How long can a company 'hold' your refund?

Guest2 · 6 Aug 2022 at 11:47

I ordered some parts from a website in the UK on 12th July. On the 18th July I received an email that one of the parts was not in stock so ordered it from another website.
The order went through and I ordered the part from another site.

I received the items (including the other part) on 21st July. On the delivery note it says next to the one the items "Refunded"

I have emailed the company multiple times as have not yet received the refund for the part (to my credit card where the order was placed)

Where do I stand in terms of getting this refund? The reply was that it can take a while because the payment company Stripe like holding the money as long as possible.

Deleted member 77746 · 6 Aug 2022 at 11:48

Check out their refund policy?

Guest2 · 6 Aug 2022 at 11:56

Bouton Aide said:
Check out their refund policy?

Its not technically a refund though is it? I ordered something that wasnt in stock so was never sent out. It simply needed to be cancelled off the order because it was not in stock (on the website it said it was in stock, but it wasnt)

smilertoo · 6 Aug 2022 at 11:59

Tell the company you orderred from you're going to start an action against them, make them chase it up. This is the main reason i always order with a credit card.

Guest2 · 6 Aug 2022 at 12:46

smilertoo said:
Tell the company you orderred from you're going to start an action against them, make them chase it up. This is the main reason i always order with a credit card.

Action? What sort of action.
It sounds like its Stripe holding the money rather than them

Kelt · 6 Aug 2022 at 16:50

Guest2 said:
Action? What sort of action.
It sounds like its Stripe holding the money rather than them

Contact your CC company and tell them the problem.

I had to do this with a Scam company years ago, with a similar problem, and it was only when threatened with action from my CC company did they refund me.

Megahurtz400 · 6 Aug 2022 at 17:25

99% of the time it’s the bank holding the money and not the company, however that time frame sounds like someone hasn’t processed a refund so I would try and call them and speak to someone if they have a phone number as emails are easy to miss in a busy (but small) company

Cyber-Mav · 6 Aug 2022 at 17:25

Dont refunds take like 10 days?

Guest2 · 6 Aug 2022 at 18:00

Thanks all. I've filed a section 75 dispute with Nationwide against the company and provided evidence to [email protected] for the case.
I think this might speed the process up nicely! It's not a huge amount, but it's the principle. Nationwide told me the company were not processing any refund at all

Deleted member 77746 · 6 Aug 2022 at 18:11

Guest2 said:
Its not technically a refund though is it? I ordered something that wasnt in stock so was never sent out. It simply needed to be cancelled off the order because it was not in stock (on the website it said it was in stock, but it wasnt)

Well it is a refund because if they have your money and not sending you a product they need to return your money as a refund. Shouldn't take long now anyway since it's with nationwide.

Surveyor · 6 Aug 2022 at 19:48

Guest2 said:
Thanks all. I've filed a section 75 dispute with Nationwide against the company and provided evidence to [email protected] for the case.
I think this might speed the process up nicely! It's not a huge amount, but it's the principle. Nationwide told me the company were not processing any refund at all

If the individual item is £100 or less it's not covered by Section 75.