my auntie for GANT.

I spent the voucher in two goes - in the second purchase I spent £60 on voucher and £31.80 on my credit card.  I then returned one item costing £38.25 for a refund.

Every other time I’ve used a voucher and card mixed payment and got a refund, the retailer has refunded to the card first.  However GANT decided to refund to the gift card first, putting the whole £38.25 back onto gift card! I noticed they also did this when I exchanged an item from the first order (that time for £5)

As such, I’ve now spent £113.25 with GANT using a £100 gift card and still have £38.25 on a gift card to spend!

This feels totally wrong to me from a principle perspective but are there any consumer rights that can help me?  It’s really quite bizarre...

pinkshoes

Where did the £113.25 come from??

You spent £91.80 of which £60 was voucher and the rest card.

You returned an item worth £38.25 and have a gift card with £38.25 on, so have not lost anything.

It is normal to refund to the gift card first. I don’t know any stores that don’t do this.

KatrinaWaves

You currently have items from Gant totally £93.55 and a gift card for £38.25. You have not 'lost' anything.

You seem annoyed that you have £38.25 on a gift card as opposed to £6.45 on a GC and £31.80 back as cash, but thats not their problem. They can choose to refund back to GC first, otherwise you are getting a cash refund on a gift card.

matty_art

pinkshoes said:

Where did the £113.25 come from??

You spent £91.80 of which £60 was voucher and the rest card.

You returned an item worth £38.25 and have a gift card with £38.25 on, so have not lost anything.

It is normal to refund to the gift card first. I don’t know any stores that don’t do this.

The £113.25 came from the aggregate of the first purchases and second purchases I made with them after refunds.  I didn’t bother putting all the details of the first transaction in the post. 

The store is quite expensive and the refund onto a gift card seems to be a ruse to increase purchases - I’ve already spent the full gift card value but I need to spend more.  Every time I’ve bought with partial gift card partial cash in the past, I’ve had a refund first into the card - Debenhams, John Lewis, Amazon just off the top of my head - I believed it was common practice.  I guess there is no consumer right to a refund so no consumer right to how this is paid (the T&Cs are unclear on this) so my tough luck I suppose.

pinkshoes

matty_art said:

pinkshoes said:

Where did the £113.25 come from??

You spent £91.80 of which £60 was voucher and the rest card.

You returned an item worth £38.25 and have a gift card with £38.25 on, so have not lost anything.

It is normal to refund to the gift card first. I don’t know any stores that don’t do this.

The £113.25 came from the aggregate of the first purchases and second purchases I made with them after refunds.  I didn’t bother putting all the details of the first transaction in the post. 

The store is quite expensive and the refund onto a gift card seems to be a ruse to increase purchases - I’ve already spent the full gift card value but I need to spend more.  Every time I’ve bought with partial gift card partial cash in the past, I’ve had a refund first into the card - Debenhams, John Lewis, Amazon just off the top of my head - I believed it was common practice.  I guess there is no consumer right to a refund so no consumer right to how this is paid (the T&Cs are unclear on this) so my tough luck I suppose.

Could you not therefore return ALL items then repurchase the ones you want using the gift voucher, then the rest on card?

matty_art

pinkshoes said:

matty_art said:

pinkshoes said:

Where did the £113.25 come from??

You spent £91.80 of which £60 was voucher and the rest card.

You returned an item worth £38.25 and have a gift card with £38.25 on, so have not lost anything.

It is normal to refund to the gift card first. I don’t know any stores that don’t do this.

The £113.25 came from the aggregate of the first purchases and second purchases I made with them after refunds.  I didn’t bother putting all the details of the first transaction in the post. 

The store is quite expensive and the refund onto a gift card seems to be a ruse to increase purchases - I’ve already spent the full gift card value but I need to spend more.  Every time I’ve bought with partial gift card partial cash in the past, I’ve had a refund first into the card - Debenhams, John Lewis, Amazon just off the top of my head - I believed it was common practice.  I guess there is no consumer right to a refund so no consumer right to how this is paid (the T&Cs are unclear on this) so my tough luck I suppose.

Could you not therefore return ALL items then repurchase the ones you want using the gift voucher, then the rest on card?

Good point, I could have if I’d known about the rule upfront and I would have done that, as ridiculous as it would have been to generate extra overheads, environmental costs etc to send back the item I wanted.  However, they didn’t tell me about this rule until after the refund window had passed - in fact they only told me when I chased them as the refund hadn’t hit my card.

There is nothing on the website to say this is how they refund and their refund email doesn’t tell you what method the card is being refunded onto. 

So too late now...

gettingtheresometime

I was interested in this thread as the exact same thing happened with me except it was with a different company.
In my case I had a £30 voucher but spent £57. I returned items worth £38 so would have expected £27 to be refunded to my card with the rest returned as a credit but, like you, it was returned completely as a credit.
I wrote to them & stated that I was unhappy, stating how I would have expected it to have been dealt with and they've altered it for me,  refunding the element paid on the card.

Perhaps it would be worth emailing them again stating that as their t&cs are unclear they would consider making an exception or to make their t&cs clearer

matty_art

gettingtheresometime said:

I was interested in this thread as the exact same thing happened with me except it was with a different company.
In my case I had a £30 voucher but spent £57. I returned items worth £38 so would have expected £27 to be refunded to my card with the rest returned as a credit but, like you, it was returned completely as a credit.
I wrote to them & stated that I was unhappy, stating how I would have expected it to have been dealt with and they've altered it for me,  refunding the element paid on the card.

Perhaps it would be worth emailing them again stating that as their t&cs are unclear they would consider making an exception or to make their t&cs clearer

Cheers, yes I’ve done that, they take a couple of days to respond each time, I could call but I’d rather have it in writing.  Fingers crossed...