Blocked and refused refund by ASOS

moneypennyjones

I placed a large order with ASOS when I was deciding what to wear for Abba Voyage! I returned all items apart from one.  ASOS received the return but only partially refunded it and there is still £319.50 outstanding (less £27 for the item I kept). I received an email from ASOS on 11th December to tell me that the full refund minus the £27 had now been processed. This is not showing in my Klarna account and ASOS has closed my account due to “suspicious activity” They tell me to contact Klarna but Klarna say that I need to contact ASOS. I have done both of these things and I can’t get the refund. Please help. 

Aylesbury_Duck

You need to keep on at ASOS.  They've clearly made an error when sending the refund to your Klarna account.

RefluentBeans

From working in retail with Klarna - the system can be a nightmare especially around Xmas with temps. Keep on at them - it’s likely the money has been refunded somewhere else and is ‘stuck’ as it has nowhere to go. They should be able to refund you, and if all else fails then I think Klarna can resolve it at their end (but this is done as a last step). Explain what’s happened again to them, and ask to be put through to a supervisor. 

Hudson8949

Do a spreadsheet of items and refund due.  Get all the evidence together including return receipts.

Undervalued

moneypennyjones said:

I placed a large order with ASOS when I was deciding what to wear for Abba Voyage! I returned all items apart from one.  ASOS received the return but only partially refunded it and there is still £319.50 outstanding (less £27 for the item I kept). I received an email from ASOS on 11th December to tell me that the full refund minus the £27 had now been processed. This is not showing in my Klarna account and ASOS has closed my account due to “suspicious activity” They tell me to contact Klarna but Klarna say that I need to contact ASOS. I have done both of these things and I can’t get the refund. Please help. 

If this is your regular way of shopping online then I can't help wondering if that influenced ASOS in deciding to close your account! Placing a "large order" with the intention of returning 90% of it is completely unsustainable if most customers behaved in this way.

Yes, assuming the items you returned were in fully resalable condition then you have a legal right to your refund. However as I know nothing about Klarna I am not sure how, if at all, that should affect the mechanics of the transaction