We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Should a company providing a service be able to refund your card?

Options
Hi,

I bought a service (osteopath treatment).... I was overcharged.... the owner agreed I'd been overcharged. They said my next appointment would be reduced by the overcharged amount, but I had already paid up-front for the next 2 appointments and may not need a 3rd....

I have never worked in retail, but wouldn't the retailer be able to refund me by either....

Refunding my bank seeing as I have paid online.

Refunding my card during the next appointment. Which happens when I return products to shops - you put your card in their card machine and they top you up....

With the latter, I asked if they could do this at my last appointment and they said they can't...

By law do they have to be able to do so?....

I am fed up with the faffing about. Not sure why they couldn't have just refunded £20 online or refunded my card when I saw them last.


«1

Comments

  • Brie
    Brie Posts: 14,657 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Maybe they can't as they don't know how?  A service is less likely to need to refund someone than a shop.  Or maybe they are reluctant as they are charged by the banks if they are using a card reader.  Ultimately if they don't refund you and you don't need their services anymore you could try a charge back with your bank.
    I’m a Forum Ambassador and I support the Forum Team on Debt Free Wannabe, Old Style Money Saving and Pensions boards.  If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.

    Click on this link for a Statement of Accounts that can be posted on the DebtFree Wannabe board:  https://lemonfool.co.uk/financecalculators/soa.php

    Check your state pension on: Check your State Pension forecast - GOV.UK

    "Never retract, never explain, never apologise; get things done and let them howl.”  Nellie McClung
    ⭐️🏅😇
  • Brie said:
    Maybe they can't as they don't know how?  A service is less likely to need to refund someone than a shop.  Or maybe they are reluctant as they are charged by the banks if they are using a card reader.  Ultimately if they don't refund you and you don't need their services anymore you could try a charge back with your bank.
    well...

    if they don't know how after being in this industry for so long - I dunno what they are doing.

    if they don't want a fee from the bank when it's their mistake and they earn a ridiculous amount of money, especially when they are incapable of making a correct diagnosis.....then I dunno what's going on. They'd rather have a bad review for sending me on a wild goose chase to get just £20 back....

    If they can't refund me via the 2 ways I mentioned..... and I speak to the owner/principle osteopath for my appointment tomorrow (which is already paid for), about reducing my unpaid for appointment with a different osteopath next week.....she will likely agree, but I have a feeling she will forget to tell her employee to reduce the price.....then I will be furious as they have already sent me round in circles.....
  • DullGreyGuy
    DullGreyGuy Posts: 18,613 Forumite
    10,000 Posts Second Anniversary Name Dropper
    They will have paid a fee on the payment and there is a limited window in which to process it as a true refund (in which case they get the fees reimbursed).  If they BACS you the funds or process it as a card refund post the window of opportunity they are out of pocket because they charged you say £100, they received £99 after fees but you want £100 back. 

    Clearly keeping it as a credit towards future services avoids that issue for them and increases the chance of further repeat business from you. This is fine if you are happy with it but as it was their error you are entitled to demand a refund instead

  • Okell
    Okell Posts: 2,644 Forumite
    1,000 Posts Second Anniversary Name Dropper
    edited 14 November 2023 at 3:50PM
    I would say it's covered by s56(4), (5) and (6) of the Consumer Rights Act 2015 (legislation.gov.uk):

    "... (4)  A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

    (5)  The trader must give the refund using the same means of payment as the consumer used to pay for the service, unless the consumer expressly agrees otherwise.

    (6)  The trader must not impose any fee on the consumer in respect of the refund"


    If you're only talking about £20, then if refunding to your card is too difficult for them, tell them you'll accept cash.  Assuming you'd be happy with that.

    (As a retired NHS manager I shall refrain from commenting on the wisdom of employing the services of an osteopath as opposed to a physiotherapist...)

  • jon81uk
    jon81uk Posts: 3,885 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    If it was done online it may be a third party set up where they can’t do a partial refund.
  • They will have paid a fee on the payment and there is a limited window in which to process it as a true refund (in which case they get the fees reimbursed).  If they BACS you the funds or process it as a card refund post the window of opportunity they are out of pocket because they charged you say £100, they received £99 after fees but you want £100 back. 

    Clearly keeping it as a credit towards future services avoids that issue for them and increases the chance of further repeat business from you. This is fine if you are happy with it but as it was their error you are entitled to demand a refund instead

    I cannot help wondering  why any business would care about the tiny fee that they might lose ( £1.00 in your example)  rather than annoy a customer but I suppose for some business people it is all about the money and not the relationship

  • I think they can be as high as 5 or 6%, depending on the volume of annual transactions - then there's the complications with the accounting re VAT etc. 

    For a sum as small as £20 the admin costs could be higher than the refund, so I agree refunding in cash (assuming they have some form of petty cash mechanic) or a discount on a different product/later service is much easier for the business. The question would be if it's worth it to the customer to enforce their rights. 
    I'm not an early bird or a night owl; I’m some form of permanently exhausted pigeon.
  • born_again
    born_again Posts: 20,373 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    homeless9 said:
    Hi,

    I bought a service (osteopath treatment).... I was overcharged.... the owner agreed I'd been overcharged. They said my next appointment would be reduced by the overcharged amount, but I had already paid up-front for the next 2 appointments and may not need a 3rd....

    I have never worked in retail, but wouldn't the retailer be able to refund me by either....

    Refunding my bank seeing as I have paid online.

    Refunding my card during the next appointment. Which happens when I return products to shops - you put your card in their card machine and they top you up....

    With the latter, I asked if they could do this at my last appointment and they said they can't...

    By law do they have to be able to do so?....

    I am fed up with the faffing about. Not sure why they couldn't have just refunded £20 online or refunded my card when I saw them last.



    Just how did you pay?
    Life in the slow lane
  • Okell
    Okell Posts: 2,644 Forumite
    1,000 Posts Second Anniversary Name Dropper
    homeless9 said:
    Hi,

    I bought a service (osteopath treatment).... I was overcharged.... the owner agreed I'd been overcharged. They said my next appointment would be reduced by the overcharged amount, but I had already paid up-front for the next 2 appointments and may not need a 3rd....

    I have never worked in retail, but wouldn't the retailer be able to refund me by either....

    Refunding my bank seeing as I have paid online.

    Refunding my card during the next appointment. Which happens when I return products to shops - you put your card in their card machine and they top you up....

    With the latter, I asked if they could do this at my last appointment and they said they can't...

    By law do they have to be able to do so?....

    I am fed up with the faffing about. Not sure why they couldn't have just refunded £20 online or refunded my card when I saw them last.



    Just how did you pay?
    Ah...   Good point.

    I assumed they'd paid by card as they wanted the refund to go there - hence my link to s56(5) "... same means..." etc
  • DullGreyGuy
    DullGreyGuy Posts: 18,613 Forumite
    10,000 Posts Second Anniversary Name Dropper
    They will have paid a fee on the payment and there is a limited window in which to process it as a true refund (in which case they get the fees reimbursed).  If they BACS you the funds or process it as a card refund post the window of opportunity they are out of pocket because they charged you say £100, they received £99 after fees but you want £100 back. 

    Clearly keeping it as a credit towards future services avoids that issue for them and increases the chance of further repeat business from you. This is fine if you are happy with it but as it was their error you are entitled to demand a refund instead

    I cannot help wondering  why any business would care about the tiny fee that they might lose ( £1.00 in your example)  rather than annoy a customer but I suppose for some business people it is all about the money and not the relationship

    1% is just an example, in other businesses it will be higher and their loss is not just the fee but the operational cost of processing it etc and potentially another bank charge for making a payment. No idea for Osteopaths but some businesses operate on surprisingly thin margins and yes it's a few pounds (we don't know the actual amount) but its straight off the net profit. 

    The OP has stated they don't anticipate being a further customer hence they aren't interested in the credit so what is the value of the relationship?  How much of osteopath new business is by word of mouth referrals? 
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.9K Banking & Borrowing
  • 253.1K Reduce Debt & Boost Income
  • 453.5K Spending & Discounts
  • 243.9K Work, Benefits & Business
  • 598.8K Mortgages, Homes & Bills
  • 176.9K Life & Family
  • 257.2K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.