topic Re: Refund processing time in Samsung Shop

Refund processing time

HopwoodUK — Fri, 11 Sep 2020 14:28:48 GMT

Hi,

I recently returned my Note 20 Ultra for a refund, I can see on the DPD site the package has been delivered.

Does anyone know the approximate time for refund to get processed. I did not get an email from Samsung to say the device had arrived, should I expect communications from Samsung on the progress of the return and refund.

Some companies send coms for every step of a return, and some don't but I have never returned anything to Samsung so I have no experience of the process.

All the best.
Peter

Re: Refund processing time

kradcliffe — Fri, 11 Sep 2020 14:34:05 GMT

It's quite vague. I'm the email I got its said quarantine first (no specific time) then 3 working days for assessment then 3 to 5 working days to process the refund. I wouldn't hold your breath......

Re: Refund processing time

BandOfBrothers — Fri, 11 Sep 2020 17:15:44 GMT

I've had the same email saying they'll take up to 3 days to assess the items returned and then if all is OK will issue a refund @HopwoodUK @kradcliffe

The weird thing is that just the Buds Live are shown in the email which were free with the pre order and in my Samsung Account it shows as return initiated only next to the Buds Live even though they've already collected the phone , buds live and Samsung Black Leather Back Case and the tracking says they have it.

I'm guessing their systems are slow at catching up.

I'll give them 3 days and see what happens.

Re: Refund processing time

davehorne — Sat, 12 Sep 2020 18:20:14 GMT

I ordered the Clear View Flip Case for my Note 20 Ultra and sent it back after a few days or so. I didn't keep track of the time, but I received an email informing me my refund. I have since received the refund on my bank account.

I would guess this in total was less than two weeks.

I'm now in the process of waiting for the refund for the Note 20 Ultra and the EarBuds Live. I mailed the package on 10 September and it arrived yesterday, 11 September. (I returned it because Vodafone offers the Note 20 Ultra for €1085; I paid €1299 which included the free ear buds.)

When I receive the refund on my back account I'll mention that here in this thread.

Re: Refund processing time

BandOfBrothers — Sun, 13 Sep 2020 19:19:40 GMT

Update:

So far Samsung have today refunded the free Samsung Buds Live.

Re: Refund processing time

HopwoodUK — Fri, 18 Sep 2020 13:11:24 GMT

I just had the most surreal conversation with Samsung returns, when I order my ultra 20 I ordered 2 one for me and one for my wife and 2 cases. I returned one phone but decided to keep both cases. I did not think anymore about it, as my wife would use both cases

I got an email today say the case was missing from the return, so I called and spoke to someone in returns at Samsung who said as one of the cases was part of a promotion, I needed to return the case, but could not tell me which of the 2 cases to return. The operator suggested I need to figure it out, I am happy to return the case, but I need to know which one. After a long conversation it transpired that the only way around this was to return the whole order so the whole order can be refunded.

So, I need to resurrect my wife’s old phone, like I did mine. I feel like I have entered the twilight zone.

Re: Refund processing time

BandOfBrothers — Fri, 18 Sep 2020 15:03:54 GMT

Hi @HopwoodUK

Doesn't it highlight in your Samsung Account what was ordered with what along with the prices charged ?

When I ordered my N20 Ultra I got a discount off the case which is why I sent it all back as I assumed I wouldn't be entitled to the extra discount as I was returning the phone.

Unfortunately after several emails to follow up the refund it appears that it can take 5 - 10 days for the refund to happen although they've refunded the Buds Live a day or so after collecting the parcel that I received free for pre ordering.

All 3 items were returned in the same box with 3 return notes.

So here I await for £1,200.00 to be returned to me.

Re: Refund processing time

BandOfBrothers — Fri, 18 Sep 2020 15:04:52 GMT

@davehorne

Any news on your refund yet ?

Re: Re: Refund processing time

HopwoodUK — Fri, 18 Sep 2020 17:57:22 GMT

Hi,

Yes my account shows each item and a price for each item, there was no bundled items, so any additional discount should be covered by the fact there is still one phone not being returned.

I was still very confused by the first conversation so I phoned back. The person i spoke to the second time thinks there is a misunderstanding and as I am not sending both phones back then the cases should not affect the return. he said he would let me know by email today or tomorrow. my wife likes the phone and want to keep it.

I wait, like you for the next stage, I would like a refund so I can go head and order a new phone, I dont want to order one until I get a conformation that a refund is coming.

Peter

Re: Re: Refund processing time

BandOfBrothers — Sat, 19 Sep 2020 04:48:53 GMT

Hi @HopwoodUK

So an update from Samsung UK Shop Team is that they've not refunded the phone yet because logistics say they can't see the case I returned in the same box.

How that stops them refunding the phone and then refute the return of the Samsung case I'm not sure !

I've told them I'm not going to argue over a £35 case when I'm awaiting for a refund of a £1,179.00 phone !

I'm now awaiting for another email.

Re: Refund processing time

HopwoodUK — Sat, 19 Sep 2020 15:13:46 GMT

Hi @BandOfBrothers,

I agree I would also not argue over the cost of the case, it is interesting that the case seems to be the sticking point for both of us.

I still have not had an update from the samsung shop . Let's see what happens tomorrow.

Peter

Re: Refund processing time

BandOfBrothers — Sat, 19 Sep 2020 16:14:37 GMT

Yeah it's a conundrum @HopwoodUK

Not sure why they didn't refund the phone and then query the case. They were fine just refunding the Buds Live that were free

There's no reason to not refund the phone as it's a separate entity.🙄

I've sent them pictures I took of the open box before I sealed it and photos of the products and Return Notes.

I'm told they'll get back to the logistics team.

All together not a positive experience thus far in regards to the Returning of a product.

🤞

Re: Refund processing time

Deeplay68 — Sat, 19 Sep 2020 18:56:43 GMT

Sorry to hear they messing you around on the refund. But the amount of people im hearing of who are returning the wholly inept EU note 20 ultra variant must be costing them a small fortune. Sure Samsung can well afford it but this is snowballing now so maybe they are doing all they can to try stall refunds. Hope you get it fixed soon though and get your money back as is your right.

Re: Refund processing time

BandOfBrothers — Sat, 19 Sep 2020 19:21:48 GMT

Thank you @Deeplay68

People will return phone's for all sorts of reasons from not being happy with performance to buyers remorse i.e change of mind.

I'm hoping for a positive outcome next week as then they will have hit their Terms of a refund taking 5-10 working days after receipt of return.

🤞

Re: Refund processing time

HopwoodUK — Tue, 22 Sep 2020 15:19:25 GMT

Hi,

Today I got an email from Samsung returns, telling me which of the 2 cases they want me to return, not that it was bundled but because there was a discount on the case when purchased with the phone.

This is odd, it must be a process issue as I purchased 2 phones and I am keeping one of the phones, but the process must have linked the case to one of the phones, so you return that phone you must return the case.

I agree via email, then 5 minutes later I get a DPD tracking number and a note to say DPD will pick up the case tomorrow. No problem with this.

The a little later I get an email to say my original phone has been refunded, great.

But this begs the question do I really need to return the case, I asked this via email but at the moment no reply.

As I have told Samsung several times, I do not want to return the case at all. I suspect the end results of this will be, I will return a case I want to keep, get a refund and then order the same case again 🤣.

Peter

Re: Refund processing time

BandOfBrothers — Wed, 23 Sep 2020 17:49:38 GMT

Hi @HopwoodUK

Similar situation to me.

Looking at my Samsung order the case was discounted by around £8. I didn't expect a reduction and nor was this advised when I ordered it. It just applied itself and I've only noticed as I was looking through my recent orders on my Samsung Account.

But in my situation I returned the case along with the N20 Ultra phone and Buds Live all in the same parcel, and they are saying they can't seem to find the Samsung Black Leather Case.

In your situation I'd suggest to them to charge me the £8 and I keep the case. It's madness to have to return a case I assume has been opened and used to then re buy another same one at full price being brand new and un opened !

In my situation I've advised that I'm not going to halt the refund of the N20 Ultra for the sake of £35.00 for the case.

Heck I've even purchased the Mystic Black versions of the Buds Live as I liked them so much.

When you email the Samsung Online Shop Team it can take 5 + days to get a reply unfortunately which is because I think most of the agents are working from home due to the COVID-19 pandemic which exasperates the process.

I wish you all the best with this situation and I'm just waiting and hoping.

Re: Refund processing time

davehorne — Fri, 25 Sep 2020 11:15:34 GMT

I mailed in my Note 20 Ultra and the Ear Buds on the 10th of September and they arrived on the 11th.

I called Samsung today because it is now two weeks later.

A minor irritation, the young ladies I spoke to seem to have an Indian accent though they spoke Dutch. The inflection / sing-song makes it difficult to follow them in Dutch or even in English, for me at least.

My wife was listening in and she could follow because she was anticipating the accents in different places.

At any rate, I was told I will receive the refund next week, €1299.

I can't prove this, but it seems if you call, you get processed quicker. I had the same feeling when I followed up on the refund for my Clear View cover, as soon as I called, the refund was being worked on.

Re: Refund processing time

BandOfBrothers — Fri, 25 Sep 2020 16:06:36 GMT

@davehorne

Thank you for your update

I did ring too and was told my refund would happen on the 15/9/20 which didn't happen.

Maybe its a standardised 2 week refund process ?

So I'm still waiting myself for the refund.

Re: Refund processing time

BandOfBrothers — Tue, 29 Sep 2020 17:56:20 GMT

Hi @HopwoodUK

So after quite an ordeal I've finally recieved the refund for the N20 Ultra and Samsung case today from Samsung UK.

I'm disappointed at the journey I've had to undertake to recieve the refund to say the least.

🙄

Re: Refund processing time

davehorne — Tue, 29 Sep 2020 20:43:22 GMT

I returned my Note 20 Ultra and the Ear Buds Live on the 10th of September and they arrived on the next day.

I called yesterday yet again to learn the status and called twice today because I received what must have been an automated reply that only confused me further.

I was told refunds take two weeks, I'm over two weeks, and there should be more information tomorrow.

I'll call again Friday. I'm less than thrilled.

I would have liked to have received an email days after my returned package arrived.