You don't get all your money back if you don't return everything

[CrayWolf]

I had this lovely exchange with a customer who made a purchase, and then returned it to us. I'll let it speak for itself.

Hello,

I see the refund on my statement, but received only partial credit. Why is there a $10 difference in the amount charged and the amount of the refund?

You charged me $80, and then you only returned $75?

Best regards,
Andy G

Andy,

The device you purchased originally included an S-Video cable. The cable was not in the box with your return, so the cost of the cable was subtracted from the refund.

If you would like, you can ship us the S-Video cable to obtain a full refund.

Ten bucks for an s-video cable? I want an invoice that shows this purchase. Incredible!

It's very dishonest of you to charge an extra $10 and not send me an invoice, or even notify me.

You ruined a great experience with your company by charging me a mere $10 without telling me. Not to mention it took almost two weeks to get the partial refund. Rest assured I'll remember this if someone asks me to recommend a store like yours!

Please send me that invoice.

Thank you,
Andy G

Andy,

You were sent an invoice with your original shipment. If you no longer have the copy that was shipped to you, you can print one from your account center.

According to our Return Policy, which is printed on that invoice and which you agreed to when you placed your order, we will not provide any refund for a return if all of the original accessories and packaging are not included. However, since only the s-video cable was not returned, we simply subtracted the cost of the cable from the refund (rather than applying no refund at all). This refund was applied within 30 days of receipt of the return.

Below are the relevant portions of the Return Policy. The full policy can be seen on our website.

5. You must return the device according to the requirements listed below. If we do not receive the device according to the requirements below, no refund will be given. Returning the Device without a Return Merchandise Authorization number ("RMA number" or "RMA") does not authorize a refund.

5.1. You must return the Device undamaged and in resalable condition, with all original packaging, documentation and accessory materials.

Send me an invoice for the video cable as I requested. Stop sending me lawyer-talk, I'm not a lawyer.

It's deceptive for you to charge $10 without notifying me first. If you saw the cable was missing, you should have notified me, but you didn't. What a great way to lose customers!

Good Luck.

Andy G

[mattm04]

The SC motto, "Policy what policy" followed by "thats not fair".

[CrayWolf]

The SC motto, "Policy what policy" followed by "thats not fair".

Indeed! My favorite part is "Stop sending me lawyer-talk, I'm not a lawyer."

You're right, sir, our policies apply only to lawyers. Non-lawyers can do whatever they want!

[marasbaras]

You should've followed policy. Really.

No refund and notify him that said cable was missing. Give him the option to buy one or send the cable in.

The intentions were good ... help the customer. But, he's right (of course, in a rude SC way), the OP (or someone at the OP's company) made an implicit buying decision for the customer.

I also think that the request for an invoice is perfectly reasonable given the situation. They spent $85, got back $75 and no longer have the product. The OP's company "purchased" an S-video cable for $10 .... so, the customer needs an invoice for that $10 to maintain good records.

So, after all that ... probably just easier to follow policy.

Of course, easiest is if the SC had just sent in everything in the first place.

[Broomjockey]

Was $80 a typo, or the customer stupid and not realizing $80-$75=$5?

[earl colby pottinger]

Customer scam

Was $80 a typo, or the customer stupid and not realizing $80-$75=$5?

I think the customer is trying to inflate the claim to make it look worse.

$10 for a cheap cable looks like the company look like rip-off artists.

$5 for a cheap cable plus handling makes the customer look anal.

[CrayWolf]

Was $80 a typo, or the customer stupid and not realizing $80-$75=$5?

Typo, sorry... details were changed to protect... well, myself

So, after all that ... probably just easier to follow policy.

Probably true! No good deed goes unpunished, and whatnot.

[Gothicsmurf]

I once had a customer try and get a full refund on an item he purchased with a coupon. I didn't do the transaction, but was there when it happened. (CO= Coworker)

SC: Why am I not getting the full amount back?
CO: That is the full amount.
SC: No, I mean the full retail price.
CO: Because you didn't pay full retail price, you used a coupon.
SC: Yes, but your company will be getting the amount of the coupon back AND now I can't use it again. I want the full price.
CO: But you didn't pay full price.
SC: You'll be getting the amount from the coupon back, and be able to sell this a full price again! So your company is going to have an extra six dollars!
CO: No, it doesn't work that way.
SC: But I can't use that coupon anymore because you have it, so I should get full retail price back!

I don't remember the resolution as I had to help a customer, but seriously. You didn't give us full retail price, so you don't get full retail price back.

[Difdi]

SC: You'll be getting the amount from the coupon back, and be able to sell this a full price again! So your company is going to have an extra six dollars!
CO: No, it doesn't work that way.
SC: But I can't use that coupon anymore because you have it, so I should get full retail price back!

While the customer did get a bit pointed in that exchange, I'd say he had cause. He doesn't get the coupon back, after all. I'd say the store is the sucky one in that, not the customer.

[LostMyMind]

Read that coupon (any coupon). What is the cash value of that coupon? If you want the cash for the coupon, you get the "cash" value of that coupon. Not what you "saved" when you use the coupon.

No, the customer was trying to run a scam there.

[Broomjockey]

While the customer did get a bit pointed in that exchange, I'd say he had cause. He doesn't get the coupon back, after all. I'd say the store is the sucky one in that, not the customer.

How exactly is the store the sucky one? I don't get it. He gets what he paid back. If he was doing an exchange, and the store wanted to cover the difference, then yes, but I'm not seeing it with that. No store gives back coupons that I know of, since they're usually voided as they're taken in. And depending on the item, it probably either wouldn't be resold, or it would have to be discounted, meaning that the store's taking a hit.

[BossLady]

Coupons are a 1 time use gift certificate from the maker of item.

The gift certificate, when redeemed, is not money out of the stores pocket. It is from the manufacturer of the product. Once the coupon is redeemed at the store the store returns the coupon to the manufacturer for the face value of the coupon. The store needs to be kept whole in the transaction.

[JLRodgers]

I'm more confused as how the customer would want a refund for something, and the coupon (or the money for it), when apparently they didn't like the product (meaning, they wouldn't be using it even if they could have it)?

Probably these days coupons are done electronically somehow -- but if not, it's not like the store still has it. Even if electronic - they probably don't keep them around for long.

Aren't coupons only really "worth" like 1/20th of a penny or something? So like if you demanded cash for a coupon book, you might walk out with a dollar (a few hours later after every coupon was examined of course)?

[dougall]

The odds are that his coupon has expired anyway so even if he got it back it is worthless to him.

[Rapscallion]

The gift certificate, when redeemed, is not money out of the stores pocket. It is from the manufacturer of the product.

That can vary, or at least it does at my place. As an example, we have monthly promotional discounts on products arranged in advance with the suppliers of said products. They take a hit, or sometimes we both take a hit, but the product is promoted and more cases are shifted. The catalogue offers last the full two month period of the catalogue.

We also have offers that change every week. They come directly off our bottom line, not that of the supplier. Most of the time, they don't even know that we're offering an extra discount for a week to promote their line.

Rapscallion