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Original poster

Next return

65 replies

Nomoreminieggs · 06/05/2023 21:25

Hi all,

Was hoping for a bit of advice. I purchased a piece of furniture from next. It cost £850. I purchased online via my account but I paid via PayPal...the whole £850.
The item was returned and they have credited my account with £850!
I wanted it refunded to my original payment method because I need the £850 to purchase the furniture elsewhere.
Can Next actually do this??

OP posts:
Doggymummar · 08/05/2023 14:07

How much do you/did you owe next?

Original poster
Nomoreminieggs · 08/05/2023 14:09

I am quite far into my account (so more than I would like 🙈). However I make all the payments and never miss any. I did not under any circumstances realise that If I ordered an item from there using PayPal, they wouldn't refund me to PayPal. I didn't choose to make an £850 payment to my account! Surely hey should discuss this first.

OP posts:
Modda · 08/05/2023 14:10

@porkchopsandwiches can you message OP with your direct live number at work so you can sort this?

It's making Next look shit.

Interested in this thread?

Then you might like threads about this subject:

Home improvement
TheSeer · 08/05/2023 14:11

Legally they can do this, as your analogy with Natwest, they are allowed to offset debts

Original poster
Nomoreminieggs · 08/05/2023 14:13

I'm really annoyed. Granted I have a next account and owe money on it but as stated, I do make all my payments (presumably its in Nexts interest that I take as long as possible to pay my account, given the interest rates).
If they are not going to refund the original payment method, they should tell you this at the time of purchase. I would NEVER have placed an order with them.

OP posts:
spottybug · 08/05/2023 14:15

Did you owe them £850? I guess they saw that as payment

spottybug · 08/05/2023 14:16

Modda · 08/05/2023 14:10

@porkchopsandwiches can you message OP with your direct live number at work so you can sort this?

It's making Next look shit.

Yeah that would be helpful. Or maybe OP could tell them one of their representatives have said on mumsnet that they've got it wrong

gab254 · 08/05/2023 14:18

Nomoreminieggs · 08/05/2023 14:04

@gab254 😢 oh no. They reay need to make this clear. I thought they had to refund you to your original payment method. As I paid via PayPal, I should be refunded via PayPal.

I thought the same thing, I assumed I'd get it back to my original payment method. It was incredibly frustrating. Luckily for me it was under £50 I think

callmemavis · 08/05/2023 14:21

porkchopsandwiches · 06/05/2023 22:20

OK op I work for Next customer services and I am very sorry your refund was not refunded back to your original payment method.

This sounds like you had 2 accounts with Next, an credit account and a cash account.

The error has occurred that you used your credit account by mistake.

Don't worry you are we will refund the £850 back to your PayPal account. Due to FCA.

I hope I have now resolved this for you today.

Hmm

OP that’s really weird and cheeky of them! I would never have thought they’d be able to do that

Whyevencare · 08/05/2023 14:44

I would open a dispute with PayPal as I find it hard to believe Next can get away with that.

Parkingt111 · 08/05/2023 14:49

I once ordered something on my next credit account with PayPal. I returned the items and as with you the refund came back to my credit account. I called them and asked them to have it sent back to my PayPal and they did so without any issues.

MandyMotherOfBrian · 08/05/2023 14:51

They do state this in their terms and conditions - that any refunds will be set against any outstanding amount that you owe them. I’ve no idea of the legalities of that though. I only know it’s in their T&Cs as I also got caught out like this once before.

MandyMotherOfBrian · 08/05/2023 15:13

Actually thinking about it, is your Next Directory Account at (or very near) its limit? And did you order the item online and it said ‘you will have to make an additional payment’?. IE you had GBP0 available in your Next Directory Account. If you did, then basically you have used your Next Directory Account - even though you feel you didn’t - after paying off GBP850.00 via PayPal from your card). That means you then had GBP850 available in your Next Directory Account. You used that to purchase the item. You then returned the item and Next refunded the GBP850 to your Next Directory Account. So they have refunded the same method of payment - you used your Next Directory Account to pay and they have refunded your Next Directory Account. The only thing I can see that is not ok is if your credit agreement with Next says there is a certain amount due each month on a certain date. If you don’t actually owe them GBP850 as of the refund date - as per your credit agreement with them - they shouldn’t be taking it as an ad hoc payment?

User1685409 · 08/05/2023 15:41

I found this in their T&Cs, it looks like there is a number you can ring OP to get it repaid to your original method of payment

https://zendesk.next.co.uk/hc/en-gb/articles/4407489437073-Refunds#:~:text=If%20you%20have%20a%20Nextpay,the%20method%20used%20for%20payment.

MegaManic · 08/05/2023 15:48

Nomoreminieggs · 06/05/2023 21:25

Hi all,

Was hoping for a bit of advice. I purchased a piece of furniture from next. It cost £850. I purchased online via my account but I paid via PayPal...the whole £850.
The item was returned and they have credited my account with £850!
I wanted it refunded to my original payment method because I need the £850 to purchase the furniture elsewhere.
Can Next actually do this??

If you have a credit on your account you can request they pay it to your bank account.

MegaManic · 08/05/2023 15:51

Nomoreminieggs · 08/05/2023 14:13

I'm really annoyed. Granted I have a next account and owe money on it but as stated, I do make all my payments (presumably its in Nexts interest that I take as long as possible to pay my account, given the interest rates).
If they are not going to refund the original payment method, they should tell you this at the time of purchase. I would NEVER have placed an order with them.

Do you have a credit of £850 on your account? If so they are required to refund you If the £850 offset money you already owed then would you not have paid it fairly soon or did you leave a debit balance on your account long term?

Original poster
Nomoreminieggs · 08/05/2023 16:01

So I have had an account with Next for around 14 years and I pretty much always owe money on it (bad I know). I've paid it off then start using it again!
So I am upto the limit on my credit account, maybe this is this issue? However as stated, I always pay monthly (and have for years) and never missed a payment. I'm not over the limit and was due to make a £250 payment anyway. They have never contacted me and said that I need to make additional immediate payments etc and I'm just annoyed because if I had known this then I would not have bought the item from Next. I always assumed that when refunded the refund always goes back to your original payment method (unless it's outside of the return date etc and you end up with store credit).

OP posts:
Doggymummar · 08/05/2023 16:07

So do you have a credit now or still a debt? If you are in credit they will refund it. If not then you have saved a lot of interest and still have 4 months interest free to repay PayPal.

User1685409 · 08/05/2023 16:13

I would have also expected to get the original method refunded but it seems if you have a Next account, however you pay, whether it's card, PayPal or gift card the refund goes back to the Next account

Crunchymum · 08/05/2023 16:19

If you owe £850 on your Next account then they've taken it to pay that.

Not sure you'll be able to get it back. There'll be something written into the contract you signed with them.

Hopefully this has cleared the account? If not clear it ASAP and close your account.

spottybug · 08/05/2023 16:19

If your account is in credit you can ask for it back. If not then yeah makes sense they'd want their money paid off

spottybug · 08/05/2023 16:20

User1685409 · 08/05/2023 16:13

I would have also expected to get the original method refunded but it seems if you have a Next account, however you pay, whether it's card, PayPal or gift card the refund goes back to the Next account

I think that's because you top up your next account them pay worth that

MogHog · 08/05/2023 16:24

Used to work for Next, sounds like you have used your Next credit account to purchase the sofa. Then paid £850 via PayPal to your credit account in your mind to cover the cost?
So they are rightly crediting your account as thats the way it was purchased whether you made a payment straight away to cover it or not..you in reality just made a large payment off your credit account.
The only way to buy something without using your credit account if you have one would be to log in as a guest or using a different email address to the one registered to your account otherwise it will automatically go on to your account

SunnySaturdayMorning · 08/05/2023 17:13

To be honest if you’re in debt with Next you should be prioritising that; you clearly have the money as you were wanting to spend £850 on a sideboard.

theemmadilemma · 08/05/2023 17:37

Op I agree it's pretty disgusting and should be clearer.

People aren't reading correctly I don't think, but it's a very sneaky way of taking money back without the end user properly agreeing. It should be much cleaner.

To be clear, OP has a credit account, if is up to date, no payments outstanding/owing. Within credit limit. However OP paid using PayPal rather than using her credit account. On return of the item Next will only refund to your credit account regardless of its status or your original payment method. Leaving OP £850 out of pocket without understanding that's what would happen.

I think it's sneaky. I don't remember seeing any warning when I paid using PayPal. I expect this clause is buried in the T&C's.