Refunds for digital purchases

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Electric Crocosaurus
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Refunds for digital purchases

Post by Electric Crocosaurus »

Hi everyone, I'm flagging up my experience with ShopTo.net just now and wondering if anyone else has had a similar case? I've used their store plenty of times in the past, and knowing that I wanted to pick up the Last of Us digitally I thought I'd buy some PS Store credit to use. I searched for this and clicked on what I thought was a £50 voucher, but was actually a PS Plus 12 month membership. I completed the purchase process, and it wasn't until the confirmation email came through later that I realised my error.

Thinking this was a harmless mistake I contacted ShopTo to request a refund or exchange. However, I was told that ShopTo does not issue refunds on digital codes and so they would not do this. I'm not going to go hungry for having lost £46, but this does leave a bad taste in my mouth and feels anti-consumer when compared with digital refund policies of other online stores.

I'm going to write to ShopTo to see if they will review their decision, and if not will probably take it to the UK small claims court as I think it's important to push back on these issues when digital purchases are only going to increase in number. I just wondered if anyone else had any experience of being denied a refund in this way?

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Suits
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Re: Refunds for digital purchases

Post by Suits »

I see what you're saying dude but it's tough and messy to prove that you've not used an online digital code really isn't it.

I have a feeling you have to put it in to check if its been used or not.

Then, if they check, refund you, put it back on their store - you can just use the code the following day, or a second after the refund.

Sadly, its the few that often ruin it for the genuine.

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Alex79uk
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Re: Refunds for digital purchases

Post by Alex79uk »

Yep, it's shit, especially for an honest mistake, but I can completely understand why they won't/can't refund digital codes. It's a small comfort, and it doesn't take the £50 sting away, but at least you didn't end up accidentally purchasing something you can't even use at all. Sorry though man, I'd be gutted to lose out on £50 at any time.

It's probably worth pursuing though. They may eventually refund or part refund as a gesture of goodwill. I know the Amazon customer service is the best I've ever encountered, haven't had much involvement with ShopTo, but you'd hope they'd be on a similar level perhaps.

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Electric Crocosaurus
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Re: Refunds for digital purchases

Post by Electric Crocosaurus »

Thanks both. I was quite cross about it on Tuesday but I've calmed down now; on the positive side at least it means I won't need to renew my PS Plus until well into 2022!

It still isn't a consumer-friendly policy of ShopTo, especially when compared to CDKeys (who will refund once they've verified that codes haven't been used) so it's not great practice on their part. I won't buy digital content from ShopTo till this is reversed, and as I tended to buy my PS Store and Nintendo credit from them they've lost a customer for the time being.

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Suits
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Re: Refunds for digital purchases

Post by Suits »

Electric Crocosaurus wrote:
June 18th, 2020, 12:11 pm
I won't buy digital content from ShopTo till this is reversed, and as I tended to buy my PS Store and Nintendo credit from them they've lost a customer for the time being.
Yeah, that's fair.

I was unaware that certain places (CD Keys) offered digital refund on purchased codes.

I once bought Streets of Rage 2 on my PS4 storefront, then couldn't find it in my library, did a bit of digging and I'd bought a PS3 version, on my PS4, that won't run on my PS4.

I don't own a PS3.

Chaotic process that offers too many pitfalls for users.

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DomsBeard
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Re: Refunds for digital purchases

Post by DomsBeard »

Shopto are weird sometimes.

I had some issues with Paypal so wasn't using it for a while and they had Animal Crossing for £40 on preorder but you could only buy it via Paypal?.

You would have thought being a regular customer they would've sorted you out.

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Alex79uk
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Re: Refunds for digital purchases

Post by Alex79uk »

Suits wrote:
June 18th, 2020, 1:06 pm
I was unaware that certain places (CD Keys) offered digital refund on purchased codes.
Yeah same here, I didn't even realise it was possible to check!

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