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refund question


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#1 José

Posted 14 September 2019 - 10:26 AM



so, WDYT about the following...
i needed to pay up front for a service. i paid by credit card which resulted in a small surcharge. thats fine.
however, when it was time for me to receive the service it wasn't able to be provided.  so a refund was issued.
do you think the credit card surcharge should have been refunded also?

#2 FuzzyChocolateToes

Posted 14 September 2019 - 10:28 AM

No, I would not expect the surcharge to be refunded.

#3 Living Type

Posted 14 September 2019 - 10:33 AM

I’m assuming the surcharge was added by the service provider? In that case, yes I think they should wear the cost. If you had changed your mind though I think it would be fair that you pay the surcharge in those circumstances

#4 Rainyeyes

Posted 14 September 2019 - 10:41 AM

Was there a way to pay that did not result in a surcharge? if so and you chose to pay in a way that did have a surcharge then no I wouldn't expect the surcharge to be refunded

#5 EsmeLennox

Posted 14 September 2019 - 10:42 AM

I think given they couldn’t provide the service, they should have refunded the surcharge as well.

Had you just had a a change of mind and cancelled the service, then it would be reasonable not to refund the surcharge.

#6 BornToLove

Posted 14 September 2019 - 10:44 AM

I agree, refund should include surcharge they added on for your payment.

As a side, eftpos and credit card surcharge really annoy me. In fact I have been known to walk away from a sale over it. Taking electronic payments is part of the cost a business has in order to do business. It should be factored into the prices they charge just like any other overhead they have (rent, inventory, equipment etc). Don’t pass it on to your customers like a nasty virus.

#7 Coffeegirl

Posted 14 September 2019 - 10:50 AM

View PostBornToLove, on 14 September 2019 - 10:44 AM, said:

I agree, refund should include surcharge they added on for your payment.

As a side, eftpos and credit card surcharge really annoy me. In fact I have been known to walk away from a sale over it. Taking electronic payments is part of the cost a business has in order to do business. It should be factored into the prices they charge just like any other overhead they have (rent, inventory, equipment etc). Don’t pass it on to your customers like a nasty virus.

The cost gets passed on regardless.   We don’t charge a surcharge at the point of sale, but the costs are definitely included into the cost you pay for those goods somewhere along the line.

What I do like about the surcharge being mentioned up front, is that I can see those that are overcharging for the fee.   Like JB HiFi.  They charge 3% to use AmEx.   I know AmEx dropped their merchant fees to be in line with Visa and MC some time ago, so I refuse to shop at JB.   They are ripping consumers off.

#8 born.a.girl

Posted 14 September 2019 - 10:56 AM

When I ran a business, any credit via cc reduced the monthly total that the merchant percentage was charged on.

If that's still the case, then yes, regardless of the reason for the refund, the merchant % should be added.

#9 Tokra

Posted 14 September 2019 - 11:47 AM

If there was a method of payment available that did not attract a surcharge and you chose that method of payment anyway, then no, I don't think it should be refunded.

If that was the only method of payment available, then yes you should receive that as part of the refund.

#10 born.a.girl

Posted 14 September 2019 - 11:55 AM

Under the legislation, companies are not allowed to charge more than it costs them.  If it costs them nothing, then that's what should be charged.

#11 CallMeFeral

Posted 14 September 2019 - 12:05 PM

They should have given a refund of the ENTIRE amount and I believe are legally required to.

https://www.finder.c...ou-need-to-know

"The RBA also stated that under their new surcharging rules, customers must be informed of the surcharge at the point of sale and are entitled to a refund of the surcharge when obtaining a refund of a purchase. Other payment companies, including Visa and American Express followed suit."

#12 born.a.girl

Posted 14 September 2019 - 12:19 PM

View PostTokra, on 14 September 2019 - 11:47 AM, said:

If there was a method of payment available that did not attract a surcharge and you chose that method of payment anyway, then no, I don't think it should be refunded.

If that was the only method of payment available, then yes you should receive that as part of the refund.


That's not the issue though. The requirement for companies to have a method of paying that doesn't attract a surcharge, is a different set of circumstances to them not profiting from the merchant fee, which they are not permitted to do.

#13 WannabeMasterchef

Posted 14 September 2019 - 12:44 PM

I think if the service provider offered a service and then didn't provide it (assuming its their error) then ethically they should wear the cost.


If its a different case like say they came out to install solar panels but there is too much shadow (as a random example) then I wouldn't expect the service provider to wear that cost as it isn't their fault.

#14 *melrose*

Posted 14 September 2019 - 01:17 PM

Yes I think you should of been refunded the surcharge.

#15 born.a.girl

Posted 14 September 2019 - 01:23 PM

View PostWannabeMasterchef, on 14 September 2019 - 12:44 PM, said:

I think if the service provider offered a service and then didn't provide it (assuming its their error) then ethically they should wear the cost.


If its a different case like say they came out to install solar panels but there is too much shadow (as a random example) then I wouldn't expect the service provider to wear that cost as it isn't their fault.

They don't wear the cost, though. Any refund they issue, also returns to them the applicable merchant fee.  If they don't add that to their refund, they profit, which they are not permitted to do.

This seems like such a simple concept to me that I can't believe anyone's arguing any reason why the company should profit from pocketing a fee they've not been charged, when they're not actually allowed to do so.

#16 EsmeLennox

Posted 14 September 2019 - 02:40 PM

Ahh...if the merchant is refunded the cost of the transaction in the first place, then they should refund the entire amount regardless of the circumstances.

How much was the surcharge OP?

#17 Sentient Puddle

Posted 14 September 2019 - 03:06 PM

Yes, you paid in good faith and if it wasn't a fault on your part then you should be refunded the entire cost to you - including the surcharge.




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