Refund rights part pay via gift card and debit card

witchynails

Hey all,

I’ve seen a few threads on here in regards to my issue but I just wanted to ask myself.

I made a boohoo order and payed using a gift card and the rest from my debit card. Returned the whole order but only got a e-gift card at the time. The part that grates on my nerves is that the refund came through as a gift certificate which was valid for 2 months. I’ll admit on my part I wasn’t very vigilant in checking that until I needed to use it a couple of months ago and it was expired. I was quite surprised at the because if I hadn’t used the gift card it would still be in date as those don’t expire for usually a year or two. 

So I then contacted customer support and they said there’s nothing that they can do. My last message to customer service went ignored. I put it a complaint to the email address listed in there t&cs almost 3 months ago and have not heard anything from them at all. The t&cs also say that if I’m not satisfied with the way they’ve handled the complaint I can request that the complaint be referred for alternative dispute resolution. The one they have listed it the European ODR which no longer is relevant to those of us in the UK.

So after all that my question is what do you think I can do if there is anything because I’ve lost the value of the original gift card as well the money I paid in from my debit card. I know I could try and dispute the charge but that wouldn’t help with the gift card balance that I would lose. 

So if it’s long winded but TIA x

Aylesbury_Duck

I don’t think there’s anything you can do because you accepted the e-gift card several months ago.  That was the point at which you should have insisted on a part voucher, part debit card refund.

powerful_Rogue

witchynails said:

Hey all,

I’ve seen a few threads on here in regards to my issue but I just wanted to ask myself.

I made a boohoo order and payed using a gift card and the rest from my debit card. Returned the whole order but only got a e-gift card at the time. The part that grates on my nerves is that the refund came through as a gift certificate which was valid for 2 months. I’ll admit on my part I wasn’t very vigilant in checking that until I needed to use it a couple of months ago and it was expired. I was quite surprised at the because if I hadn’t used the gift card it would still be in date as those don’t expire for usually a year or two. 

So I then contacted customer support and they said there’s nothing that they can do. My last message to customer service went ignored. I put it a complaint to the email address listed in there t&cs almost 3 months ago and have not heard anything from them at all. The t&cs also say that if I’m not satisfied with the way they’ve handled the complaint I can request that the complaint be referred for alternative dispute resolution. The one they have listed it the European ODR which no longer is relevant to those of us in the UK.

So after all that my question is what do you think I can do if there is anything because I’ve lost the value of the original gift card as well the money I paid in from my debit card. I know I could try and dispute the charge but that wouldn’t help with the gift card balance that I would lose. 

So if it’s long winded but TIA x

Don't think there really is much you can do now. The time to dispute the debit card payment also being included into the e-gift card would have been at the time. By not saying anything it appears you have accepted that.

Olinda99

not convinced you are 'out of time'.

go back and say want the debit card part of the refund repaid to your debit card

regarding the gift card - they should have refunded you with a gift card with equal length of validity of the one you used before expiring

if your original gift card was only two months then giving you a two-month gift card is fair enough and the fact that is expired is really down to you unfortunately. If your original gift card was longer than two months then you should ask for gift card of equal length

powerful_Rogue

Olinda99 said:

not convinced you are 'out of time'.

go back and say want the debit card part of the refund repaid to your debit card

regarding the gift card - they should have refunded you with a gift card with equal length of validity of the one you used before expiring

if your original gift card was only two months then giving you a two-month gift card is fair enough and the fact that is expired is really down to you unfortunately. If your original gift card was longer than two months then you should ask for gift card of equal length

Depends on whether the OP returned under consumer rights or under the Boohoo return policy.

saajan_12

First question is this, as it determines whether you were ever entitled to a refund in your preferred format in the first place delay notwithstanding:

powerful_Rogue said:

Olinda99 said:

not convinced you are 'out of time'.

go back and say want the debit card part of the refund repaid to your debit card

regarding the gift card - they should have refunded you with a gift card with equal length of validity of the one you used before expiring

if your original gift card was only two months then giving you a two-month gift card is fair enough and the fact that is expired is really down to you unfortunately. If your original gift card was longer than two months then you should ask for gift card of equal length

Depends on whether the OP returned under consumer rights or under the Boohoo return policy.

As it was within the same 14 day period, arguably its hard to tell either way if you didn't specify at the time of returning. Under consumer rights, they should have returned to the original payment method less certain delivery costs. 
Under their return policy, it does state that refunds go back to a debit card or Boohoo account credit respectively. No validity period stated for the latter, but at least you could argue for the debit card portion. However it also states that if you disagree with the refund then you have to contact within 28 days.. debatable whether their breach of their T&Cs (by not refunding via debit card) falls under this clause or vs the more subjective parts. 

Okell

Subject to the OP confirming why and when they returned the goods (eg faulty or simple change of mind) I'm inclined to agree with @Olinda99's comment.

ie go back and say you should have got a part gift card part debit card refund, and the refund gift card should have same expiry as the original

@witchynails -  who did you buy from?

born_again

Okell said:

Subject to the OP confirming why and when they returned the goods (eg faulty or simple change of mind) I'm inclined to agree with @Olinda99's comment.

ie go back and say you should have got a part gift card part debit card refund, and the refund gift card should have same expiry as the original

@witchynails -  who did you buy from?

BooHoo

Guessing a mention of a complaint 3 months ago & also 2 month valid period for voucher that had expired. That this is going to be a purchase sometime between July & September?

witchynails

Olinda99 said:

not convinced you are 'out of time'.

go back and say want the debit card part of the refund repaid to your debit card

regarding the gift card - they should have refunded you with a gift card with equal length of validity of the one you used before expiring

if your original gift card was only two months then giving you a two-month gift card is fair enough and the fact that is expired is really down to you unfortunately. If your original gift card was longer than two months then you should ask for gift card of equal length

I would have thought that the expiration date would have been longer. If the date was longer I would have had no problem with the way they sent me a refund as I would have used it. The og gift card was one of those that you pick up in the shops and unfortunately I cannot remember the exact expiry date or validity period on them but they are usually quite long. I did try to communicate with them but they stopped responding and with no response to my complaint I’ve hit a bit of a wall. 

witchynails

powerful_Rogue said:

Olinda99 said:

not convinced you are 'out of time'.

go back and say want the debit card part of the refund repaid to your debit card

regarding the gift card - they should have refunded you with a gift card with equal length of validity of the one you used before expiring

if your original gift card was only two months then giving you a two-month gift card is fair enough and the fact that is expired is really down to you unfortunately. If your original gift card was longer than two months then you should ask for gift card of equal length

Depends on whether the OP returned under consumer rights or under the Boohoo return policy.

It would have been under the boohoo return policy for sure. So I have marked this query incorrectly on the forums page but I wasn’t sure which one to pick as there were so many options. 

born_again said:

Okell said:

Subject to the OP confirming why and when they returned the goods (eg faulty or simple change of mind) I'm inclined to agree with @Olinda99's comment.

ie go back and say you should have got a part gift card part debit card refund, and the refund gift card should have same expiry as the original

@witchynails -  who did you buy from?

BooHoo

Guessing a mention of a complaint 3 months ago & also 2 month valid period for voucher that had expired. That this is going to be a purchase sometime between July & September?

You would think it was back then but the original purchase was the end of March. Returned it within their returns policy period. Got the gift certificate at the start of May which expired in July. I didn’t check the email thoroughly enough which I know is my fault otherwise I would have used the code or spoken to them about it. Went on holiday for a month and then when I tried to use it in September it was expired. Reached out to boohoo in September but I got so busy at that point that I forgot about this and tried to deal with it in October where I got ignored and put the complaint in which was also ignored.

I tried to dispute the payment yesterday but I knew I would have no luck and explained to the disputes team exactly what happened and under Visa regulations there was no merchant error but I could perhaps try to contact citizens advice. 

Aylesbury_Duck

I doubt Citizens Advice will be able to help.  They'll have the same knowledge of consumer rights as people on here, and this isn't a matter they would refer to Trading Standards.  

All you can do is persevere with Boohoo in the hope they'll correct what sounds like an error they made back in May.

What's the value involved?