How to solve this? Brand not registering return

[Giuiraffe98]

So I ordered 3 bracelets with Pandora, different sizes same model to try what's fit my wrist

I returned 2. I get emails yesterday saying refund confirmed for one so I chase it and they say its showing only one returned? However I returned 2 in the same parcel? Nd they said they'd escalated to warehouse

Im a bit annoyed as its £55 and I shouldn't pay it when I've returned!

I've got my postage receipt which shows weight and googled the weight of my bracelet and my receipt correlates to 2 bracelets returned due to weight and I said this to them but I keep getting the same automated response

Anyone got any advice? Dont think I should pay when I've returned but they arent being helpful

Be patient, IME these things do usually resolve themselves, but save all your communication and if it doesn't, lodge it as a dispute with your credit card company. They'll need evidence that you've tried to resolve it.

This happened to me with trainers. Returned two pairs in same parcel (as they had been delivered) and they refunded for one…still not sorted after weeks of “escalation” - just kept telling us to prove we sent two pairs back and the bank wouldn’t refund either.

Go through PayPal if you used it, I go my money back from Under Armour, when my return went missing.

Contact them via social media, you’re more likely to get a response that isn’t automated because they don’t like bad publicity on Facebook or Instagram

I paid with klarna as I was buying 3 returning to and planned to pay off the 1 bracelet I kept when return was processed

However , do i pay it now with my credit card then dispute with them?

Sadly ill now take pictures of everything i return as further evidence. I've submitted a 1 star trust pilot review in the mean time too

I’m not sure Klarna gives you the same protections as debit or credit cards so you may need to pursue it in Small Claims if you get nowhere with your complaint.

I would either pay Klarna or contact them and ask if they can hold the payment while it’s being disputed. If not, it’s best to pay anyway.

Have you told Pandora you have got proof of your postage weight?

Ill contact klarna and see what they say then if not maybe try pay it on my credit card and dispute with them

Yes and I've sent a picture with the postage receipt including weight and explained how its the weight of 2 bracelets etc

And they just keep saying they've escalated to the warehouse team🤦‍♀️

In that case, I’d send a Letter Before Action. Templates are available online..I think the MoneySavingExpert website has one. It’s basically an official letter giving them so long to resolve the issue or you’ll start court action. Before you do go to court, they expect you to have followed certain things, which the LBA covers.

It’s often enough to spur them into action.

I don’t know how it works if you use your credit card to pay a third party (Klarna) in terms of who is liable but it won’t do any harm to pay with that and research if you can pursue it that way.

For Section 75 on credit card, you have to have spent over £100. I think you also get chargeback protection (but not 100% on that) so it’s worth contacting the bank once you’ve paid.