ASOS refund for no-show parcel

TN50

Hello all,

I ordered some stuff from ASOS to come in time for Christmas.

The parcel never showed (3 days past the delivery date - it still shows as “we’re expecting it” on the Royal Mail tracker)

I then had no communication other than a “we’ve sent a refund” email.

They’ve tried to take £3.95 off my return as part of their fair use policy. 

I’ve tried contacting their live chat, but unfortunately there is no common sense to be found. 

Ive tried to explain that there is no way they can take “fair use” money off the refund because the parcel never even reached the courier.

They keep fobbing me off with auto-reply emails about fair use. 

I appreciate its petty over £4, but it’s the principle.

I’m still awaiting a proper email back from them.

What are my options once they try to inevitably fob me off again?

Paid on credit card if this is any help.

Thanks a lot!

the_lunatic_is_in_my_head

Hello OP

Wait 15 days for VISA or 30 days for Mastercard from payment and then do a non-receipt chargeback with your bank for the remaining £3.95  

TN50

the_lunatic_is_in_my_head said:

Hello OP

Wait 15 days for VISA or 30 days for Mastercard from payment and then do a non-receipt chargeback with your bank for the remaining £3.95  

Thanks! Just realised I paid with a debit card rather than my credit card annoyingly.

Does the above still apply?

many Thanks!

Aylesbury_Duck

TN50 said:

the_lunatic_is_in_my_head said:

Hello OP

Wait 15 days for VISA or 30 days for Mastercard from payment and then do a non-receipt chargeback with your bank for the remaining £3.95  

Thanks! Just realised I paid with a debit card rather than my credit card annoyingly.

Does the above still apply?

many Thanks!

 Yes, it does.

.

born_again

Did you pay extra for faster delivery?

Sadly not a chargeback option. As falls under consumer rights which are not covered by chargebacks.

the_lunatic_is_in_my_head

born_again said:

Did you pay extra for faster delivery?

Sadly not a chargeback option. As falls under consumer rights which are not covered by chargebacks.

ASOS says

For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us.

but OP's issue is non-receipt rather than a return, looks like ASOS has made a mistake somewhere by classifying it as a return but if OP never got the parcel obviously they shouldn't be paying this fee