Store withholding refund

Esse85

Last month I purchased a bed in a chain store in Dublin costing over €1200, I was told there was a 6 week wait for them to get more stock.

Within 3 days I'd a change of financial circumstances and needed to cancel the order and return down the country.

I contacted the store and explained why I'd to cancel, they said that's fine, but they can only issue a refund to the card I paid with and I'd have to return to the store.

I explained this wasn't possible with travel restrictions and was told there's nothing they can do.

I could do with having this €1200 to my name and not have to wait at least 6 more weeks for the travel restrictions to end before I can call in store for the refund.

Any advice on what other options I might have?

rapul

Go tomorrow before travel restrictions are in?

Edit, unless your near the border then I understand but just go 2moro if the cops stop you just tell them, it's not like your taking the piss, they won't fine you for going to a shop to get a refund you are owed in such harsh times

Sonic the Shaghog

Could you not get a charge back by the bank?

Esse85

rapul wrote: »

Go tomorrow before travel restrictions are in?

Edit, unless your near the border then I understand but just go 2moro if the cops stop you just tell them, it's not like your taking the piss, they won't fine you for going to a shop to get a refund you are owed in such harsh times

I can't just drop everything and drive 3 hours to the store and then another 3 back home.

rapul

Esse85 wrote: »

I can't just drop everything and drive 3 hours to the store and then another 3 back home.

Sorry just trying to throw an option out there, goodluck getting your money back however.
But I would drive 6 hours for 1200

Esse85

Sonic the Shaghog wrote: »

Could you not get a charge back by the bank?

It's not yet something I've considered. I'll see is there any other suggestions before doing that.

I tried to get my bank TSB to do a charge back on a hotel in Portugal that wouldn't refund me when they cancelled the trip in April, they'd only issue a credit note and the bank were zero help that time.

Godeatsboogers

6 driving hours for 1200 euro you could use, sounds like an essential enjoyable day trip to me

CH3OH

Esse85 wrote: »

I can't just drop everything and drive 3 hours to the store and then another 3 back home.

The store is being fairly reasonable.
They are offering a refund when really they don't have to.
I'd drive first thing and get the money back.
I wouldn't think twice about it

I don't think you have any grounds for a chargeback

Thread title needs to be changed.

Esse85

Godeatsboogers wrote: »

6 driving hours for 1200 euro you could use, sounds like an essential enjoyable day trip to me

I've work commitments and simply cannot drop everything with no notice.
I really don't want to bump into several garda checkpoints either and tell them the same story multiple times.

MrMusician18

Esse85 wrote: »

I've work commitments and simply cannot drop everything with no notice.
I really don't want to bump into several garda checkpoints either and tell them the same story multiple times.

If I were you OP, I'd be going as soon as possible. The longer this goes on the less likely it is that you'll see your money. They're not even obliged to refund you.

And its hardly no notice, you'd a month to get this resolved.

Afroshack

But what exactly do you want the store to do? They are perfectly willing to refund you but you have to go and physically get the money. It would be exactly the same if it were a cash refund. How exactly are you going to get the money otherwise? Are they meant to post it? Send it via carrier pigeon?

killbillvol2

Esse85 wrote: »

I've work commitments and simply cannot drop everything with no notice.
I really don't want to bump into several garda checkpoints either and tell them the same story multiple times.

So at no stage in the last month did you have time to go back to the store. Right.

And your thread title is completely inaccurate.

Afroshack

The thread title is totally misleading btw. They are not withholding anything from you. You want the refund, so go and get the refund.

Purple Mountain

CH3OH wrote: »

The store is being fairly reasonable.
They are offering a refund when really they don't have to.
I'd drive first thing and get the money back.
I wouldn't think twice about it

I don't think you have any grounds for a chargeback

I can't imagine grounds for a charge back on a change of mind either.

emeldc

Esse85 wrote: »

I've work commitments and simply cannot drop everything with no notice.
I really don't want to bump into several garda checkpoints either and tell them the same story multiple times.

Did you ask the store if they could drive out to you so that you wouldn’t be unduly inconvenienced.

Duke of Url

Esse85 wrote: »

I've work commitments and simply cannot drop everything with no notice.
I really don't want to bump into several garda checkpoints either and tell them the same story multiple times.

Within 3 days of paying your circumstances changed?

Esse85

I've been following the guidelines and deciding not to travel or make un-necessary journeys as its not life or death.

I was hoping given the modern technology we have that the refund could be put back on my card, transferred into my account, cheque sent out etc.

GerardKeating

Esse85 wrote: »

I contacted the store and explained why I'd to cancel, they said that's fine, but they can only issue a refund to the card I paid with and I'd have to return to the store.

This is entirely correct, if you pay by card, they will only refund to the same card, this is to protect them from credit card fraud.

And many card terminals do not allow card not present transactions.

Remember, you have no legal right to a refund in this case, since it is a "change of mind"

Purple Mountain

Esse85 wrote: »

I've been following the guidelines and deciding not to travel or make un-necessary journeys as its not life or death.

I was hoping given the modern technology we have that the refund could be put back on my card, transferred into my account, cheque sent out etc.

Was going to view the bed and purchase the bed a necessary journey though?
I'd imagine it's no different to going back to get refund on said bed.

Esse85

Duke of Url wrote: »

Within 3 days of paying your circumstances changed?

Yes a family member lost their job.
Happens to thousands of people weekly.

Esse85

Purple Mountain wrote: »

Was going to view the bed and purchase the bed a necessary journey though?
I'd imagine it's no different to going back to get refund on said bed.

I was living in the area at the time and since moved down the country.

Nigzcurran

#toolazy

Purple Mountain

Sounds like you'll have to forfeit the €1,200 then.

Duke of Url

Esse85 wrote: »

Yes a family member lost their job.
Happens to thousands of people weekly.

You said “ I've work commitments and simply cannot drop everything with no notice”

But you have had the past few weeks to go and collect your refund or not?

28064212

GerardKeating wrote: »

Remember, you have no legal right to a refund in this case, since it is a "change of mind"

That's not quite true. It's correct that there is no recourse under the Sale of Goods and Services Act, but if the store has a returns/change of mind policy in place, they are bound by those conditions. Assuming the store has such a policy, and the OP followed the conditions of said policy, they do have a legal right to a refund. However, unless the policy includes a provision for "remote" refunds, it doesn't solve their problem.

Duke of Url

Esse85 wrote: »

I was living in the area at the time and since moved down the country.

You moved within the 3 days of paying the store 1200?

Esse85

28064212 wrote: »

That's not quite true. It's correct that there is no recourse under the Sale of Goods and Services Act, but if the store has a returns/change of mind policy in place, they are bound by those conditions. Assuming the store has such a policy, and the OP followed the conditions of said policy, they do have a legal right to a refund. However, unless the policy includes a provision for "remote" refunds, it doesn't solve their problem.

Best contribution thanks.
I am entitled to a refund via the payment I originally used as per their website.
But like you said it doesn't solve the issue I have which is returning to the physical store 3 hours away with travel restrictions in place the last number of weeks and for the foreseeable future.

Poorside

Stores should not actually be offering either payment or refunds over the phone these days as it's against GDPR laws.
Not much help I know, just giving the info.

28064212

Poorside wrote: »

Stores should not actually be offering either payment or refunds over the phone these days as it's against GDPR laws.
Not much help I know, just giving the info.

That is just completely and utterly wrong. There are absolutely no GDPR regulations against accepting payment over the phone. There are regulations around the storage and processing of that information, but many, many, many businesses that take phone payments are GDPR-compliant

emeldc

Esse85 wrote: »

Best contribution thanks.
I am entitled to a refund via the payment I originally used as per their website.
But like you said it doesn't solve the issue I have which is returning to the physical store 3 hours away with travel restrictions in place the last number of weeks and for the foreseeable future.

It’ll be grand sure. Just pray the store don’t go out of business due to all the Covid restrictions. Then you’ll get fcuk all. I’m in Retail and trust me, most of us are hanging on for dear life. Take the morning off work, leave at 6am and you’ll be back to work in time for lunch. Or don’t. It’s your money.

GerardKeating

GerardKeating wrote: »

And many card terminals do not allow card not present transactions.

Poorside wrote: »

Stores should not actually be offering either payment or refunds over the phone these days as it's against GDPR laws.
Not much help I know, just giving the info.

Nope, there is no GDPR issue with card no present refunds, many retailers take many orders over the phone every day.

But not all card terminals allow card not present refunds, so they might not actualy be able to do it.

SteM

Poorside wrote: »

Stores should not actually be offering either payment or refunds over the phone these days as it's against GDPR laws.
Not much help I know, just giving the info.

Doctors surgeries up and down the country have been taking card payments over the phone for remote consultations over the last few months. Have they all been breaking the law?

Poorside

28064212 wrote: »

That is just completely and utterly wrong. There are absolutely no GDPR regulations against accepting payment over the phone. There are regulations around the storage and processing of that information, but many, many, many businesses that take phone payments are GDPR-compliant

Well you're completely utterly wrong, you've even said it in your own post, regulations around taking and storing details, any new machines cannot take payment over the phone as it breaches GDPR, customer needs to be physically there as there is no option to just input the card number as there used to be.
I deal with this every single day.

Poorside

GerardKeating wrote: »

Nope, there is no GDPR issue with card no present refunds, many retailers take many orders over the phone every day.

But not all card terminals allow card not present refunds, so they might not actualy be able to do it.

Old machines allow it, any that have been issued within the last year don't have that facility.

emeldc

Poorside wrote: »

Well you're completely utterly wrong, you've even said it in your own post, regulations around taking and storing details, any new machines cannot take payment over the phone as it breaches GDPR, customer needs to be physically there as there is no option to just input the card number as there used to be.
I deal with this every single day.

So do I. I took two card payments over the phone today. Don’t know what kind of a terminal you have.

Esse85

No need to go off topic here discussing if GDPR details are broken taking payment via the phone.

I came on to see was there any other options to get the refund, sounds like there's not, that's fine. Thanks for the helpful replies.

Mods, lock it up.

emeldc

Poorside wrote: »

Old machines allow it, any that have been issued within the last year don't have that facility.

Not wanting to derail the thread but how do we all buy sh1t on the internet.

bucketybuck

Esse85 wrote: »

Yes a family member lost their job.

Sounds like they have time on their hands then, give them the card and get them to go.

28064212

Poorside wrote: »

Well you're completely utterly wrong, you've even said it in your own post, regulations around taking and storing details, any new machines cannot take payment over the phone as it breaches GDPR, customer needs to be physically there as there is no option to just input the card number as there used to be.
I deal with this every single day.

Some new machines do not have an option to input the number. Many of them do, it's entirely dependent on your terminal provider, and has absolutely nothing to do with GDPR.

GDPR means someone can't take card details over the phone, write them down on a notepad, and leave it on their desk where anyone can see the details. It means they can't have an improperly secured database of card numbers that is liable to being hacked. It means they can't hold on to someone's card details longer than is needed for the transaction (or for the length of their account in the case of future payments). It absolutely does not mean phone payments are no longer allowed.

Go and do a google search for "gdpr phone payments". You will get dozens of results for how to be GDPR compliant while taking payment over the phone. Find a single link saying anything supporting what you're claiming

Mumm_ra

If you can't make it you can't make it. Wait till after lockdown. If the store is unfortunate enough not to survive I'd say you have chargeback options if they do and are good enough to still process it you will have the money for Christmas.

CH3OH

I'd actually suggest closing the thread.
The OP came looking to hear one thing.
She hasn't heard it yet
You have one day to get your refund
Don't waste it.

Sonic the Shaghog

Sonic the Shaghog wrote: »

Could you not get a charge back by the bank?

Banks won't do that without evidence that to tried yourself.

Refunding to the original card is a standard requirement for anti fraud purposes so no bank is going to chargeback because of it.

JeffKenna

For €1,200 I'd be trying to find someone and give them €100 to get to the store with your card tomorrow. Could easily fold after the next 6 weeks.

noodler

Very misleading thread title

Sleeper12

Esse85 wrote:

I can't just drop everything and drive 3 hours to the store and then another 3 back home.

Not even for 1200?

Store is happy to give you a full refund. Payment has to be refunded in the same way that you gave it. If you paid cash then it would be a cash refund. You paid by card and they need your card to reverse the sale.

I don't see what the problem is tbh.

Something that might change your mind is that possibly the store might not be there in 6 weeks. Businesses are folding left right & centre at the moment. Personally I'd be waiting for the store to open tomorrow and I'd be their first customer of the day

Sleeper12

28064212 wrote:

That's not quite true. It's correct that there is no recourse under the Sale of Goods and Services Act, but if the store has a returns/change of mind policy in place, they are bound by those conditions. Assuming the store has such a policy, and the OP followed the conditions of said policy, they do have a legal right to a refund. However, unless the policy includes a provision for "remote" refunds, it doesn't solve their problem.

If a store has a generous return policy like that wouldn't you suppose that part of the t&cs will state that the card payment has to be refunded to the card?

rock22

28064212 wrote: »

Some .... It means they can't hold on to someone's card details longer than is needed for the transaction (or for the length of their account in the case of future payments). It absolutely does not mean phone payments are no longer allowed.
...

How does the retailer know that they are refunding to the correct card if they haven't a note of the original card number?

Bikerman2019

Prime example of somebody taking the pee out of a stores cancellation policy. They are offering a refund, they legally don't have to. That is a good customer service policy. However the OP does not want the hassle of returning to the store with the payment card..

If you don't want to do it, just write the money off. Or, as others here have said, get off your ass and go and get it.

Esse85

Level 3 restrictions since first week in October state, don't travel outside your county.

That's why I haven't attempted to get the refund, I'd hoped due to these restrictions an alternative option would be available.

I'd argue the same idiots on here would still be sniping away with their smart arse comments if I said I was doing a 6 hr return drive to get a refund, they'd be the first to say stay at home.

I'm surprised at the volume of petty aggressive unhelpful replies given the times we're in, I know it's boredom from them, looking to create some bit of entertainment.

Telly

Esse85 wrote: »

I'm surprised at the volume of petty aggressive unhelpful replies given the times we're in, I know it's boredom from them, looking to create some bit of entertainment.

People were trying to help you and inform you and you came back with petty and sarcastic replies so you cant blame people for giving it right back to you!