[Pudada]

So, as I’ve stated in a previous thread, I have been doing this for years without realising it’s a thing . Mainly just the ‘missing items’ in certain parcels.

Anyway, if you haven’t seen my previous thread, I got too cocky with ASOS and placed 3 orders on 3 accounts, but stupidly used my same PayPal email for payment.
It’s now at a stage where ASOS aren’t acknowledging my chats/emails and are refusing to refund for the orders (blocked all 3 accounts)

First order £150
I said they sent me the completely wrong item (I ordered a pair of slippers to my brothers address for £5 that I was willing to send back to them - done this previously and worked fine)
Anyway, at first they were doing their usual thing saying return the slippers and I’ll get my full refund for my £150 order.
I’ve returned the slippers, with their tracking, but now I’m at the stage where they’ve linked all my accounts and have blocked all 3 and are no longer refunding.

Second order £215 (actually placed this order last)
This one is already at claim stage with PayPal due to ASOS blocking this account first, but this is my most hopeful one as I said items were missing, as DPD uploaded a ‘left in safe place’ photo of parcel in my porch, showing the parcel already open.

Third order £230
This one was placed before the second order and for collection from ASDA - I paid next day delivery and it should have arrived on a Tuesday. There was no tracking update and after speaking with ASOS they said I have to wait for them to speak with their carrier (which is fair enough)… Anyway, after a couple days of still no update on tracking (not a local depot and deffo not at ASDA, I decided to place the order again (see order 2) but to get it delivered to my home address. It is from a different email address but my excuse for this would be because I urgently needed the items, which is why I paid twice for next day delivery, and I used a 15% off code for the app (new members only, which is why I had to use a second email)

Anyway, by Saturday, that 3rd parcel showed up at ASDA… I got on chat to ASOS, saying I no longer want it as it’s arrived too late, they advised to either collect and return it for full refund, or leave it and they will collect it again by the deadline.
I opted for the leaving it there, so they can’t come and say I’ve opened it and returned it, as I’ve read they’re clamping right down on people who return and a refusing genuine returns.
So parcel is still there until deadline (27/10/21)

Sorry for making this so long but my question is, am I likely to get refunded for order 3??? Are ASOS legally obliged to refund me that parcel once it is back with them (RTS, not a customer return) as it has never been collected and it didn’t arrive within the allocated time frame.

If they don’t refund, and I have to go to PayPal again, surely PayPal can’t refuse the refund as the tracking will show its be returned to sender.

And regarding first order, if the tracking shows my return back with ASOS, will PayPal refund? (This is the one I’m least bothered about and just tempted to leave this as it is and be at a loss)

I only wish I knew about this forum years ago, so I wouldn’t have made this stupid mistake.

EDIT.
Just want to add I only have one claim open with PayPal, I don’t want to open all 3 of them at the same time, but I will explain to them (if I have to open one for order 3) that it is linked to order 2, and explain what I’ve said

[mothered]

at first they were doing their usual thing saying return the slippers and I’ll get my full refund for my £150 order.
I’ve returned the slippers, with their tracking, but now I’m at the stage where they’ve linked all my accounts and have blocked all 3 and are no longer refunding.

What exactly did they state that suggested they will not process the refund?

[Pudada]

What exactly did they state that suggested they will not process the refund?

This was their email, I’ve looked online and they send to to loads of people (guessing people like me, who didn’t do things ‘properly’) and also genuine people who’s seem to return more than the average person.

Hello,

After an assessment of your account, we've made the decision to not issue a refund for your claim.

It’s very rare for issues with orders to occur and ASOS have therefore made the decision to not accept any further orders from you.

In order to take this further, we recommend contacting your payment provider to dispute any lost funds.

Your payment provider may be in touch with ASOS and we'll be able to provide information regarding your account to support their investigations. Once they're happy this is a genuine claim, they may refund your account. In the event further orders are placed, they'll be cancelled.

[mothered]

What exactly did they state that suggested they will not process the refund?

This was their email, I’ve looked online and they send to to loads of people (guessing people like me, who didn’t do things ‘properly’) and also genuine people who’s seem to return more than the average person.

Hello,

After an assessment of your account, we've made the decision to not issue a refund for your claim.

It’s very rare for issues with orders to occur and ASOS have therefore made the decision to not accept any further orders from you.

In order to take this further, we recommend contacting your payment provider to dispute any lost funds.

Your payment provider may be in touch with ASOS and we'll be able to provide information regarding your account to support their investigations. Once they're happy this is a genuine claim, they may refund your account. In the event further orders are placed, they'll be cancelled.

An account closure, has no relevance to funds reimbursed Into your credit card/bank account.

The fact Is, you've returned an Item which you've paid for, yet they're refusing to refund It. If you hit a PayPal dispute or a chargeback, be sure to mention that ASOS Is declining a refund for an Item that you rightfully purchased and returned.

Be sure to also Include this:

they were doing their usual thing saying return the slippers and I’ll get my full refund for my £150 order.
they advised to either collect and return it for full refund, or leave it and they will collect it again by the deadline.

[Pudada]

The fact Is, you've returned an Item which you've paid for, yet they're refusing to refund It. If you hit a PayPal dispute or a chargeback, be sure to mention that ASOS Is declining a refund for an Item that you rightfully purchased and returned.

Thank you, I have no way of contacting ASOS, as any email just gets ignored, so am I best to do through PayPal… also, will my current claim have an impact on this?

I’m not going to do anything with this one until my current one is dealt with.

Also, I’ve had my PayPal account around 10years and never had a claim on it before. I have opened a couple cases where a company hasn’t responded, but as soon as I’ve opened a case, the company and I have dealt with it prior to it getting escalated to PayPal having to get involved (maximum 3 cases and all below £100. 2 were genuine returns for faulty goods, not me doing ‘this’)

Again, thank you for all your helpful advice!

[mothered]

I have no way of contacting ASOS, as any email just gets ignored, so am I best to do through PayPal

Yes, that's what I was suggesting In my previous post.

also, will my current claim have an impact on this?

What claim are you referring to?

Also, I’ve had my PayPal account around 10years and never had a claim on it before. I have opened a couple cases where a company hasn’t responded, but as soon as I’ve opened a case, the company and I have dealt with it prior to it getting escalated to PayPal having to get involved (maximum 3 cases and all below £100. 2 were genuine returns for faulty goods, not me doing ‘this’)

That's good.

Your PayPal account Is In very good standing, which will significantly support the claims In question.

Again, thank you for all your helpful advice!

You're most welcome.

[Pudada]

What claim are you referring to?

I currently have one open with PayPal for ‘Order 2’ mentioned in my original post - where my parcel was left by DPD, but DPD’s photo shows the parcel open.
I just got lucky at the fact the parcel was open and they took their own photo, but waiting for PayPal as they’re currently reviewing info given by ASOS


Sorry, I should have said I have the current claim open regarding the above order. But other than that, in 10 years I’ve had no issues on my PayPal

[mothered]

I currently have one open with PayPal for ‘Order 2’ mentioned in my original post - where my parcel was left by DPD, but DPD’s photo shows the parcel open.
I just got lucky at the fact the parcel was open and they took their own photo, but waiting for PayPal as they’re currently reviewing info given by ASOS

Understood.

Any subsequent claims will not affect your current one. The fact Is, you're entitled to a refund and you're well within your rights to file a dispute, Irrespective of pending claims.

[Pudada]

Any subsequent claims will not affect your current one. The fact Is, you're entitled to a refund and you're well within your rights to file a dispute, Irrespective of pending claims.

Thank you!!
Just had an email through from PayPal regarding the claim I’ve just mentioned asking me to fill in this and return it back to them.
I’m thinking this is good as surely once I’ve declared all true, they’ll refund me?

Please provide any information we ask you to send us within 10 days. If we don't hear back from you within this time frame, we may decide this case in the seller's favour.
Please fill in the below declaration and upload your documents via Res. Centre. Please quote your case ID: removed.

From: ____________________________

Regarding: ______________________________

Case Number:
Transaction ID:

I confirm that one of the following occurred (please indicate by marking):
[ ] Instead of the item I expected, I received an empty box.
[ ] Instead of the item I expected, I received an item of little or no value.
[ ] I received the item I expected with missing parts, components, or pieces.
[ ] I received less than the full quantity of the item.
[ ] The item I received has been confiscated by, or turned over to, law enforcement or another authority.
I declare, under penalty of perjury, that all statements submitted herewith are true to the best of my knowledge.

_____________________________ _______________________

Signature Date

[mothered]

Any subsequent claims will not affect your current one. The fact Is, you're entitled to a refund and you're well within your rights to file a dispute, Irrespective of pending claims.

Thank you!!
Just had an email through from PayPal regarding the claim I’ve just mentioned asking me to fill in this and return it back to them.
I’m thinking this is good as surely once I’ve declared all true, they’ll refund me?

Please provide any information we ask you to send us within 10 days. If we don't hear back from you within this time frame, we may decide this case in the seller's favour.
Please fill in the below declaration and upload your documents via Res. Centre. Please quote your case ID: removed.

From: ____________________________

Regarding: ______________________________

Case Number:
Transaction ID:

I confirm that one of the following occurred (please indicate by marking):
[ ] Instead of the item I expected, I received an empty box.
[ ] Instead of the item I expected, I received an item of little or no value.
[ ] I received the item I expected with missing parts, components, or pieces.
[ ] I received less than the full quantity of the item.
[ ] The item I received has been confiscated by, or turned over to, law enforcement or another authority.
I declare, under penalty of perjury, that all statements submitted herewith are true to the best of my knowledge.

_____________________________        _______________________

Signature                                                                Date

PayPal have opened an Investigation, and now are In the process of collecting Information from both the company and yourself.

Your claim will then be assessed to determine the outcome, so the only thing you can do, Is to await their reply.