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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:
Itsalmostanaccessory · 07/01/2022 10:00

@Lalliella

Not at all true.

Online orders are entitled to a refund for any reason at all as long as you tell them within 14 days of the day you received it and then return it within another 14 days.

Itsalmostanaccessory · 07/01/2022 10:00

@TheOccupier

Yes, you've just repeated the same thing I said after quoting me.

MapleMay11 · 07/01/2022 10:01

The seller is breaking the law. The legal requirements for online sales are stated here:
www.gov.uk/accepting-returns-and-giving-refunds

Go back to them with this information and demand a refund.

KrisAkabusi · 07/01/2022 10:03

@MapleMay11

The seller is breaking the law. The legal requirements for online sales are stated here: www.gov.uk/accepting-returns-and-giving-refunds

Go back to them with this information and demand a refund.

Read the thread! The OP asked (unwittingly) for the return to be made as a gift card, and even though it was her mistake, has even given £5 compensation by Amazon. How on earth are they breaking the law?!
Itsalmostanaccessory · 07/01/2022 10:04

@MapleMay11

No, they are not. Amazon offer you a refund back to your bank account. They also offer you the option of a gift card because it is instant. You choose.
They'll give the money back no problem, but they do offer you a gift card if you would prefer. The OP chose the gift card. If you choose that then you arent allowed to also have it back in your bank account.

They arent breaking any law. They are offering an additional choice and it is up to the consumer. The OP picked gift card and is now moaning about her mistake.

errnerrcallnernnernnern · 07/01/2022 10:14

@Yousillything

Well I don’t recall clicking that option Star81, but you could be correct. Many years ago they did something with Prime that meant many people didn’t realise they’d signed up until they were invoiced for it. It was a massive media thing and they had to give loads of money back
It’s not really an option when you get refund, they’re quite cheeky as they automatically check the gift balance box.
MapleMay11 · 07/01/2022 10:23

@KrisAkabusi *
@Itsalmostanaccessory *

She has the right to change her mind and receive a refund instead.

CorrBlimeyGG · 07/01/2022 10:25

It’s not really an option when you get refund, they’re quite cheeky as they automatically check the gift balance box.

But you do need to tick to agree to that option.

Sorry OP, you selected the credit option, Amazon have been generous in giving you an additional £5 for what was essentially your error.

CorrBlimeyGG · 07/01/2022 10:26

She has the right to change her mind and receive a refund instead.

Not after the event, it's too late once the refund has been processed.

They might do it as a goodwill gesture, but that would be at their discretion.

MapleMay11 · 07/01/2022 10:31

*@CorrBlimeyGG *

I disagree. The OP should seek legal advice.

errnerrcallnernnernnern · 07/01/2022 10:34

@CorrBlimeyGG

It’s not really an option when you get refund, they’re quite cheeky as they automatically check the gift balance box.

But you do need to tick to agree to that option.

Sorry OP, you selected the credit option, Amazon have been generous in giving you an additional £5 for what was essentially your error.

I think what they should be doing is automatically checking the debit card refund option and giving the option for Amazon gift balance.

I’ve been almost caught out a few times and it seems very unfair.

errnerrcallnernnernnern · 07/01/2022 10:35

[quote MapleMay11]**@CorrBlimeyGG

I disagree. The OP should seek legal advice.[/quote]
Over a £5 good will gesture?

melj1213 · 07/01/2022 10:43

YABU

You didn't check the right box so that is your fault - amazon are entitled to have the easiest option for them (gift card) as the default refund option and you have to choose if you want them to put it back on your card as that requires more admin for them to do for your mistake.

Once they have issued a refund to a gift card then the process is complete and they can't just take that credit back and issue a cash refund. I work in supermarket customer services and our system is the same - if you get the credit onto a gift card, for whatever reason, we cannot later give you a cash refund and take that gift card back as the system is just not set up for that and once a customer agrees to a credit refund then that is the customer waiving their right to a cash refund (if they're eligible) they don't get to change their mind later on.

Cocomarine · 07/01/2022 10:43

[quote MapleMay11]**@CorrBlimeyGG

I disagree. The OP should seek legal advice.[/quote]
Legal advice? 🤣

KrisAkabusi · 07/01/2022 11:07

[quote MapleMay11]@KrisAkabusi
@Itsalmostanaccessory

She has the right to change her mind and receive a refund instead.[/quote]
No she doesn't. She's already changed her mind after the gift voucher was processed, because Amazon gave her what she asked for. Now you think she should be able to change her mind again, even though she's already up a fiver?

fairylightsandwaxmelts · 07/01/2022 11:38

[quote MapleMay11]**@CorrBlimeyGG

I disagree. The OP should seek legal advice.[/quote]
🤣🤣

MapleMay11 · 07/01/2022 11:42

Legal advice worked for me in the same situation with an online retailer so yep, if she wants her money back that would be the way to go.

SoupDragon · 07/01/2022 11:44

@MapleMay11

Legal advice worked for me in the same situation with an online retailer so yep, if she wants her money back that would be the way to go.
You chose a "store credit" refund, got £5 extra as a goodwill offer and then got legal advice...?
ancientgran · 07/01/2022 11:47

I always choose the gift card refund as it is instant. I sometimes forget to check if refunds have gone back into the bank so I'm happier to see the credit back to me instantly particularly if I want to buy something to replace the thing I've sent back.

I've always found Amazon customer service really good, I found out I was being charged for some online streaming service, they'd taken the money a couple of times. They said I'd clicked for it when I was on Prime but then they checked and said they could see I'd never used it and refunded the money. We came to the conclusion that one of my GC must have clicked on it and they talked me through how to make sure they couldn't do it again and yes I had the refund on a gift card.

ancientgran · 07/01/2022 11:48

@MapleMay11

Legal advice worked for me in the same situation with an online retailer so yep, if she wants her money back that would be the way to go.
So did you choose to have your refund on a gift card and then wanted it in the bank instead?
MapleMay11 · 07/01/2022 11:52

@SoupDragon No, I was given a credit with no choice and told the return had been 'processed' so there was 'nothing they could do' to try to avoid refunding me. The amount was actually around £1,200 but that's irrelevant.

Itsalmostanaccessory · 07/01/2022 11:53

@MapleMay11

Legal advice worked for me in the same situation with an online retailer so yep, if she wants her money back that would be the way to go.
So you chose the option for the refund to be instant as a credit to your online account, then changed your mind and wanted it into your bank, they have you extra as a goodwill gesture and then you got level advice?
SoupDragon · 07/01/2022 11:54

[quote MapleMay11]**@SoupDragon No, I was given a credit with no choice and told the return had been 'processed' so there was 'nothing they could do' to try to avoid refunding me. The amount was actually around £1,200 but that's irrelevant.[/quote]
So, not the same as the OP then.

Itsalmostanaccessory · 07/01/2022 11:54

[quote MapleMay11]**@SoupDragon No, I was given a credit with no choice and told the return had been 'processed' so there was 'nothing they could do' to try to avoid refunding me. The amount was actually around £1,200 but that's irrelevant.[/quote]
Then that isnt the same thing at all.

You had no option. They did break consumer law by refusing a refund of cash back into your account.

That didnt happen here. She had a choice. Instant credit into online account or refund to bank. She picked credit into online account and it has been processed. That's over and done with. She cant change her mind and legal advice will do nothing. They haven't broken any law.

ancientgran · 07/01/2022 12:05

[quote MapleMay11]**@SoupDragon No, I was given a credit with no choice and told the return had been 'processed' so there was 'nothing they could do' to try to avoid refunding me. The amount was actually around £1,200 but that's irrelevant.[/quote]
So you wanted your money back rather than a credit and you were entitled to that. The OP chose to have it back as a credit and now doesn't want that. The two situations aren't the same.

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