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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:

User1685409 · 08/05/2023 18:54

They are sneaky, it should be made a lot clearer

MegaManic · 08/05/2023 19:10

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.

My understanding from what the op has written is that she paid for it on her account and then made the £850 payment to her account via PayPal which is totally different.

Original poster

Nomoreminieggs · 08/05/2023 20:03

I'm getting confused with the whole "made a payment to my account" maybe this is what I did but I wasn't aware. As far as I was aware I was paying £850 for the sideboard via PayPal.

OP posts:

Interested in this thread?

Then you might like threads about this subject:

Home improvement

mc33 · 08/05/2023 20:52

Nomoreminieggs · 08/05/2023 20:03

I'm getting confused with the whole "made a payment to my account" maybe this is what I did but I wasn't aware. As far as I was aware I was paying £850 for the sideboard via PayPal.

It confused me too, but I think what they're saying is: You checked out with your credit account, taking it from your available credit, and then made a payment via PayPal for the £850 which then credited that amount back onto your Next account, which paid it off. Someone correct me if I'm wrong 😅

theemmadilemma · 10/05/2023 08:23

@mc33 You're wrong.

They take payment for the item from PayPal.

Even here, they fail to mention refunds will be against the credit account:

Paypal

Paypal payments will take 2 working days to be applied to your account.
PayPal is a secure payment method you can use to make a payment online. You only need your email address and password to make a payment.
At the moment this facility is only available for UK nextpay accounts and you can choose this method of payment to pay your account balance or to make a payment at the time of your order. You can use PayPal by following these steps:

theemmadilemma · 10/05/2023 08:24

I mean it's vague and can be read that way, but it's not clear.

As a user you believe you are just paying for the item, not paying your credit account.

spottybug · 10/05/2023 08:27

If its Next Pay it says "every new online order will be added to your account"

theemmadilemma · 10/05/2023 08:28

OP, I found this under the PayPal terms which would suggest you can request a refund:

PayPal payments credit the account within 2 working days and you will receive an email to confirm the payment.
If for any reason the payment has been declined, an immediate message will be displayed on the PayPal payment page to indicate this.
If there are any queries you may need to contact PayPal for further assistance.
If the payment does not show on your nextpay account within 2 working days, please check if the amount has been taken from your PayPal account.
If you require a refund for a return you have made, you can email us using our contact formm. On the contact form select ‘Next Directory/Online’, then ‘Other’. Alternatively, if you would like to chat with an advisor please click heree.

Ontheup75 · 10/05/2023 08:30

@Nomoreminieggs as a side issue, as you have so much debt with next maybe spending money on a sideboard should wait. The interest must be costing you a fortune. Get your account paid off before further big spends, then save for the sideboard.

megletthesecond · 10/05/2023 08:33

Wht are you spending 850 on a sideboard when you owe money?
Go to ikea or community furniture / charity shop if you really need the storage.

spottybug · 10/05/2023 08:43

megletthesecond · 10/05/2023 08:33

Wht are you spending 850 on a sideboard when you owe money?
Go to ikea or community furniture / charity shop if you really need the storage.

The point is Next have taken her £850 as she owes them it and she would like it back but it's not clear from t&c

Mammillaria · 10/05/2023 08:57

If you are unable to get Next to process the refund would it be possible to open a dispute through PayPal?

I've just seen the APR on a Next account so, with someone who makes regular payments, it's not really in their interest to have you pay it off early.

I am assuming your £250/month is a minimum payment? So potentially £5,000 outstanding balance? I know you didn't ask for financial advice, but if you leave it where it is, pay PayPal as originally budgeted from and make do with a sideboard/pick one a temporary one from FB Marketplace you will be no worse off and have reduced your debt by 17%.

loudbatperson · 10/05/2023 09:00

From what I understand based on Next Pay and your posts I believe what has happened is:

You ordered online, using your usual Next account, and hence purchasing the sideboard with your Next Pay account. All online orders using your Next Pay account will be added to the account.

You didn't have sufficient available balance available on your Next Pay account to to order the sideboard, so we're instructed to make a PayPal payment.

You believed this payment was directly for the sideboard, however as you ordered via the next pay account it's just a payment on the account, not specifically to that item.

Then when refunded it was applied to your account.

On Next Pay all payments are off the account balance not the individual items. As this sideboard was ordered onto your Next Pay account rather than a non Next Pay account, the credit is credited back to the next pay account, as the PayPal payment actually paid the account not for the item.

How this stands legally, I am not sure. I am also not sure if the terms and checkout make it clear enough, from a legal standpoint, that this would happen.

I would contact and ask again if the payment can be applied back to Pay Pal instead. You may not get anywhere but you may. Be explicit in a concise manner that you intended to purchase the sideboard as a standalone purchase, not add it to the account.

The terms on the site are quite confusing, as they cover Next Pay account transactions and standalone strands too!, hence why some terms say refunds will be applied to Next Pay balance (for orders made on account) and others say refund go to payment method (for orders made via an account which is not next pay).

User1685409 · 10/05/2023 10:34

If you have a Next Pay account it does seem difficult to buy anything without using it so OP probably fell into some trap there

KenAdams · 10/05/2023 11:55

You've had a 14 year debt with them with a minimum payment of £250?! Forget the sideboard, you can't afford it! Your APR must be insane.

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