When can you say "yes" to a refund request ?
We receive refund requests from employees nearly every day who no longer need their vouchers / card top-up. As much as we would like to help everyone who asks for a refund of their order, we are not able in every case.
Our refund policy for each voucher type is below:
|I would like a refund|
|New Reloadable Cards||Orders are refundable within 30 days of receipt if card is not submitted for activation.|
|Top-ups||Orders are non-refundable.|
|Instant Vouchers||Orders for denominated Instant Vouchers can be refunded within 30 days if the vouchers have not been viewed. Vouchers where the the customer can choose any value are not refundable.|
|Instant SMS Vouchers||Orders are refundable within 30 days of receipt as long as the voucher has not been redeemed in-store previously.|
When should you say "no" to a refund request?
|The employee topped up an activated card / viewed instant vouchers before changing their mind|
|The employee has returned damaged vouchers / not the full value / vouchers different to what we sent|
There will be cases where an employee has a good reason for needing a refund and it falls outside of the normal rules. Accepted reasons for an exceptional refund are below. A team leader will need to approve the refund in such cases.
|Activated Cards/ Top-ups||Top-up was not ready at the expected time and member could not delay their purchase.|
|Instant Vouchers that have been viewed||The voucher issued by us is invalid or cannot be used within the retailer's terms and conditions for the item they are buying and we failed to make these terms available to the member.|