Lost refund

beth_wilby

Hi, I was wondering if anyone could give me advise on my current situation.
Background:
I ordered New Balance shoes from ASOS.
I needed to return them and this had to be done via different methods to ASOS normally as it is a “partner brand”.
I had to return it via UPS with the provided returns label with a tracking number on.
When I dropped it off the shop told me you don’t get a receipt for it.
The tracking link doesn’t work.
The return is now unaccounted for.

Current situation:
I explained this to ASOS but they say I have to speak to New Balance.
I spoke to New Balance who said I have to speak to ASOS.
I have raised a claim with UPS to find the parcel.
ASOS are refusing to issue a refund as New Balance are saying they haven’t received it and the tracking link from UPS doesn’t work nor do I have a receipt.
UPS told me the return was “shipped on the 6th May but no updates since”.

My question is can ASOS refuse to refund even though I have done everything requested of me and was told UPS don’t provide receipts for drop offs.

Who is liable? I am waiting on feedback from UPS on my claim but my concern is they will just claim it was never dropped off when it 1000% was. I have ring camera footage of the new balance box when I was taking it and happened to catch the conversation of when my boyfriend was telling me UPS didn’t give a receipt.

Thanks in advance.

PHK

At the start you were told the shop didn’t give a receipt but towards the end you say you have a Ring recording of your boyfriend telling you they don’t give a receipt?

RefluentBeans

The ‘shipped on 6th May’ line - can you expand on this please? Is this when you dropped the package off? 

Unfortunately, I don’t think the Ring doorbell footage confirms a great deal. 

There’s different routes to go down - but you’ll need to be sure who your contract is with. Check your invoice - who does it say the seller is? I.e. is ASOS acting like a retailer (where the shoes are ordered through them but dispatched potentially directly to you from the supplier) or acting as a marketplace (like eBay where they just handle the store front and you deal directly with the supplier)? It should tell you on the invoice who the retailer is on there. Whoever it is is the only person who has a legal obligation to deal with you. 

Once we know who the retailer is, and when the goods were returned I think you’ll be able to get more specific help. 

runraggedmum007

I have had almost the exact same problem. My daughter was looking for some new trainers and ordered some New Balance ones from ASOS. There was a series of orders and returns whilst she found the right style and size. In the first order there was one pair she didn't like and one that she did but were too small. So she returned both and ordered some more in a separate transaction. At the time I thought the return was strange - you order through ASOS but return directly to New Balance - there was no form (paper or online) to complete - just put the trainers back in the box and return to New Balance using a UPS shipping label. 

In the process of dissecting my credit card bill after at the end of the month it turns out that they only credited one pair of trainers from this first return and New Balance are saying that they only received one pair which is absolute rubbish. My daughter sent on to buy the pair that she did like from this first order but in the next size up - why would she want to keep a pair that were too small. 

She has been back and forth with ASOS and New Balance but they are refusing to acknowledge that we semt both back. I have escalated it up through their customer services ranks but with no luck. So how can we trust this process at all if they don't have a returns form which you put in with the goods? 

Our next step is to go down the chargeback route as we bought the goods using a credit card. ASOs are refusing to budge.

Grateful for any useful comments or suggestions. Mine would be to take a photo of the contents of every box you send and even to return items individually which will rocket their return shipping costs but what else can you do?