Shiply and the difficulties in getting a refund

Ixel

Hi all,

I used Shiply for the first time recently to try and get a disability scooter delivered to a family member.

Long story short, the collection and delivery never happened as the transport provider I dealt with was a scammer. Fortunately their bank returned the money that I originally paid the transport provider. However, what I didn't expect was how difficult it's appearing to be to get the other part of the payment refunded from Shiply.

Last Tuesday I emailed them requesting the refund to my original payment method. The email has to date not been answered. Earlier this week I opened a ticket instead through their website, and earlier today apparently that ticket was closed without a response. I've since re-opened it.

Is there anything else I might be able to do in order to recover the approximately £90 I'd like back if Shiply are avoiding returning it? At the moment Shiply appears to have given it to me as account credit, which is not what I asked for. I paid via credit card.

Thanks in advance for any assistance.

elsien

What is the £90 actually for and what do their terms and conditions say?

Ixel

£82 is a booking deposit and £9 is for the protection plan, both of these paid to Shiply in the same transaction.

Here are the terms and conditions:
- Section 7 regarding cancellations at https://www.shiply.com/terms

Here are the protection plan terms and conditions:
- Section 6 regarding refunds at https://www.shiply.com/protection-plan-terms

Also on Trustpilot, here's a quote of what they said in response to my initial review:
"If the transport provider fails to show up, please get in touch with our support team at support@shiply.com. We can assist you in relisting your item or processing a refund of your deposit."

Which is what I did last Tuesday. I'm currently within the 28 days timeframe.

Let me know if you need any other details, thanks again.