Should you receive freight protection and transaction fee back from online refund?

Ltavsi on 11/02/2021 - 14:54

Bought a PSU from Centrecom Online a couple months ago, it was busted so I sent it back. Emailed them a couple weeks after wondering what was going on, they said it'd be 2-3 weeks for the supplier to check it out. Emailed back another week later, they said they'd update me early the next week. Wednesday comes around and I email again saying what's the deal? Either send a replacement PSU or give me a refund.

They refunded me the cost of the PSU immediately, but not freight protection or the transaction fee. Is this normal? Just feels a bit cheap that I've waited a month with them barely communicating and I'm still out some money. I know it's not a whole lot, but that $5 of mi goreng I could be eating tonight.

Poll Options expired

  • 21
    Refund the remainder
  • 14
    Refund nothing extra
  • 0
    Only refund transaction fee
  • 0
    Only refund freight protection
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Comments

  • AdosHouse on 11/02/2021 - 15:12
    +2

    I personally don't think they should refund that. You paid for a PSU and delivery from Centrecom, it didn't work so they (eventually) refunded that. The freight protection and transaction fee are services provided by other companies for their services, which you received. Was the package insured for protection? Yes, than service received. Was the money paid to Centrecom properly via the method you selected? Yes, than service provided.

    • tavsi on 11/02/2021 - 15:43

      What if I had paid for postage? Should I expect not to receive a refund for that in the same way?

      • AdosHouse on 11/02/2021 - 18:59

        Postage should, because postage is a part of purchase of the product. Though if I remember correctly, the ACL doesn't say they have to.

        On the other hand, freight protection and transaction fees are optional add-ons that you chose. Also the costs are usually passed onto a third party, like the fright handler and the payment processor.

    • Summoner on 11/02/2021 - 15:48

      While this is totally fair view for ops situation, after experiencing few of the online retailers, in some cases, I think total refund is fair.

      On number of occasion, I received either a display stock or returned items when ordered new item. If a business is operating in such way, i think they should provide the refund of any additional fees that was applied to the order.

    • endotherm on 11/02/2021 - 15:53
      -2

      *then

  • blonky on 11/02/2021 - 16:22
    +6

    I'd say they should refund the entire amount back; you paid $x for a product which later turned out to be faulty and through no fault of your own.

    If they aren't able to provide a replacement in a reasonable timeframe at no cost, the entire transaction should be refunded to put you back in the same financial position prior to the purchase.

  • Chandler on 12/02/2021 - 10:37
    +1

    I voted "Refund nothing extra", but in hindsight for this situation I would say it would be fair for a full refund as the item was DOA.

    If you'd used it for a few months then claimed warranty, then I think it would be unfair for you to ask/expect postage etc back.

    I do also agree with AdosHouse - insurance and transaction fees are (typically) passed on from 3rd parties, and those services were rendered.

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