Supplier Delaying Refund

jdj01

We ordered a strimmer and batteries online, and paid about £350 with a debit card. Delivery was being handled by DHL.

The tracking showed the parcel out for delivery and then returned to depot 4 or 5 times over the course of two weeks. No van called at our house or left a card.

We have contacted the vendor and they have agreed in principle to a refund, but will not pay out until DHL have confirmed the goods are being returned - "We have actioned DHL to action return to sender. Once this is confirmed actioned we will issue a refund."

This is what they said yesterday:

"Please be assured I will issue a refund as soon as I am authorised. I am not authorised to issue a refund until the returning shipment shows it is on the way back to us, in case the shipment still gets delivered to you. 

I have chased up DHL this morning regarding actioning of return to sender, so that I can then be authorised to issue you a refund. I will continue to chase DHL until return to sender is actioned and a refund is issued for you. I will update you as soon as a refund is issued."

We are claiming a refund simply because the goods have not been delivered, and I don't think their point about waiting for DHL is relevant. Any thoughts?

Aylesbury_Duck

It is relevant, in the sense that their process won't allow them to refund you until they confirm it hasn't been delivered. It's not great, but from their perspective, if they refund you today and the goods arrive tomorrow, they're then reliant upon you returning the item.

This is one of those situations where waiting a few more days will probably see it sorted. How long have you been waiting so far?

jdj01

Hi - thanks for the speedy response! The original order was on the 27th of March, with delivery due by the 30th.

I was thinking of relevance in terms of distance selling regulations, or whatever they're called.

Aylesbury_Duck

I'd give them a couple of days more from their email of yesterday, and then tell them you expect an immediate refund or you'll contact your card provider for a chargeback.

I don't think the regs around distance selling add anything here, it's a straightforward case of you not having received the goods. If it arrives tomorrow and you no longer want it, then those regulations allow you to return it for a full refund if you haven't used it or gone beyond opening the box to look at it.

jdj01

We paid by debit card, so I didn't think chargeback was an option.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81962324#Comment_81962324

You're probably thinking of section 75, which isn't available for debit card payments, but chargeback is a separate scheme, which does apply to them:

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

jdj01

Thanks @eskbanker I’ve just been looking into it. Very good to know!

born_again

https://forums.moneysavingexpert.com/discussion/comment/81962363#Comment_81962363

15 days on Visa, so OK there. 30 days on mastercard, so a bit longer to wait.

As you know that it is lost & retailer has said they will refund once received back, I would give it a few more days.

As you could end up with retailer refunding & then a refund via chargeback, which is going to leave you to pay them back.

jdj01

Today, I asked the supplier for a timeframe on this, but they came back with the same thing - waiting for confirmation of return from DHL .

I replied to say we will talk to the bank on Friday regarding a chargeback.

jdj01

I just realised the parcel tracking page is still active, and shows it has been returned to sender! Hopefully a refund will appear soon….

I have emailed the supplier in case they haven’t seen it yet!

Jumblebumble

https://forums.moneysavingexpert.com/discussion/comment/81962375#Comment_81962375

Why would this be a problem?

It mitigates against the possibility that the supplier has a loose concept of telling the truth regarding their communications with DHL