How long to issue refund (ecommerce)?

proformance

Hi,

I purchased an item that I decided wasn't suitable and returned it immediately. 

The company immediately acknowledged the return and has been processing it ever since - this was 32 days ago now.

There is nothing in their T&Cs about a maximum time to process a refund and in the absence of it, I wondered if there was any consumer law governing this.

Thanks,

Z

sarah1972

Pmd the team to move this to a board as it’s currently not on one x

born_again

THink it is 30 days in consumer regulations.

DullGreyGuy

The Consumer Contracts Regulations gives them 14 days to process the refund... in practice you may receive it a little later depending on how you paid and how quick your bank is processing it. This naturally assumes they are in the UK

proformance

DullGreyGuy said:

The Consumer Contracts Regulations gives them 14 days to process the refund... in practice you may receive it a little later depending on how you paid and how quick your bank is processing it. This naturally assumes they are in the UK

Hiya - they are in the UK indeed. 

Given it has been over 30 days then, and their customer support doesn't seem to indicate any progress any time soon, what do people suggest I do? 

DullGreyGuy

How did you pay? Credit/Debit card? PayPal?

How much are you talking about?

Assuming you didnt pay by bank transfer then its likely easiest to raise a dispute with card issuer or PayPal. 

proformance

1k transaction, paid for using a debit card.

I'll give the merchant another chance and will then take your advice and raise a dispute. 

proformance

Hi guys 

It's now been 32 days and I finally got a response from a manager of the brand.

He said that it has been reported that the inner packaging is damaged and that it might have been damaged and this the whole item may be non-resellable, but he is confirming this with the relevant internal teams.

He also said that if I were to raise a chargeback with the bank that they would not be able to "amend the refund" and that only their "finance team could deal with it at that point.

Not really sure what he meant by the last part. 

Can anyone provide any advice here so that I can prepare for the worst? 

Many thanks 

Z

born_again

proformance said:

Hi guys 

It's now been 32 days and I finally got a response from a manager of the brand.

He said that it has been reported that the inner packaging is damaged and that it might have been damaged and this the whole item may be non-resellable, but he is confirming this with the relevant internal teams.

He also said that if I were to raise a chargeback with the bank that they would not be able to "amend the refund" and that only their "finance team could deal with it at that point.

Not really sure what he meant by the last part. 

Can anyone provide any advice here so that I can prepare for the worst? 

Many thanks 

Z

Sounds like they may refund, but not the full amount.

Chargeback is for full amount & they have the chance to reject it (only full amount). If which case the refund you get from the bank at the start will be taken back, leaving your option to go back to them & see what they will do, or take them to court.

proformance

born_again said:

proformance said:

Hi guys 

It's now been 32 days and I finally got a response from a manager of the brand.

He said that it has been reported that the inner packaging is damaged and that it might have been damaged and this the whole item may be non-resellable, but he is confirming this with the relevant internal teams.

He also said that if I were to raise a chargeback with the bank that they would not be able to "amend the refund" and that only their "finance team could deal with it at that point.

Not really sure what he meant by the last part. 

Can anyone provide any advice here so that I can prepare for the worst? 

Many thanks 

Z

Sounds like they may refund, but not the full amount.

Chargeback is for full amount & they have the chance to reject it (only full amount). If which case the refund you get from the bank at the start will be taken back, leaving your option to go back to them & see what they will do, or take them to court.

Thanks for this. 

If they propose a refund, with nominal deduction for the (alleged) damaged packaging and I choose to refuse the offer, does that nullify my right to filing a chargeback? 

km1500

You can ask for a chargeback at any time and get the money refunded to your account

If, however, the company have already refunded you (in total or in part) they are likely to object to the chargeback and the bank is likely to reverse it.