They say an item missing from returns

jaysejo

I received a large bundle of clothes from an online shop and didn’t like any of them.  Filled in the online return form to say so and posted all the items back to them.  They have received the parcel but say one item is missing and want me to pay £49.99 for this item.  I’ve emailed them to explain but not heard back from them.
What should I do ? 

Thank you ☺️ 

Hoenir

Presumably this amount will deducted from any refund made. Unless the missing item is returned. 

sheramber

Removed post

eskbanker

sheramber said:

duplicate post

https://forums.moneysavingexpert.com/discussion/6512680/item-refunded-but-now-added-back-to-my-account#latest

It is better to stick to one post

Not a duplicate - different posters....

prettyandfluffy

If you have proof of posting for the return, does it show the weight of the parcel? If so, send them a copy as proof (keep the original).

jaysejo

They have credited all items apart from one. It was definitely returned but they are saying it wasn’t - where do I go from here ? It’s a £50 item which they are now saying I must pay for but I returned it with the other items.

Definitely not a duplicate post either ..

sj499

jaysejo said:

They have credited all items apart from one. It was definitely returned but they are saying it wasn’t - where do I go from here ? It’s a £50 item which they are now saying I must pay for but I returned it with the other items.

Definitely not a duplicate post either ..

Did you post the items off yourself? If you paid for shipping and it’s your own label, then it’s your problem and you’ll have to fight for the £50. However if it was their returns label then they’re responsible for the goods the moment that you release them into the courier network.

km1500

if you paid by card you could go to your card company and request a chargeback of the £50

however even if it happened the company is allowed to dispute it and you may well find down the line £50 being redebited from your account

you're only real course would be to go via the small claims procedure and put your side of the story. the company may well just cave in or they may put their side of the story in which case the judge will decide