ANOTHER customer still waiting for refund...

[Ph4ZeD]

I sent back a completely unopened product to Scan about a week after I ordered it. It was quickly tested on the 4th of April and a refund was authorised. It is now the 17th of April and I still have not recieved a penny. This hardly seems to be an isolated incident when it seems a regular issue that customers are not recieving the refunds that have been 'authorised'. *edited*.

[Chris P]

Ph4ZeD

Your refund was processed on 15 Apr 2008 14:06 / Amount £-63.20. Refunds can take 3-4 working days from the date the refund was processed.

it seems a regular issue that customers are not receiving the refunds that have been 'authorised'

I am not aware of any customer's not receiving their refunds?, Please highlight these " Regular Issues" to me?.

If anybody has any issues regarding refunds they feel are taking an unreasonable length of time to process please feel free to PM me and I will gladly arrange for our Returns/Payments dept to chase.

Best Regards

[Disturbedguy]

I had a refund pending, i cant remember how long it took to get the money back, but it certainly wasnt that long (i have no internet banking so cant check online, have to wait for bank statements.)

I got the money back and im pretty sure it was within the 3 - 4 working days.

[Ph4ZeD]

Apologies ChrisP but nowhere in my account page does it mention that the refund was processed on the 15th of April, it simply says that the item was tested on the 4th of April and found to be be pristine. So surely you can understand my concern if a refund was authorised nearly 2 weeks ago and still no refund?

[Chris P]

You should have received a confirmation e-mail, which I can see you did not so apologies for this ...

[D.M]

Hi ChrisP,

I was in the same boat as the OP recently so it seems there is a pattern of delay, I too didnt receive any emails about the refund going through so maybe there is a problem too

[Chris P]

So this is a communication issue and not an issue with the actual refunds not being processed.... I will inform the appropriate dept of this so confirmation e-mails are sent once a refund has been processed.

Thanks for the feedback.

[wesleyaldred]

Guys

Ok the system for refunds works like this:

RMA Received
Tested
Awaiting Auth
Credit Auth

When it gets to the credit auth stage a member of staff raises the Credit Note, when this credit note is raised then the RMA side of things are complete.

However, this is not the end of the process just the end of the Returns process, that credit note then goes to the accounts department, it is checked to ensure that it has been keyed correctly and no mistakes are present, once these checks are complete the physical refund is sent via the banking system from THIS stage the refund will be reflected in accounts within 3 working days.

The problem here is that 2 different programs are used, hence the completion of the RMA but not of the whole process, the latter process cannot send automated emails so it is not possible to inform customer of the date the actual refund was sent through the banking system.

I am aware of the frustration caused by simply not knowing, I take on board your feedback and I will discuss with the relevent people if we can change this sytem but this is not going to be an overnight process it would and indeed will take a complete overall of our entire system, leave it with me, i'll see what i can do.

Wesley