Asda Grocery refund not being applied back to the gift card

HannaBananna

Quite a long one this one, so here goes.

My work offer an incentive whereby if you buy your gift cards for certain UK supermarkets, you get a bit of cashback. I use ASDA religiously and can get anywhere between 3-5% cashback on my shopping, which is a big help with COLC and all that.
I noticed that recently, whenever anything did not get delivered, the automated e-mail would say that I have not been charged for the item, however the gift card balance would never reflect that refund going back onto the card. e.g. if i had a card for £100, spent exactly that, an item worth £5 was not delivered as presumably it was out of stock, the gift card would never update to show that £5 going back onto it, it would just get 'lost into the ether'. I usually buy a card every month, with that I will estimate spending on for that month, so I must admit I wasn't really tracking if the refund was going back onto the cards, as it was difficult to tell. (I have now found out that you can register gift cards to view transactions, but again, busy parent, working full time, bit of a hassle no?). I would in blind faith just believe the automated e-mails to say that I have not been charged for the item(s) that didn't show up, and believe them in blind faith.
Now, when the amounts were adding up, e.g. items for £8/9 naturally I started to do a bit of digging. I went through all of my orders where I have used gift cards in the last 12 months, and found that actually I am owed over £100 for items that were not delivered, and I stupidly believed the emails that stated they have not charged me for these items. 
I have made several attempts to resolve this matter over the phone with Asda customer services, which lead to some very very frustrated calls, with no-one seemingly bothered about 1. my issue, and 2. that this issue that MUST be affecting a number of ASDA customers out there?
All I have been offered is a £10 gift voucher, with a £5 top up from a manager as a good will gesture. I have tried to escalate this issue and e-mail their CEO / CCO to no avail. 
I guess what I would like to know is, if anyone else has found this issue, and if you got any sort of credit back? It does seem that they have just recently change their policy on only charging for items that are actually delivered, which seems to have resolved the issue, but also, I could really do with the £100 I feel that I am owed back?

Keen to see if others are in the same boat.

35har1old

HannaBananna said:

Quite a long one this one, so here goes.

My work offer an incentive whereby if you buy your gift cards for certain UK supermarkets, you get a bit of cashback. I use ASDA religiously and can get anywhere between 3-5% cashback on my shopping, which is a big help with COLC and all that.
I noticed that recently, whenever anything did not get delivered, the automated e-mail would say that I have not been charged for the item, however the gift card balance would never reflect that refund going back onto the card. e.g. if i had a card for £100, spent exactly that, an item worth £5 was not delivered as presumably it was out of stock, the gift card would never update to show that £5 going back onto it, it would just get 'lost into the ether'. I usually buy a card every month, with that I will estimate spending on for that month, so I must admit I wasn't really tracking if the refund was going back onto the cards, as it was difficult to tell. (I have now found out that you can register gift cards to view transactions, but again, busy parent, working full time, bit of a hassle no?). I would in blind faith just believe the automated e-mails to say that I have not been charged for the item(s) that didn't show up, and believe them in blind faith.
Now, when the amounts were adding up, e.g. items for £8/9 naturally I started to do a bit of digging. I went through all of my orders where I have used gift cards in the last 12 months, and found that actually I am owed over £100 for items that were not delivered, and I stupidly believed the emails that stated they have not charged me for these items. 
I have made several attempts to resolve this matter over the phone with Asda customer services, which lead to some very very frustrated calls, with no-one seemingly bothered about 1. my issue, and 2. that this issue that MUST be affecting a number of ASDA customers out there?
All I have been offered is a £10 gift voucher, with a £5 top up from a manager as a good will gesture. I have tried to escalate this issue and e-mail their CEO / CCO to no avail. 
I guess what I would like to know is, if anyone else has found this issue, and if you got any sort of credit back? It does seem that they have just recently change their policy on only charging for items that are actually delivered, which seems to have resolved the issue, but also, I could really do with the £100 I feel that I am owed back?

Keen to see if others are in the same boat.

I don't think it is possible for Asda to refund to original gift card.
As if you return a item to store the refund is added to a new gift card
Have you asked the company that supplies the cards if money has been refunded to them.
Have you a account with this company?If so have you checked if you have cashback balance

Largs

Its been a long time since I done home shopping with ASDA but what I seem to remember, the order was not really finialised and "charged" until the very end.  So although there were out of stock or substitutions I didn't have multiple debits/credits, just 1 transation that reflected what they had done with the order as I received it.  Only time I was due anything refunded was what I handed back to the driver on my doorstep.

I'm not saying ASDA are correct here and you are wrong, its just like I said, the order was finalised right as the end of their process and that is what I was charged in the end.  

Did you know if you register the gift card on ASDA website you can see all the transactions going through the gift card?  Not sure if that would help and hope you get to the bottom of it.

Farway

Largs said:

Its been a long time since I done home shopping with ASDA but what I seem to remember, the order was not really finialised and "charged" until the very end.  So although there were out of stock or substitutions I didn't have multiple debits/credits, just 1 transation that reflected what they had done with the order as I received it.  Only time I was due anything refunded was what I handed back to the driver on my doorstep.

I'm not saying ASDA are correct here and you are wrong, its just like I said, the order was finalised right as the end of their process and that is what I was charged in the end.  

Did you know if you register the gift card on ASDA website you can see all the transactions going through the gift card?  Not sure if that would help and hope you get to the bottom of it.

I use Asda regularly, recent changes mean the money is taken when goods delivered or collected

If you look here, you'll see details

https://support.asda.com/help/faq/charges-authorisations-and-payments

You may be the exception, of course

35har1old

Farway said:

Largs said:

Its been a long time since I done home shopping with ASDA but what I seem to remember, the order was not really finialised and "charged" until the very end.  So although there were out of stock or substitutions I didn't have multiple debits/credits, just 1 transation that reflected what they had done with the order as I received it.  Only time I was due anything refunded was what I handed back to the driver on my doorstep.

I'm not saying ASDA are correct here and you are wrong, its just like I said, the order was finalised right as the end of their process and that is what I was charged in the end.  

Did you know if you register the gift card on ASDA website you can see all the transactions going through the gift card?  Not sure if that would help and hope you get to the bottom of it.

I use Asda regularly, recent changes mean the money is taken when goods delivered or collected

If you look here, you'll see details

https://support.asda.com/help/faq/charges-authorisations-and-payments

You may be the exception, of course

Card being referred to are credit or debit cards refers to requesting authorisation from your bank
Gift cards are not connected to a bank.
As to the paying by gift card it states keep it until you get your order.Otherwise any refunds made will go onto a evoucher
If your order starts with 7000 it will only be taken when you receive the order. That suggest there are times it it is taken at time of order and you then  have to ask for a refund
Gift cards bought through discount schemes Asda may not have the ability to refund to them

angieb15edin

I had a problem last week where the order showed as accepted on the website but received no confirmation of it and they said that was no trace of it on the system and to order again which I did
both orders have been deducted from my gift card balance and despite contacting them am still waiting for a refund 
in my opinion a week is too long for this to be rectified 
we are fortunate enough to not be dependent on getting this money back quickly but can imagine how awful it would be if you were on a tight budget