[Pudada]

Yes, try and get clarification from ASOS while you're waiting to contact PayPal.

They may provide Information to your benefit.

Now ASOS have sent an email saying they won’t refund… after sending an email saying they are processing it and after confirming on chat?

Surely they can’t not refund me? They literally have the whole unopened parcel back with them…

Shall I go to my bank instead of PayPal cos I feel like PayPal won’t do anything now ASOS have refused it AGAIN.

[Pudada]

Yes, try and get clarification from ASOS while you're waiting to contact PayPal.

They may provide Information to your benefit.

Just want to add, I’ve emailed a few people at ASOS telling them I’ve sent a Letter Before Action (recorded Mail) and that if I get no response to that - which I know I won’t, I’ll be proceeding with small claims court.

They legally can’t hold onto my refund when they have the goods and I’ve never touched them.
This is the one SE I thought was going to be okay as in the end this order isn’t even the an SE as such, due to their delay with delivery to Asda.

[mothered]

Now ASOS have sent an email saying they won’t refund… after sending an email saying they are processing it and after confirming on chat?

They cannot reverse their decision without good reason.

Do you still have the email record and chat transcript relating to the refund?

Shall I go to my bank instead of PayPal cos I feel like PayPal won’t do anything now ASOS have refused it AGAIN.

ASOS have declined the refund without justification.

You've got nothing to lose with PayPal, so communicate with them first by providing all evidence In support of your claim.

[Pudada]

They cannot reverse their decision without good reason.

Do you still have the email record and chat transcript relating to the refund?


ASOS have declined the refund without justification.

You've got nothing to lose with PayPal, so communicate with them first by providing all evidence In support of your claim.

Yes, I have all emails and the mountains of screenshots from the live chats too.

I’ve had several chat agents end the chat halfway through as well, which is in no way professional - which I have screenshots of.

I’ll update you when there’s any news

[mothered]

Yes, I have all emails and the mountains of screenshots  from the live chats too.

Good, forward the lot to PayPal.

[Pudada]

Good, forward the lot to PayPal.

PayPal closed in their favour again. I rang them, the person on the phone said it should never had been closed but instead of them opening it again - just for it to be closed, he will escalate it internally (whether he does or not is a different story)
Their reason now for closing the case, after a PayPal advisor changed the case to SNAD:
This decision was made because we have found no evidence that the item was misrepresented.

He said to either to a chargeback if I don’t hear back from PayPal within 5 days or proceed with legal action.

ASOS actually emailed me today as well to say if I close the PayPal case, they will unblock my account to process refund, then block it again.
(This was 10 mins before PayPal closed the case 🤦‍♀️ )

So now just waiting to see if ASOS do unlock it for me to provide card details - they said they can’t refund to PayPal now.

Tempted to get the refund via a different card, then do the chargeback for the original payment, like PayPal said so I might end up with double ££. I’ve never done any kind of chargeback before, so there shouldn’t be an issue.

PayPal said my account with them will still be fine if I do chargeback, will just need to provide photo ID and bank statement and it will revert back to normal (chargeback must limit it)

[mothered]

PayPal closed in their favour again. I rang them, the person on the phone said it should never had been closed

Do you have a record of the conversation?

PayPal said my account with them will still be fine if I do chargeback, will just need to provide photo ID and bank statement and it will revert back to normal (chargeback must limit it)

If PayPal refuse to budge, hit a chargeback.

[Pudada]

Do you have a record of the conversation?


If PayPal refuse to budge, hit a chargeback.

No, as it was over the phone, which is stupid and normally the reason I always do via chat when I can. I might call them tomorrow ask the person to give me the name of the person I last spoke to on the phone (they should see in the notes) then either get them to email me they they agree with what he said, or request for the to get him to email me…? Whether he will or not.

Yea im deffo doing the charge back but im also going to get the refund first from ASOS to a separate card. Do you think the chargeback would still go through? As the chargeback will be on my account as PayPal not ASOS?

This is the email I got from ASOS, incase you need more info:

I’m getting in touch from the Customer Escalations team at ASOS.

I’m reaching out to you in response to a query you raised with our Legal team regarding order 0000000.

As the highest point of contact within ASOS Customer Care, we’re responsible for handling any queries that have been escalated. Your query will continue to sit with myself or another member of the Customer Escalations team until it has been resolved.

I've taken some time to read through your query and I'm sorry to learn that you didn't receive your order as expected and you're yet to receive a refund. Not to worry, I'm here to help and I'm keen to look into this further for you today.

I've been looking into this alongside another of our internal specialist teams and I can see the refund of 00.00GBP to PayPal failed as you currently have an open claim with them. Any refund processed from our end will automatically fail due to this, and so we would recommend you closing this so we can issue the funds back to you.

Once this has been closed, please send over a screenshot of confirmation from PayPal as we'll then need to reopen your account so you can add a valid payment method for us to refund to. Unfortunately, due to the unsuccessful refund we won't be able to issue the funds back to the PayPal account you used to place your order, but we accept all major credit and debit cards, excluding American Express and Switch.

[mothered]

Yea im deffo doing the charge back but im also going to get the refund first from ASOS to a separate card. Do you think the chargeback would still go through?

As per below, ASOS has approved your refund on the grounds you close your claim with PayPal.

I've been looking into this alongside another of our internal specialist teams and I can see the refund of 00.00GBP to PayPal failed as you currently have an open claim with them. Any refund processed from our end will automatically fail due to this, and so we would recommend you closing this so we can issue the funds back to you.

Once this has been closed, please send over a screenshot of confirmation from PayPal as we'll then need to reopen your account so you can add a valid payment method for us to refund to. Unfortunately, due to the unsuccessful refund we won't be able to issue the funds back to the PayPal account you used to place your order, but we accept all major credit and debit cards

If you also perform a chargeback, your credit card provider will liaise with ASOS and see that your claim has been settled, hence the chargeback will be declined.

[Pudada]

If you also perform a chargeback, your credit card provider will liaise with ASOS and see that your claim has been settled, hence the chargeback will be declined.

Even though the chargeback on my bank account will be against PayPal and not ASOS?

I appreciate all your info so I’m not second-guessing you and I know you’re way more knowledgeable than me, just want to make sure there’s no way I can get double the ££ from them.

Because yesterday the guy on the phone from PayPal was the one who said go to your bank and do the chargeback, if I don’t hear from PayPal within 5days, which is when I asked how would that affect my PP account.

I just thought it would be simple as ASOS will be needing to refund to a different payment method


EDIT:
Also, because I can provide the proof to my bank where PayPal have said they’re refusing the claim - would they then still go to ASOS for further info?