Vouchers/Money Off Codes/Credit/Gift Card Rights

DogsAreLife

Hi

I used a delivery app to order a meal and as I'm a first time user of the app, I found a code that takes £10 off your first order. (I do this when buying clothes too and I've never experienced this sort of issue.) One of the food items I ordered was the wrong flavour so I contacted the app customer services section who said they would issue a refund.

I've found they've split the refund so some of it is back onto my card and the rest as a credit on the app. I pointed out to them I didn't use credit to pay - does anyone know legally what is right? As I understand it, I am entitled to a full refund on my card as that is how I paid for the order. I didn't use a giftcard or account credit to part pay for the order. The £10 meant the total of the order was reduced and I paid the total amount due. Can anyone help?

Exodi

DogsAreLife said:

Hi

I used a delivery app to order a meal and as I'm a first time user of the app, I found a code that takes £10 off your first order. (I do this when buying clothes too and I've never experienced this sort of issue.) One of the food items I ordered was the wrong flavour so I contacted the app customer services section who said they would issue a refund.

I've found they've split the refund so some of it is back onto my card and the rest as a credit on the app. I pointed out to them I didn't use credit to pay - does anyone know legally what is right? As I understand it, I am entitled to a full refund on my card as that is how I paid for the order. I didn't use a giftcard or account credit to part pay for the order. The £10 meant the total of the order was reduced and I paid the total amount due. Can anyone help?

I disagree with your position on this.

If I understand you correctly, the dilemma is this: you purchased £25 of food (for example), they gave you a discount of £10, meaning you paid £15 in total.

You then had an issue with one of the items (say item value of £5) and you expected a £5 refund for it, however their assessment is because you effectively received a 40% discount on the order (in this example) your refund would be also be issued in line with this, with a 40% credit on the account (so refund of £3, credit of £2).

It inevitably will state this in the terms and conditions for the offer, and unfortunately your logic becomes inconsistent for someone trying to refund a significant part of the order. You could argue that they should prioritize giving the customers their money first, and then lastly issue a credit, but there's no incentive for them to do this, quite the opposite.

DogsAreLife

Exodi said:

DogsAreLife said:

Hi

I used a delivery app to order a meal and as I'm a first time user of the app, I found a code that takes £10 off your first order. (I do this when buying clothes too and I've never experienced this sort of issue.) One of the food items I ordered was the wrong flavour so I contacted the app customer services section who said they would issue a refund.

I've found they've split the refund so some of it is back onto my card and the rest as a credit on the app. I pointed out to them I didn't use credit to pay - does anyone know legally what is right? As I understand it, I am entitled to a full refund on my card as that is how I paid for the order. I didn't use a giftcard or account credit to part pay for the order. The £10 meant the total of the order was reduced and I paid the total amount due. Can anyone help?

I disagree with your position on this.

If I understand you correctly, the dilemma is this: you purchased £25 of food (for example), they gave you a discount of £10, meaning you paid £15 in total.

You then had an issue with one of the items (say item value of £5) and you expected a £5 refund for it, however their assessment is because you effectively received a 40% discount on the order (in this example) your refund would be also be issued in line with this, with a 40% credit on the account (so refund of £3, credit of £2).

It inevitably will state this in the terms and conditions for the offer, and unfortunately your logic becomes inconsistent for someone trying to refund a significant part of the order. You could argue that they should prioritize giving the customers their money first, and then lastly issue a credit, but there's no incentive for them to do this, quite the opposite.

I don't think there has ever been a time I ordered something online and paid full price. I buy from Matalan (spend £50 get £10 off and Asos with 20% off everything codes) and I've always been refunded anything I've returned via my card. The law states you have to be refunded the way you paid, which was by card - I don't see how I receive a credit just because I've been given a discount.

The terms and conditions of the offer don't mention refunds.

Exodi

DogsAreLife said:

Exodi said:

DogsAreLife said:

Hi

I used a delivery app to order a meal and as I'm a first time user of the app, I found a code that takes £10 off your first order. (I do this when buying clothes too and I've never experienced this sort of issue.) One of the food items I ordered was the wrong flavour so I contacted the app customer services section who said they would issue a refund.

I've found they've split the refund so some of it is back onto my card and the rest as a credit on the app. I pointed out to them I didn't use credit to pay - does anyone know legally what is right? As I understand it, I am entitled to a full refund on my card as that is how I paid for the order. I didn't use a giftcard or account credit to part pay for the order. The £10 meant the total of the order was reduced and I paid the total amount due. Can anyone help?

I disagree with your position on this.

If I understand you correctly, the dilemma is this: you purchased £25 of food (for example), they gave you a discount of £10, meaning you paid £15 in total.

You then had an issue with one of the items (say item value of £5) and you expected a £5 refund for it, however their assessment is because you effectively received a 40% discount on the order (in this example) your refund would be also be issued in line with this, with a 40% credit on the account (so refund of £3, credit of £2).

It inevitably will state this in the terms and conditions for the offer, and unfortunately your logic becomes inconsistent for someone trying to refund a significant part of the order. You could argue that they should prioritize giving the customers their money first, and then lastly issue a credit, but there's no incentive for them to do this, quite the opposite.

I don't think there has ever been a time I ordered something online and paid full price. I buy from Matalan (spend £50 get £10 off and Asos with 20% off everything codes) and I've always been refunded anything I've returned via my card. The law states you have to be refunded the way you paid, which was by card - I don't see how I receive a credit just because I've been given a discount.

The terms and conditions of the offer don't mention refunds.

Respectfully I'd suggest you are not remembering this correctly, or comparing like for like.

I've bought from the likes of ASOS, Boohoo, etc and they refund you the amount, excluding any discount received.

E.g. if you buy two items for £10 each with a 20% discount, you hit checkout and pay £16 (with a £4 saving).

If you return one of the items, you are refunded £8, which reflects the fact you received a 20% discount when buying it. (You could argue this is less generous than the food delivery companies promotion, because they are not providing a credit for the discounted amount on top).

But that's not what you're expecting of the food delivery company. You're expecting to be refunded £10 for the first item in the above example (and then presumably £8 for the second one with a £2 credit?). It doesn't make sense.

As a different example, take the Matalan offer you mention of spend £50 get £10 off. If it worked how you believe and I buy £50 worth of things for £40 (let's say 5 items for £10 each, then receive £10 off) and I decided to refund 4 of the items, what do you think should happen? Should they refund me 4 x £10 = £40 and I get the keep the last £10 item for free?

"The law states you have to be refunded the way you paid, which was by card" - I assume they are issuing the refund back to you by the card you paid with, as opposed to handing you the cash or writing you a cheque.

If I had to guess, I'd imagine that the mechanic you reference (refunding back to the original payment method) is nothing to do with helping the consumer and exists to prevent money laundering or to stop people making large purchases on credit cards, and requesting refunds in cash/to debit cards (effectively performing a secret cash advance). I may be wrong though!

DogsAreLife

Exodi said:

DogsAreLife said:

Exodi said:

DogsAreLife said:

Hi

I used a delivery app to order a meal and as I'm a first time user of the app, I found a code that takes £10 off your first order. (I do this when buying clothes too and I've never experienced this sort of issue.) One of the food items I ordered was the wrong flavour so I contacted the app customer services section who said they would issue a refund.

I've found they've split the refund so some of it is back onto my card and the rest as a credit on the app. I pointed out to them I didn't use credit to pay - does anyone know legally what is right? As I understand it, I am entitled to a full refund on my card as that is how I paid for the order. I didn't use a giftcard or account credit to part pay for the order. The £10 meant the total of the order was reduced and I paid the total amount due. Can anyone help?

I disagree with your position on this.

If I understand you correctly, the dilemma is this: you purchased £25 of food (for example), they gave you a discount of £10, meaning you paid £15 in total.

You then had an issue with one of the items (say item value of £5) and you expected a £5 refund for it, however their assessment is because you effectively received a 40% discount on the order (in this example) your refund would be also be issued in line with this, with a 40% credit on the account (so refund of £3, credit of £2).

It inevitably will state this in the terms and conditions for the offer, and unfortunately your logic becomes inconsistent for someone trying to refund a significant part of the order. You could argue that they should prioritize giving the customers their money first, and then lastly issue a credit, but there's no incentive for them to do this, quite the opposite.

I don't think there has ever been a time I ordered something online and paid full price. I buy from Matalan (spend £50 get £10 off and Asos with 20% off everything codes) and I've always been refunded anything I've returned via my card. The law states you have to be refunded the way you paid, which was by card - I don't see how I receive a credit just because I've been given a discount.

The terms and conditions of the offer don't mention refunds.

Respectfully I'd suggest you are not remembering this correctly, or comparing like for like.

I've bought from the likes of ASOS, Boohoo, etc and they refund you the amount, excluding any discount received.

E.g. if you buy two items for £10 each with a 20% discount, you hit checkout and pay £16 (with a £4 saving).

If you return one of the items, you are refunded £8, which reflects the fact you received a 20% discount when buying it. (You could argue this is less generous than the food delivery companies promotion, because they are not providing a credit for the discounted amount on top).

But that's not what you're expecting of the food delivery company. You're expecting to be refunded £10 for the first item in the above example (and then presumably £8 for the second one with a £2 credit?). It doesn't make sense.

As a different example, take the Matalan offer you mention of spend £50 get £10 off. If it worked how you believe and I buy £50 worth of things for £40 (let's say 5 items for £10 each, then receive £10 off) and I decided to refund 4 of the items, what do you think should happen? Should they refund me 4 x £10 = £40 and I get the keep the last £10 item for free?

"The law states you have to be refunded the way you paid, which was by card" - I assume they are issuing the refund back to you by the card you paid with, as opposed to handing you the cash or writing you a cheque.

If I had to guess, I'd imagine that the mechanic you reference (refunding back to the original payment method) is nothing to do with helping the consumer and exists to prevent money laundering or to stop people making large purchases on credit cards, and requesting refunds in cash/to debit cards (effectively performing a secret cash advance). I may be wrong though!

Exactly, if I spend £40 in Matalan (for £50 worth of clothes) and if I return them all I get £40 back on my card. I don't get £32 + £8 Matalan credit note.

Exodi

DogsAreLife said:

Exodi said:

DogsAreLife said:

Exodi said:

DogsAreLife said:

Hi

I used a delivery app to order a meal and as I'm a first time user of the app, I found a code that takes £10 off your first order. (I do this when buying clothes too and I've never experienced this sort of issue.) One of the food items I ordered was the wrong flavour so I contacted the app customer services section who said they would issue a refund.

I've found they've split the refund so some of it is back onto my card and the rest as a credit on the app. I pointed out to them I didn't use credit to pay - does anyone know legally what is right? As I understand it, I am entitled to a full refund on my card as that is how I paid for the order. I didn't use a giftcard or account credit to part pay for the order. The £10 meant the total of the order was reduced and I paid the total amount due. Can anyone help?

I disagree with your position on this.

If I understand you correctly, the dilemma is this: you purchased £25 of food (for example), they gave you a discount of £10, meaning you paid £15 in total.

You then had an issue with one of the items (say item value of £5) and you expected a £5 refund for it, however their assessment is because you effectively received a 40% discount on the order (in this example) your refund would be also be issued in line with this, with a 40% credit on the account (so refund of £3, credit of £2).

It inevitably will state this in the terms and conditions for the offer, and unfortunately your logic becomes inconsistent for someone trying to refund a significant part of the order. You could argue that they should prioritize giving the customers their money first, and then lastly issue a credit, but there's no incentive for them to do this, quite the opposite.

I don't think there has ever been a time I ordered something online and paid full price. I buy from Matalan (spend £50 get £10 off and Asos with 20% off everything codes) and I've always been refunded anything I've returned via my card. The law states you have to be refunded the way you paid, which was by card - I don't see how I receive a credit just because I've been given a discount.

The terms and conditions of the offer don't mention refunds.

Respectfully I'd suggest you are not remembering this correctly, or comparing like for like.

I've bought from the likes of ASOS, Boohoo, etc and they refund you the amount, excluding any discount received.

E.g. if you buy two items for £10 each with a 20% discount, you hit checkout and pay £16 (with a £4 saving).

If you return one of the items, you are refunded £8, which reflects the fact you received a 20% discount when buying it. (You could argue this is less generous than the food delivery companies promotion, because they are not providing a credit for the discounted amount on top).

But that's not what you're expecting of the food delivery company. You're expecting to be refunded £10 for the first item in the above example (and then presumably £8 for the second one with a £2 credit?). It doesn't make sense.

As a different example, take the Matalan offer you mention of spend £50 get £10 off. If it worked how you believe and I buy £50 worth of things for £40 (let's say 5 items for £10 each, then receive £10 off) and I decided to refund 4 of the items, what do you think should happen? Should they refund me 4 x £10 = £40 and I get the keep the last £10 item for free?

"The law states you have to be refunded the way you paid, which was by card" - I assume they are issuing the refund back to you by the card you paid with, as opposed to handing you the cash or writing you a cheque.

If I had to guess, I'd imagine that the mechanic you reference (refunding back to the original payment method) is nothing to do with helping the consumer and exists to prevent money laundering or to stop people making large purchases on credit cards, and requesting refunds in cash/to debit cards (effectively performing a secret cash advance). I may be wrong though!

Exactly, if I spend £40 in Matalan (for £50 worth of clothes) and if I return them all I get £40 back on my card. I don't get £32 + £8 Matalan credit note.

You are unfortunately not getting it. You seem to have no issue with Matalan not refunding you the discounted amount, but take issue with the food delivery company giving you a credit in the same circumstances. Think about if you had refunded the whole food order...

Please re-read my comment above slower.

screech_78

How much did you pay by card? 

And how much have they refunded to your card? 

RefluentBeans

Say you go to Matalan and use your £10 off £50 order. Say (for simplicity) you buy 5 items at £10 RRP (before any discount).

They could bill you in two ways: 
5 x £10 = £50
Voucher code used: £10
You pay: £40

or 
£5 x £8 = £40 (RRP £10 each)
You pay: £40

Say you want to return one item. In the first case the refund value is £10, but because of the voucher payment, they split the refund in a 20% refund to voucher and a 80% refund to you, equating to £8 refund.

In tbe second one - you get a £8 refund. No voucher refund as that wasn’t used to pay; and instead the prices were just discounted. 

Can you see in both cases the actual refund is the same, but the first one (which is where you get a £8 ‘cash’ refund and a £2 voucher) is very similar to the offer you’ve been given; and how it works out better for you! 

The retail industry, almost always, uses the latter method of discounting (reducing the unit price) and so it’s easier to refund (and they don’t have to give vouchers back…) 

sheramber

It could be easier if you told us

1 how much you paid 

2 how much was repaid to your card

3 how much was given as credit

It's not a secret , is it?