Item refunded but now added back to my account

jonesnj

Bought an item from a well known retailer online. Credited for the item after returning in December along with multiple other items and now they’ve added it back to my account saying they never received it - the item was faulty too - and they are now saying I owe them £30. After three months since they accepted the return and refunded the item how can they do this?

cymruchris

How did you return it? Who provided the label? Do you have your proof of posting?

jonesnj said:

Bought an item from a well known retailer online. Credited for the item after returning in December along with multiple other items and now they’ve added it back to my account saying they never received it - the item was faulty too - and they are now saying I owe them £30. After three months since they accepted the return and refunded the item how can they do this?

eskbanker

How exactly did they accept the return?  If this was in writing in some form, i.e. you can demonstrate that they did so, then you should be able to challenge their reversal.

jonesnj

eskbanker said:

How exactly did they accept the return?  If this was in writing in some form, i.e. you can demonstrate that they did so, then you should be able to challenge their reversal.

Hi, they send a monthly statement so I have it in writing that the return was accepted. I haven’t got the myHermes slip now as it was credited back so why would I keep that once the credit was on my account. 

born_again

Have you spoken to them about the fact it was marked as returned? 

jonesnj

born_again said:

Have you spoken to them about the fact it was marked as returned? 

I have - the response was ‘Upon further investigation we didn’t receive the item’

cymruchris

Who provided the returns label? Did you pay for it? Or did they provide it?

sheramber

The OP appears to have returned 'multiple items' which included the item claimed to be missing.

Refund automatically made on receipt of package but on checking retialer now states one item was not included in the package.

Does it boil dwon to hesyas/she says?

sheramber

Duplicate post

https://forums.moneysavingexpert.com/discussion/6512706/they-say-an-item-missing-from-returns#latest

eskbanker

sheramber said:

Duplicate post

https://forums.moneysavingexpert.com/discussion/6512706/they-say-an-item-missing-from-returns#latest

Not a duplicate - different posters....

jonesnj

cymruchris said:

Who provided the returns label? Did you pay for it? Or did they provide it?

They arrange courier collection, you put all items in together and attach a returns sticker provided.