Refund & Proof of Purchase

Lwirelesscord on 18/08/2017 - 12:34
Last edited 18/08/2017 - 14:23 by 1 other user

Hey guys,

I recently went to CEX to return a used game that I purchased online, that didn't work.

The guy asked for a receipt to which I replied I purchased online, to which he then asked for the paper that came in the delivery package. I told him I threw it out (mistake by me I know) to which he said I was SOL. I said I was emailed an invoice, but he said he needed a code from the invoice (to access their systems/ order information I'm guessing) and that it wouldn't be on the email. Low and behold, the emailed invoice had the code he needed and he was then able to refund me, and as I was leaving he told me to not throw out the paper next time (our conversation was a little frigid).

My question is, is it legal for them to refuse a refund for a faulty product because of a code on their invoices? It seems more like an inherent issue of their system and I would have thought that my emailed invoice, debit card statement would be more than enough for a proof of purchase? Just because they can't access their system/order information doesn't negate the fact that I purchased an item right?

Please correct me if I'm wrong,

Thanks

• 

  indium on 18/08/2017 - 13:44

  +8

  I can't imagine any online business would not email the customer an invoice which included an order number so it just sounds like a lack of knowledge on his part

  • 

    outlander on 18/08/2017 - 18:29

    +3

    Many retail puffins see it as their job to manufacturer reasons why not to give you whatever you're asking for. It's a skill in itself really, and they can get quite ridiculous.

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  coco1458 on 18/08/2017 - 13:59

  Well I'd imagine proof of purchase is sufficient to fulfil a refund. A packing slip is generally an internal procedure

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  oscargamer on 18/08/2017 - 14:41

  +2

  OP - you are correct in your thinking

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  whooah1979 on 18/08/2017 - 14:45

  An invoice isn't proof of purchase/receipt.

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  ThithLord on 18/08/2017 - 14:46

  Legally, if it's a tax invoice, this is sufficient enough. No ifs or buts.

  • 

    wirelesscord on 18/08/2017 - 15:23

    I googled a bit and I think its just a sales invoice I received?
    If that's the only invoice I received, is that still legitimate?

    • 

      pais on 19/08/2017 - 00:14

      Sales invoice is the tax invoice. It's proof of purchase.

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  apple2016 on 18/08/2017 - 15:15

  +2

  is it legal for them to refuse a refund for a faulty product because of a code on their invoices

  If the product is faulty then any form of proof of purchase must be accepted.
  For change of mind the business can add more terms like original tax invoice, original packaging etc.

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  JimmyF on 18/08/2017 - 15:24

  My question is, is it legal for them to refuse a refund for a faulty product because of a code on their invoices?

  Well you did go into the store without ANY proof of purchase and then wondered why you got given a hard time!

  Of course, you need proof of purchase to return something. They didn't refuse you a refund but did require the 'code' so they could pull up your order to issue the refund.

  Next time, keep the paperwork or print out your invoice BEFORE you go in.

  But I'm also confused, you bought a game, it arrived, it didn't work, but yet, you had tossed all the paperwork out already?

  • 

    wirelesscord on 18/08/2017 - 15:34

    Well you did go into the store without ANY proof of purchase and then wondered why you got given a hard time!

    I had an invoice (admittedly perhaps just a sales invoice), paypal statement, and debit card statement. All bar the latter having the item name.

    They didn't refuse you a refund but did require the 'code' so they could pull up your order to issue the refund.

    Which is what I am questioning, the guy believed and understood I purchased the game, but wouldn't refund me due to a code on their invoice. I just wanted to know how legally binding that code could be, even though I arguably had proof I purchased the game.

    Next time, keep the paperwork or print out your invoice BEFORE you go in.

    Yes, lesson learnt. But I was wondering if the paperwork I received didn't come with the code, would I be legally SOL.

    But I'm also confused, you bought a game, it arrived, it didn't work, but yet, you had tossed all the paperwork out already?

    Yeah, another lesson!

    • 

      outlander on 18/08/2017 - 18:31

      -1

      Yes, lesson learnt

      No lesson learnt. He would have made up another reason even if you had everything. All you need is proof of purchase, which can be a credit card statement, bank record, anything that they can use to find your transaction amidst the 1000's of other sales receipts

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  whooah1979 on 18/08/2017 - 15:52

  +1

  Which is what I am questioning, the guy believed and understood I purchased the game, but wouldn't refund me due to a code on their invoice.

  the "code" is not unique to cex. many businesses issue tax invoices with unique transaction id/code/numbers. auspost use xx/xxxxx, 7eleven xxxxxxx, bunnings has barcodes and paypal xxxxxxxxxxxxxxxxx.

  one if the uses for these id is to verify that the transaction has taken place, payment received, item collected or if a refund has been issued.

  • 

    wirelesscord on 18/08/2017 - 16:09

    one if the uses for these id is to verify that the transaction has taken place, payment received, item collected or if a refund has been issued.

    Okay, but the ACCC doesn't have that information item as a requirement of any of their proofs. Are you saying you can add more requirements on top of what the ACCC request as mandatory?

    • 

      JimmyF on 18/08/2017 - 18:11

      well you presented instore with NOTHIHNG….. SO yes, having a copy of the receipt or tax invoice is required! Even the ACCC agrees with this.

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  [Deactivated] on 19/08/2017 - 02:18

  -1

  You could have proved it with a bank statement or at worst a stat dec, if the goods are faulty its your right to a refund. I really do wish Ozbargianers would familiarise themselves with Fair Trading, not much of an Ozbargainer if you dont know how to to pull a refund out of a tightass without the tractor.

  • 

    Nutrino on 21/08/2017 - 10:37

    +1

    So if you purchased 50 items for a total of 'x' amount, how is anyone to know what items you specifically bought with just a bank statement?

    • 

      [Deactivated] on 21/08/2017 - 12:25

      You talk a blue streak and make sure everything you say makes logical sense.

  • 

    Baysew on 21/08/2017 - 10:58

    Businesses can ask you for proof of purchase

    To use your rights to a repair, replacement or refund you will need to keep the receipt or other type of proof of purchase. Sometimes you may need to provide more than one of these things to support your claim – for example, when a credit card statement does not clearly itemise the product.

    It is also a good idea to keep records about any descriptions and promises of how the product or service should appear and work.

    Keep receipts in a safe, dry place and take a copy of them if you are worried about fading.