Customer Accused of Fraud by retailer

joequimby on 22/01/2015 - 22:09

Hi OzBargain,

As many of us here are aware of the Tourist Refund Scheme (TRS), the rules state that the purchaser and the claimant must be the same. I interpreted this to mean that the name on the invoice must match the passenger's name.

I made an online purchase from The Good Guys Nunawading and without thinking twice, put in my preferred name. This is not the same as my passport name so thinking it might be a problem, I went down to the store and asked politely for the first name only to be amended.

The response I received was outright refusal, with both ladies labelling it as fraud. I stated that I was the person that made the purchase, and can provide evidence of my legal name and the use of my preferred name, yet this wasn't good enough. They were quite loud, attracting the duty manager and onlookers. I became defensive as all 3 staff members repeated (quite loudly) that it was fraud so what ensued wasn't pretty (no cursing was used what so ever though).

I asked head office's number and left, but was wondering what the OzBargain community thinks about this?

Am I within my rights to request a receipt with an amended name? Was this fraud? How do I convince The Good Guys to re-issue the receipt?

TLDR: First Name on invoice doesn't match passport, can't use for TRS so asked retailer to amend. Retailer refuses, saying it's fraud.

General Discussion

Related Stores

The Good Guys
The Good Guys

Comments

  • singlemalt72 on 22/01/2015 - 22:23
    +17

    Retailer is an arse.

    • cloudy on 26/01/2015 - 08:49
      +1

      +1

      Thanks for naming, I live near those GG, i'll stay away from them.

  • trex on 22/01/2015 - 22:24
    +3

    If the names weren't too different, I don't see any reason why they should reject your request.

    Anyway, a better solution now could be for you to return the item purchase due to change of mind (subject to the item still being in its original packaging) and then to re-purchase a new one.

    • joequimby on 22/01/2015 - 23:17

      The surname is the same of course, however the first name is different.

      I did suggest returning the item and repurchasing, however this was shot down. It wasn't because I didn't have the item on me, it just wasn't entertained at all.

      • trex on 22/01/2015 - 23:34

        Contrary to what I thought, The Good Guys does not have a change of mind in its refund policy. A refund is only given if the purchased item:-

        • is not of merchantable quality;
        • is not fit for its purpose;
        • Do not match the sample.

        Perhaps with geek001's comment below, it's worth the risk to use the existing tax invoice as it is?

        • cisco on 24/01/2015 - 19:51
          +1

          For the sake of argument you can take the stuff back and tell them the item is not fit for its purpose by 'preferred name person'
          I want my refund

  • gryphn on 22/01/2015 - 22:47
    +4

    Holy heck!
    What a bunch of morons!

    Cancel the order , and repurchase preferably at different store.
    No it aint fraud , yes you are within your rights to have your real name on the invoice.

    Also let head office know in full what occurred.

  • Mangoslushie on 22/01/2015 - 22:54

    I didn't think you needed to have an invoice in your name. Per the website it says

    To claim a refund you must:
    spend $300 or more (including GST) in a single business;
    purchase goods no more than 60 days before departing Australia;
    wear or carry the goods on board as hand luggage (unless they are liquids, gels or aerosols or oversized or bulky goods which must be checked in) and present them along with your tax invoice, passport and international boarding pass to the TRS desk;
    have paid for the goods yourself; and
    have an original tax invoice for the goods.

    Doesn't say you need the invoice in your name?

    • joequimby on 22/01/2015 - 23:23

      Yes it's not necessary for purchases under $1000 but I guess TGG print it by default. There's something on there about it needing to be the same person, so I'd prefer not to be refused the claim at the border because of the preferred name.

      • GnarlyKnuckles on 23/01/2015 - 00:15

        I reckon Mangos is absolutely right. The 'TCs' say that the person who bought it needs to be the same person making the claim, but names are not mentioned:

        (from Mango's post, above):

        To claim a refund you must:
        spend $300 or more (including GST) in a single business;
        purchase goods no more than 60 days before departing Australia;
        wear or carry the goods on board as hand luggage (unless they are liquids, gels or aerosols or oversized or bulky goods which must be checked in) and present them along with your tax invoice, passport and international boarding pass to the TRS desk;
        have paid for the goods yourself; and
        have an original tax invoice for the goods.

        Given that there is nothing there at all saying that the name on the invoice must match the name on your ticket, passport or anything else, I don't think you need to worry. Even if, for example, you used your "Western name" to buy the goods (example 'Mike'), and in fact your passport features your 'Asian name', which may be completely different (for example 'Sheng'). To be on the safe side, I suggest taking some documentation with you which shows that you are in fact also known by the 'preferred name' you refer to in your post, as well as the name on your passport (for example an official letter addressed to that name, or anything like that).

      • pandabun on 23/01/2015 - 08:13

        I claimed TRS with my friend's name on the invoice (worth about $500) and I had no problem claiming it. I wasn't aware of the name thing or maybe I got lucky.

    • [Deactivated] on 22/01/2015 - 23:27

      A girl at the office bought a couple iPhones for a family member to take back to China, TRS claim was knocked back because tax invoice wasn't in the traveller's name (name on invoice required for purchases over $1k)

      • tight-a55 on 23/01/2015 - 09:38

        Well that's strange, as i have used the TRS twice in the last 12 months and both times the receipt was not in my name. both were under $1000 if that makes a difference.

  • geek001 on 22/01/2015 - 23:03

    Depends on how much the claim is I guess. I have claimed TRS on stuff my wife bought. Clearly not my name and I have had no problems at the airport with my claim.

  • YTW on 23/01/2015 - 00:20
    +2

    Oh how irritating for you.

    My husband doesn't use his name either, I'd never thought about that as a potential issue.

    They are just being difficult, I can't see any reason if you take in the order and proof that it was you, for them not to change it.

    Only thing I can think of to help with the TRS if there's issues is perhaps having a stat dec (signed by a JP etc) stating that you use the alternative name? No idea if they'd accept it, just might be enough to push it over the line if they start objecting.

  • altomic on 23/01/2015 - 00:55

    yeah, having Diamond as a first preferred name would do that.

    anywho, my dad has always gone by his middle but "official" letters arrive using his first name.

  • Davo1111 on 23/01/2015 - 02:10
    +1

    lol, i would have asked "what is fraud?" and then written down what they said.

  • Paul Atreides on 23/01/2015 - 08:55

    doesn't look like anyone accused you of fraud, more like they would be committing fraud if they changed the name.

    title should be changed.

    • gee-man on 23/01/2015 - 09:04

      But how would TGG be committing fraud? If OP can prove their name is their name (and not even changing their surname) it's a minor admin issue at best.

      Otherwise airlines would be frauding all over the place every time they allow a name change.

      • Paul Atreides on 23/01/2015 - 09:12

        i honestly don't know 100% the legalities behind it, but they might have thought that to be the case. whether they are correct in thinking that is another matter that i'm not saying.

        what im saying is that no one has straight out said to him "you're committing fraud" as far as i can see

        • grasstown on 26/01/2015 - 00:12

          Omg its fraud to ask for an invoice with the name on your passport. The staff were doofuses and their bosses should know, saying the customer was suggesting fraud

  • GaryQ on 23/01/2015 - 09:34
    +1

    Scan Invoice
    Open in Photoshop
    Change Name
    Print

    PROFIT!!

    • tight-a55 on 23/01/2015 - 09:39
      +1

      May as well change the amount paid to increase the return!

    • GnarlyKnuckles on 23/01/2015 - 12:05

      <"Change Name"

      Now that would be fraud.

      • GaryQ on 27/01/2015 - 07:45

        Not if he is changing Mike Wang to Xie Wang, because that happens to be what his passport says.

        • GnarlyKnuckles on 27/01/2015 - 08:28

          It still would. You are not allowed to change anything on a receipt after it has been issued, i.e. pretend it said something else when it was issued; for any reason. It's like changing a contract after both parties have signed it.

  • Mad Max on 23/01/2015 - 11:07
    +3

    TGG are hopeless. Customer service is shocking. Staff attitude irritating. I would not buy there. If they have a very good deal, which admittedly sometime the have, I would get Myer to match. Much better and more pleasant to deal with Myer.

    • SirFlibbled on 28/01/2015 - 10:10

      Sure if you can find a staff member in Myer. Sometimes when I walk through I wonder who they stay in business with no visible staff on the floor.

  • GourmetFoodie on 23/01/2015 - 20:01
    +2

    I would go back in there, request to speak to a manager and calmly state your case. Bring all necessary paperwork - ID and proof that you use both names, your passport, credit card used to pay etc. Seriously, the floor staff at the good guys are idiots.

  • what on 23/01/2015 - 20:08

    Send them a shortcut to this discussion.

  • exc3113nce on 23/01/2015 - 20:20

    What were the two names? What proof did you bring?

  • spal on 24/01/2015 - 04:54
    +1

    My suggestion you are better off reasoning with the customs. If you hold Australian passport they maybe able to see other names you disclosed in the application. Having a stat dec is a great idea. As far as I know they compare names for purchases above $1000 as it is a requirement under income tax law that to claim a deduction all tax invoices above $1000 should have the buyers name. Most invoices below this amount would not have a name.
    If it is me I will not go to the store again requesting them to see reason unless you have had a previous good experience with a staff and would like to seek that person and reason with him (I personally don't like to deal with people who are not helpful and are blinded by their flawed judgement which in turn spoils my evening. It is just how I am wired. I find it difficult to let it go; so I avoid in first place).
    BTW is your credit card in your official name; if so how did they accept it. If not then show it as evidence to the customs that you have two names.
    Best of luck. Please post here your final outcome. It is always nice to read about happy endings.

  • joequimby on 25/01/2015 - 09:23
    +8

    So to provide an update, I went through customs with no problems. The lady happily processed it without a word on the name.
    I did do a stat dec just in case so thanks for the suggestion.

    My credit card has something like
    Da Yu Michael Wang
    All other forms of documentation has just Da Yu Wang.

    The learning from this:
    Never to buy from The Good Guys Nunawading
    Be more mindful when making purchases for TRS.

    Regardless of outcome, I'm still pretty cheesed at the experience. There are many ways to decline a customer's request and having three staff members simultaneously making accusations is terrible "service".

    • a22andrew on 25/01/2015 - 10:47
      +1

      Is your preferred first name "Giant"? They may have thought you were taking the piss.

    • GaryQ on 27/01/2015 - 07:48

      Ha! I replied a little above using Mike Wang and Xie Wang as sample names. I must be psychic

    • [Deactivated] on 28/01/2015 - 23:15

      Agree, you have a right to be cheesed but if you don't write to TGG management (local - they're "franchises") you won't be helping anyone else.

    • [Deactivated] on 20/05/2015 - 00:27
      -1

      My credit card has something like
      Da Yu Michael Wang
      All other forms of documentation has just Da Yu Wang.

      That explains it. The people working there are probably racists and just assumed you were up to no good.

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