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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Refund AIBU

133 replies

Yousillything · 06/01/2022 23:51

So I made a purchase before Christmas from a large online retailer. When I received it, I knew straight away it wasn’t right, so I returned it the same day with a view to getting a refund.

I knew it could take a week, plus Christmas so I left it until today to chase the refund. They claim they refunded me, and yet it definitely hadn’t reached my bank.

Just found out that they had refunded me in the form of a ‘gift card’. I’m both confused and annoyed. I never paid them with a gift card, and could totally understand that if I’d originally paid using a gift voucher, but I didn’t and this is a massive company that does very well for itself.

I asked for it to be transferred back into my bank, and they had said it’s not possible and that it can be used against my next purchase. Tbh I’m fuming as I wasn’t aware they could just use your refund as a sort of voucher retainer system. AIBU?

OP posts:
CeeceeBloomingdale · 07/01/2022 08:09

Looks like a case of user error.

Lots of people prefer refund to their balance so they can immediately order something else rather than wait for funds to clear on a card. Try the webchat again and quote distance selling regulations but they may say you have accepted the voucher and can't reverse that.

JustUseTheDoorSanta · 07/01/2022 08:13

YABU, it's clear in the process. Is it really that hard for you to buy something else you need from them instead of fussing over your mistake?

feliciabirthgiver · 07/01/2022 08:14

OP did you say earlier that they have also credited you another £5 as goodwill as they can't now move the gift card into a payment to you? If so isn't this a good news story, you selected gift card, got the credit back and realised your mistake they've sent you an extra £5 to atone for the confusion you have experienced. Maybe I'm missing something?

ABCDEF1234 · 07/01/2022 08:16

Although not relevant here as it was an online purchase, it is worth remembering a retailer doesn't (in store) have to give you a cash refund if you are returning it because you have changed your mind. They can offer a credit note and you would have no right to a refund to your bank account.

Gechik · 07/01/2022 08:16

I usually take the gift card option with Amazon if it under about £100 as it is quicker and will quickly get spent but you do have to check the correct box is checked

Itsalmostanaccessory · 07/01/2022 08:19

When you do an online return with amazon, you get the option of how you want it refunded. It says gift card instantly once they receive it, or refund onto your card which takes longer.

Their returns are pretty automated so it would go back onto your card unless you chose the gift card option. Are you sure you didnt do that?

Cocomarine · 07/01/2022 08:21

Everyone Amazon returns I’ve ever done (maybe 10?) there’s been a clear turn box list for refund to my Amazon account or to card I paid with.

Cocomarine · 07/01/2022 08:23

@Itsalmostanaccessory

When you do an online return with amazon, you get the option of how you want it refunded. It says gift card instantly once they receive it, or refund onto your card which takes longer.

Their returns are pretty automated so it would go back onto your card unless you chose the gift card option. Are you sure you didnt do that?

Exactly this. If you do a label free return, you get the money back on your Amazon account once they’d scanned it at the post office too - they don’t even keep you waiting for the physical return to be received and processed. That’s great if you’re a regular Amazon customer - no waiting, no checking.
Lazypuppy · 07/01/2022 08:26

Its not sneaky, its really obvious. The voucher option states it is the quickest route and is normally the top default box, then under it is the option to return to card, which states it will take longer. You probably just left it ticked on the default

DockOTheBay · 07/01/2022 08:27

You made a mistake and they gave you £5 credit to make up for it. I would stop complaining if I were you.

GoBrookeYourself · 07/01/2022 08:32

I voted YANBU until I saw the retailer and then changed to YABU. The box definitely isn’t sneaky, you had the option and chose a gift voucher so it’s not their fault. Please stop trying to pin the blame on them when you didn’t read the pages properly! I also think it was good of them to offer a £5 voucher for something that wasn’t their error and at least you know for next time.

NotSorry · 07/01/2022 08:39

Also the Amazon Prime issue you referred to was again a case of people not reading the terms properly. Amazon refunded those who didn’t understand what they were signing up to, so not sure why you are trying to make that relevant.

YABU OP

FudgeOff · 07/01/2022 08:40

There's a lot to complain about with Amazon, but the refund to gift voucher process isn't one I can get upset about.

Yes, I think they have introduced it as a way to try and keep your spending within their business - but it's clear what they are suggesting and easy enough to change to a cash refund. imo anyway.

doadeer · 07/01/2022 08:53

More and more retailers will be doing instant refund to gift card and slower refund to credit/debit card. Returns are very high and costly they want to try to recoup the costs by keeping the money with them.

MatildaTheCat · 07/01/2022 09:05

@doadeer

More and more retailers will be doing instant refund to gift card and slower refund to credit/debit card. Returns are very high and costly they want to try to recoup the costs by keeping the money with them.
This. Everyone should be on the alert for this to become standard practice.Most companies won’t offer the option either it will be a straightforward gift card refund. Many people are under the impression that they are entitled to a refund without quibble but it is a discretionary benefit which is costing the retailers a fortune. Internet purchasers do, I believe have some additional protection but clearly not an automated right to their money back.
Doomscrolling · 07/01/2022 09:12

YABU

You didn’t pay attention, and chose the gift card option. That’s not Amazon’s fault.

Itsalmostanaccessory · 07/01/2022 09:14

@MatildaTheCat

You're just wrong.
Online purchases have an automatic right to a full refund* in the same method you paid by if you tell them within 14 days of receiving your order. You have a further 14 days to actually return it. That's the law.

They can give you the option of an instant gift card refund alongside the option for the standard refund (which takes longer because of bank processing times). If you choose the gift card option then you waive your right to the cash refund. But they cannot only offer you a gift card if it is an online purchase. It doesnt need to he faulty. You can return for a cash refund for any reason.

*some exemption apply.

TangfasticsAreFantastic · 07/01/2022 09:17

I did an amazon return yesterday and have to admit I nearly missed the options for a refund as I was trying to do it quickly and I've never seen the option before. In my case it was only a £30 item though so even if I had missed it, it wouldn't have been the end of the world.

MatildaTheCat · 07/01/2022 09:21

@Itsalmostanaccessory fair play, I’m not sure of the law as I said, I was simply agreeing with a PP. There was an article in the Times yesterday. This will likely become a common feature even if there is some option to get a cash refund it might not be entirely obvious IYSWIM.

Boden (I think) said each return cost them upwards of £20 to process.

BoodleBug51 · 07/01/2022 09:21

It defaults to that option when I do returns, and have been caught out a few times. It's pretty crafty, so now I'm very careful.

Thewayshetalks · 07/01/2022 09:29

If you do pick the incorrect option for refund to card or voucher you can go in and cancel the return and create a new one for the correct method

Lalliella · 07/01/2022 09:29

You never have an automatic right to a refund unless something is faulty. You need to read the terms and conditions.

TheOccupier · 07/01/2022 09:31

[quote Itsalmostanaccessory]@MatildaTheCat

You're just wrong.
Online purchases have an automatic right to a full refund* in the same method you paid by if you tell them within 14 days of receiving your order. You have a further 14 days to actually return it. That's the law.

They can give you the option of an instant gift card refund alongside the option for the standard refund (which takes longer because of bank processing times). If you choose the gift card option then you waive your right to the cash refund. But they cannot only offer you a gift card if it is an online purchase. It doesnt need to he faulty. You can return for a cash refund for any reason.

*some exemption apply.[/quote]
This is correct. But in this case, the OP has waived that right by telling Amazon she would accept her refund in the form of store credit. She is therefore BU.

SkyBlueBlues · 07/01/2022 09:37

@TheOccupier

This is correct. But in this case, the OP has waived that right by telling Amazon she would accept her refund in the form of store credit. She is therefore BU.

This ^

SkyBlueBlues · 07/01/2022 09:38

@Yousillything

How much was it you spent with this company 'Hamazoon?'

If it was only less than £50, then just leave it, I am sure you'll spend it. And if you ticked the 'pay back as a credit' then how on earth is any of this their fault?

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