Goodwood FOS Cancellation - Section 75?

CardinalWolsey

UnicornSystems said:

it's been a month and I'm sure people are running out of patience.

As was proven during the pandemic, organisations are set up to take payment en-masse, not to process refunds en-masse. What can be fully automated for the taking of money often isn't for the refunding - they have to manually action each transaction - and when large events get cancelled that can take a lot of time.

prowla

DullGreyGuy said:

prowla said:

OK - a refund which doesn't return the money; there's a thing...

The company still holds the money.

I hope the OP does get their money back.

It'd normally be called a credit note, Amazon for returns give you the option of an instant credit note or a refund to source in 3-5 days.

Yes -a credit note is not a refund either; it's the company holding your money in their closed system in lieu of you making a future purchase from them.

Now, if you're a regular shopper with the company (eg. Amazon) then it won't be an issue, but if it was a one-off purchase for a particular time-sensitive item (eg. an event on a given date) then it's a different matter.

Anyway; I think the post below pretty much covers the meaning of refund.

Okell said:

UnicornSystems said:

... I did that this morning, and after a brief wait (<5 mins) a member of staff advised that whilst there's nothing they can do to change the refund method now, we'll be able to call the ticket office once the refund is issued to our Goodwood account, and request that it be refunded to our bank account/card...

Well that makes sense.  They're legally obliged to refund back via the original payment method unless the customer expressly agrees otherwise.  I don't see how not doing something (ie not filling in a form) could be construed as express agreement. 

Thanks for the info.

Jonboy_1984

prowla said:

Yes -a credit note is not a refund either; it's the company holding your money in their closed system in lieu of you making a future purchase from them.

Now, if you're a regular shopper with the company (eg. Amazon) then it won't be an issue, but if it was a one-off purchase for a particular time-sensitive item (eg. an event on a given date) then it's a different matter.

Whilst bearing in mind that in a double entry bookkeeping/accounting system, as used by the vast majority of uk businesses, you have to raise a credit note first to balance the refund against, the two are not exclusive….

pinkshoes

Okell said:

UnicornSystems said:

... I did that this morning, and after a brief wait (<5 mins) a member of staff advised that whilst there's nothing they can do to change the refund method now, we'll be able to call the ticket office once the refund is issued to our Goodwood account, and request that it be refunded to our bank account/card...

Well that makes sense.  They're legally obliged to refund back via the original payment method unless the customer expressly agrees otherwise.  I don't see how not doing something (ie not filling in a form) could be construed as express agreement. 

Thanks for the info.

^^This!

They should refund to the original payment method UNLESS you tell them otherwise.

Not the other way round as this would be deemed an unfair T&C! 

AndyTBaird

We’ve called a few times over the past 6 weeks and spoken to various members of the Goodwood team who say what’s already been said above, in that that “whilst there's nothing they can do to change the refund method now, we'll be able to call the ticket office once the refund is issued to our Goodwood account, and request that it be refunded to our bank account/card.”

mxxx

I know it's a long time after the fact but I had forgotten all about this thread, sorry. Just wanted to report back in and say that they did refund me eventually, as a credit to my account, but it only took a brief and friendly phone call and they were happy to then return this credit as a refund on my payment card and that only took a few days, so all's well that ends well. Thanks for all your help and advice