Company refunded order in error

PJC2017

Hi,

I placed an online order, it was delivered on Thursday. Then on Friday I received an email saying that I had requested a cancellation and a refund was being processed.

The refund has yet to come though to my bank account.

I called the company to explain, they said not to worry about it. I have been contacted again asking if I can place another order over the phone which they will take payment for and change the status to delivered.

The store is a national brand, so I'm not concerned about a scam.

I won't process a new order until I have been refunded or I'll pay twice.

How does this stand legally if I was to refuse to place a second order?

I paid for it initially and their error caused a refund to be processed.

Thoughts?

Thanks in advance

pinkshoes

PJC2017 said:

Hi,

I placed an online order, it was delivered on Thursday. Then on Friday I received an email saying that I had requested a cancellation and a refund was being processed.

The refund has yet to come though to my bank account.

I called the company to explain, they said not to worry about it. I have been contacted again asking if I can place another order over the phone which they will take payment for and change the status to delivered.

The store is a national brand, so I'm not concerned about a scam.

I won't process a new order until I have been refunded or I'll pay twice.

How does this stand legally if I was to refuse to place a second order?

I paid for it initially and their error caused a refund to be processed.

Thoughts?

Thanks in advance

Legally, if you are refunded by accident then you still owe the money and they have 6 years to chase you for the debt.

Would be much easier just to pay it rather than end up with court costs. 

Aylesbury_Duck

If the situation was reversed, and the company kept your money but didn't send you the item you purchased, do you think it would be lawful for them to keep your money if you asked for it back?

There's your answer. 

JamoLew

I don’t think the OP is disputing that they owe the money.

The method that the company is using to retake payment is the “question”

IvanOpinion

Personally I would not place a second order, I would just ask them how do I refund it and make sure that you tag your name or account number onto any reference field.

PJC2017

I'm not saying that I won't return the money.

They have asked for it back, I have yet to receive the erroneous refund.

I won't do anything until it has gone through as I don't want to pay for it twice.

It also seems strange to have to place an imaginary order.

Just to add. I brought the situation to the stores attention. I assume they wouldn't have known otherwise.

powerful_Rogue

PJC2017 said:

I'm not saying that I won't return the money.

They have asked for it back, I have yet to receive the erroneous refund.

I won't do anything until it has gone through as I don't want to pay for it twice.

It also seems strange to have to place an imaginary order.

Just to add. I brought the situation to the stores attention. I assume they wouldn't have known otherwise.

No offence, but it sounds like you want a pat on the back for doing the honest thing.

Personally I would place the second order, pay and let them mark it as delivered. Job solved.

PJC2017

powerful_Rogue said:

PJC2017 said:

I'm not saying that I won't return the money.

They have asked for it back, I have yet to receive the erroneous refund.

I won't do anything until it has gone through as I don't want to pay for it twice.

It also seems strange to have to place an imaginary order.

Just to add. I brought the situation to the stores attention. I assume they wouldn't have known otherwise.

No offence, but it sounds like you want a pat on the back for doing the honest thing.

Personally I would place the second order, pay and let them mark it as delivered. Job solved.

When I've not even received the refund yet? That sounds like a potential for further issues.

I don't know how it sounds like I want a pat on the back. I mentined that I brought it to their attention as the first few posts seem think I wasn't intending on paying it back. If that was the case I'd have kept quiet.

The store isn't even sure how to process it.

powerful_Rogue

PJC2017 said:

powerful_Rogue said:

PJC2017 said:

I'm not saying that I won't return the money.

They have asked for it back, I have yet to receive the erroneous refund.

I won't do anything until it has gone through as I don't want to pay for it twice.

It also seems strange to have to place an imaginary order.

Just to add. I brought the situation to the stores attention. I assume they wouldn't have known otherwise.

No offence, but it sounds like you want a pat on the back for doing the honest thing.

Personally I would place the second order, pay and let them mark it as delivered. Job solved.

When I've not even received the refund yet? That sounds like a potential for further issues.

I don't know how it sounds like I want a pat on the back. I mentined that I brought it to their attention as the first few posts seem think I wasn't intending on paying it back. If that was the case I'd have kept quiet.

The store isn't even sure how to process it.

PJC2017 said:

I called the company to explain, they said not to worry about it. I have been contacted again asking if I can place another order over the phone which they will take payment for and change the status to delivered.

Sounds like they have gone away, discussed how to deal with it and contacted you back. So seems they do know how to deal with it.

Upto you what you do. Personally I would pay the money as that is what they have worked out. Any issues, go back to the company or use visa/mastercard chargeback - But then I don't like being indebted to people/companies.

nyermen

This is probably just naivety at a local branch who while a big national company, probably don't know how to manage this (particularly where they manage the click/collect locally - they may have thought it wasn't collected and refunded).

BUT - I'm not comfortable with the reorder approach, what's to stop them then turning around saying we accidentally refunded you, we're taking the money back.  But but, I have this second order for that?  No, that's a different order that it says was delivered.  Ideally they should just retake the money against the original order (how would the national level stock count work if they did this the way they are suggesting?). And a local employee could pocket the second item? (sure they won't but just saying)

Personally I think they should contact their head office (or payments provider if things are handled more locally) to find out how to reverse an accidental refund.

powerful_Rogue

Because they won't be able to show the second item has been shipped, amongst other things.

Either way, upto you. I always go for the morally right option and if there are any issues, sort them out after. Too many 'what ifs' in life to get worried over.

Seems like the OP is in the frame of mind of doing nothing, judging by the likes.......