Credit notes - bonkers

[Simpo Two]

Is this normal? I ordered something from a big electronics company about six months ago and after a while it broke. They arranged collection without any problem but couldn't replace it as the product was then discontinued. What I thought would be a credit card refund turned out to be a credit note instead.

They said I could get a refund but I'd have to post the credit note back to them. Anyway, before I got round to this, there was something else I wanted from them so I went online to place an order and cash in my credit note. Except I couldn't - there was nowhere to do this.

So I mailed customer services and the reply said 'I can place the order for you but you will need to send me your credit note in to head office.'

I'm amazed that they can't just tonk the credit note number into their system and do it instantly, rather than making me post it back... seems very old fashioned.

What does the panel think?

[JustinP1]

Agreed.

If they couldnt repair or replace the item in the first place they should have refunded you properly first time.

[horza]

Isn't there a voucher discount box in the online checkout?

[Simpo Two]

horza said:

Isn't there a voucher discount box in the online checkout?

IIRC there was a space for a gift voucher, but of course I was looking for the words 'credit note'

Customer Services have since replied and say that it has to be done like that because credit notes don't expire.

I'm not convinced!

[gingerpaul]

You've got to be a bit careful with credit notes because a retailer can offer to give you one instead of a proper refund, but once you've accepted the credit note rather than a refund then the retailer doesn't have to change it back to cash if there's nothing else you want from them. Always safer to get the cash in my opinion.

Edited to add this was from some information I was given when I started working at a shop so could all be rubbish.

Edited by gingerpaul on Friday 14th September 15:42

[dilbert]

gingerpaul said:

You've got to be a bit careful with credit notes because a retailer can offer to give you one instead of a proper refund, but once you've accepted the credit note rather than a refund then the retailer doesn't have to change it back to cash if there's nothing else you want from them. Always safer to get the cash in my opinion.

Edited to add this was from some information I was given when I started working at a shop so could all be rubbish.

Edited by gingerpaul on Friday 14th September 15:42

Did you mean to say;

"This was from some information I was given when I started working at a shop so we could all be rubbish. "?

I'm quite hot on things that people do to actively make goods and services rubbish!