Argos Refund

theduf82

I made some purchases over Christmas and returned a couple of items one of the items hasn't been refunded onto my Argos card, I no longer have the refund confirmation receipt they apparently gave me and are saying they can't refund it without this. They're also saying they have no information on any returns I made which is madness I returned two items from two separate orders at the same time and they have refunded one of them already so I don't see how they can't have the information of when they were returned. What is the next steps I can take because the store manager is nothing more than rude and snotty and customer care is atrocious telling me I need to settle in store.

eskbanker

theduf82 said:

I no longer have the refund confirmation receipt they apparently gave me and are saying they can't refund it without this.

Do you recall this being issued or not?  I can understand that without this, it's going to be your word against theirs....

born_again

theduf82 said:

I made some purchases over Christmas and returned a couple of items one of the items hasn't been refunded onto my Argos card, I no longer have the refund confirmation receipt they apparently gave me and are saying they can't refund it without this. They're also saying they have no information on any returns I made which is madness I returned two items from two separate orders at the same time and they have refunded one of them already so I don't see how they can't have the information of when they were returned. What is the next steps I can take because the store manager is nothing more than rude and snotty and customer care is atrocious telling me I need to settle in store.

Did it list both items on there?

FlorayG

The difficulty is that Argos cards are no longer managed by Argos, they are run through a third party called NewDay Group. It might be worth contacting them, because if Argos processed the refund correctly and you didn't get the money it would seem it's not actually Argos' fault.  See if NewDay received the refund request; if they didn't, then you can go back to the store and try again. Don't bother with customer care, this isn't their issue

Okell

I assume this is an instore purchase and return subject to whatever Argos' own refunds policy says?

Alderbank

FlorayG said:

The difficulty is that Argos cards are no longer managed by Argos, they are run through a third party called NewDay Group. It might be worth contacting them, because if Argos processed the refund correctly and you didn't get the money it would seem it's not actually Argos' fault.  See if NewDay received the refund request; if they didn't, then you can go back to the store and try again. Don't bother with customer care, this isn't their issue

This is currently a work in progress.

In November Sainsburys announced it was selling its Argos Financial Services (AFS) cards portfolio to NewDay Group. They said they expected the deal to be completed by the end of March 2025.

Perhaps doing this over the Christmas period was not the best timing?

timmy963

This is fairly easy for the Argos store to check whether something has been processed correctly, as long as it was returned in store, in person.

All they have to do is use their ereceipt portal which can pull any store transaction made across the business which can be narrowed down using any combination of item number, last 4 card details, date, store, price etc and it will pull everything up which matches.

If you go to the store which you returned it, they should be able to also print you an exact copy of the receipt with all the transaction details using their RetailJ application, providing they can find the correct details via the ereceipt portal.

I used to do this all the time in the store I worked at; it's a 5 minute job providing you have some details of what you returned and when.

Alderbank

timmy963 said:

This is fairly easy for the Argos store to check whether something has been processed correctly, as long as it was returned in store, in person.

All they have to do is use their ereceipt portal which can pull any store transaction made across the business which can be narrowed down using any combination of item number, last 4 card details, date, store, price etc and it will pull everything up which matches.

If you go to the store which you returned it, they should be able to also print you an exact copy of the receipt with all the transaction details using their RetailJ application, providing they can find the correct details via the ereceipt portal.

I used to do this all the time in the store I worked at; it's a 5 minute job providing you have some details of what you returned and when.

You say you used to do this, is that still the same with NewDay?

FlorayG

Alderbank said:

timmy963 said:

This is fairly easy for the Argos store to check whether something has been processed correctly, as long as it was returned in store, in person.

All they have to do is use their ereceipt portal which can pull any store transaction made across the business which can be narrowed down using any combination of item number, last 4 card details, date, store, price etc and it will pull everything up which matches.

If you go to the store which you returned it, they should be able to also print you an exact copy of the receipt with all the transaction details using their RetailJ application, providing they can find the correct details via the ereceipt portal.

I used to do this all the time in the store I worked at; it's a 5 minute job providing you have some details of what you returned and when.

You say you used to do this, is that still the same with NewDay?

The actual refund process in store is nothing to do with the card provider. @timmy963 is correct, and colleague in store should be able to retrieve the transaction and give the customer the detail. If more than one item was returned and some but not all items were refunded I would think the process in store was correct and the card issuer is at fault

eskbanker

Unless I've misunderstood OP, the issue isn't so much 'can Argos find the details' but 'what can the customer do if Argos deny everything and the customer has no proof of returning the item'?

born_again

FlorayG said:

Alderbank said:

timmy963 said:

This is fairly easy for the Argos store to check whether something has been processed correctly, as long as it was returned in store, in person.

All they have to do is use their ereceipt portal which can pull any store transaction made across the business which can be narrowed down using any combination of item number, last 4 card details, date, store, price etc and it will pull everything up which matches.

If you go to the store which you returned it, they should be able to also print you an exact copy of the receipt with all the transaction details using their RetailJ application, providing they can find the correct details via the ereceipt portal.

I used to do this all the time in the store I worked at; it's a 5 minute job providing you have some details of what you returned and when.

You say you used to do this, is that still the same with NewDay?

The actual refund process in store is nothing to do with the card provider. @timmy963 is correct, and colleague in store should be able to retrieve the transaction and give the customer the detail. If more than one item was returned and some but not all items were refunded I would think the process in store was correct and the card issuer is at fault

Card issuer only receives the amount the retailer enters into the terminal. A credit is unauthorised & all in the retailers control.