Gift Certificate Refund Question

[denise t]

Ok, i'm having a situation with a client. It is a long story but I would love someone's opinion. Oh i'm in Ohio if that helps anything.
I had my own place downtown for a few months. It wasn't working out so i moved into my home. I have a room set up in my house, very professional, blah blah blah. Well while I was in the shop downtown I had a lady buy 4 gift certificates for mother's day. One of the g.c. was redeemed while I was still in the shop downtown, so there are still 3 g.c. from that purchase to be redeemed. The purchaser emailed me about a week ago demanding a refund (of more than she paid total) for the g.c. since I was out of business. I responded and told her I am not out of business and explained the move and told her to have the other g.c call me to get an appointment. Few days later she emails me again saying that the g.c. people are uncomfortable coming to a stranger person's house or having a strange person come to their home ( i do in home too) and she still wants a refund. G.C. are non refundable or redeemable for cash is clearly stated on my website. I tell her ok, mail me the 3 g.c. that have not been redeemed and I will mail you a check. She says she only has two cause the other was thrown away since i am not in business (i am and have told her countless times) and is still demanding a refund of all three. I don't feel i have done anything wrong, and am going above and beyond what i need to do by refunding her for the g.c. she can give back to me. But i am not comfortable giving her money for g.c. she does not give back.
I would like to get some opinions. Is there a law that says they can get their money back? The only law I can find is your g.c. can't have less than a 2 year exp date. Should i give her money back for the g.c. she doesn't provide? Ahhhhhh, she has been so rude and so nasty, very demanding (all via email). And i do not want my business bad mouthed but I also have to stand my ground. Grrrrr. Sorry so long, thank you!!

 

[rick]

Gift Certificate Refund Question

G.C. are non refundable or redeemable for cash is clearly stated on my website.

Point this out and let her know you're already being more than accommodating by offering to refund the two that she does have and that you can't refund a gift certificate that she isn't able to give back to you. I mean, that's basically like trying to get a refund for a handbag or pair of jeans or something while not giving it back to them, right? t017

 

[Pompal 09.]

Gift Certificate Refund Question

Here is what you could do (aggravating as it might be, because I TOTALLY understand what 'sales are final' mean!). They still have the option of redeeming them, but are refusing to. You probably don't want to refuse altogether and getting her off your back would be worth it. So here: One gc has been redeemed, one is lost (not your problem.) Offer to refund the price of the two unredeemed ones *when you get them* minus the full cost of the other two, if they were discounted. Say it was 4 1 hour massages for $200 - $50 each. Regular cost is $65 per hour. Refund her $70. $200 - $130.

That's if you want to just be done with it. Or stand firm, tell her all gcs are final, it says so *here* and they still have the option of redeeming the 2 left or not since you are not out of business. Simple as that. Let her get mad, just because you're a small business doesn't mean you HAVE to give in. And lost gcs are on them.

Let us know what happens.

EDA, no she doesn't get money back for something she isn't returning.

 

[jillianbarker84]

Gift Certificate Refund Question

Thanks for the opinions. She says she will be here tomorrow at 5pm. So we will see how it goes. I plan to only refund her for gift certificates she gives back. No more no less. I just really want to be rid of her and I think she just wants quick cash. She never contacted me to see if I was in business just assumed right away I wasn't and demanded a refund. She won't take a check cause "refunds are paid in the form in which they are received. Apparently I know nothing about business, shown from the lack of time I was in business" is what she stated to me. So I told her if she wanted cash she needed to make an appointment and I would give her cash for only the gift certificates that she brings. I'll keep you posted to how it goes. Thanks so much!!

 

[trublu]

Gift Certificate Refund Question

Thanks for the opinions. She says she will be here tomorrow at 5pm. So we will see how it goes. I plan to only refund her for gift certificates she gives back. No more no less. I just really want to be rid of her and I think she just wants quick cash. She never contacted me to see if I was in business just assumed right away I wasn't and demanded a refund. She won't take a check cause "refunds are paid in the form in which they are received. Apparently I know nothing about business, shown from the lack of time I was in business" is what she stated to me. So I told her if she wanted cash she needed to make an appointment and I would give her cash for only the gift certificates that she brings. I'll keep you posted to how it goes. Thanks so much!!

Make sure that before you hand over the cash, you have something printed that says she has received the cash for the specific gift certificates - just in case it gets weird(er)

 

[WhereAMi?]

Gift Certificate Refund Question

Wow... some people can be very mean!

I probably would refund her to BUT I would say that since you are going BEYOND what is legally required, you are taking a handling fee to cover the initial cost of the certificates. And NO do not refund one she doesn't return because I can guarantee someone will try to use it a year from now.

I had someone buy a cert from me at the company I work at and he thought it was for use at the company, not my office. I think he lied and just changed his mind. Regardless, I did refund him but minus I think like $3. He didn't argue.

Why should you also lose out on the cost of your supplies and time?

 

[sunny n]

Gift Certificate Refund Question

Thanks for the opinions. She says she will be here tomorrow at 5pm. So we will see how it goes. I plan to only refund her for gift certificates she gives back. No more no less. I just really want to be rid of her and I think she just wants quick cash. She never contacted me to see if I was in business just assumed right away I wasn't and demanded a refund. She won't take a check cause "refunds are paid in the form in which they are received. Apparently I know nothing about business, shown from the lack of time I was in business" is what she stated to me. So I told her if she wanted cash she needed to make an appointment and I would give her cash for only the gift certificates that she brings. I'll keep you posted to how it goes. Thanks so much!!

No, actually they're not, in re: paying in the form they are received. I could pay by check for an item at say, Walmart but if I return it with a receipt, I'd get cash back. There are many stores that only give instore credit (ie, gift cards) for returns. Tell her that is your business policy!!! Take her unused gcs and give her one in return for the same amount!! Hahahaha : ....ok. I'm a little punchy right now but I'm just laughing thinking of her face if you did that!!! Would almost be worth it, eh?

 

[wo1f4me]

Gift Certificate Refund Question

Well she never showed up, she never called nor has she emailed me yet. I'm def not contacting her. I'm expecting and email tomorrow or the gc in the mail. But i do think i'm gonna be "unavilable" till after the holidays. I'll keep you posted as to what happens.

 

[shefali b]

Gift Certificate Refund Question

After all that she doesn't show! Geez!

 

[Pringle]

Gift Certificate Refund Question

Wow, that is a sticky situation. We've seen a few sticky ones since we opened up, too (although for packages, not gift certificates-- YET [knocking on wood]).

I had a lady request a refund for a package of which she'd used one session recently. At least she asked politely, humbly stating that she realized that "packages are not refundable". She'd moved across the state, and we live in a BIG state. We told her no at first, but then we discussed the matter and decided to refund her for the unused sessions, minus the "discount" (i.e., she paid "full price" for the session she did use), and we also took a nice "handling fee" for our trouble ($20, I think). She was happy just to get something back. It hit is at a very difficult time financially, but we decided in the end that it would be a "what goes around, comes around" sort of thing; and besides, we'd rather be out that little bit of money than have three unused sessions hanging around on our books forever... or worse, be used by the snippy mother-in-law who came to harass us the next day after I told the lady "no". Some clients you DON'T want to hang onto (the original client was very nice, to be honest. The first time we met her, as well as through the whole refunding ordeal.).

I agree not to "rock the boat" by contacting the lady who didn't show up. Be aware, though, that people like this rarely forget that they are "owed" money, and expect her to pop in again at the unlikeliest of times. I'd probably actually set that money aside in an envelope somewhere with a note in/on it nutshelling the situation, in case she does show up again. Then you won't get caught in a bind. And mark on the envelope the expiration date of the gift certificates (lucky. in our state, the money for expired gc's is supposed to go to the state in some 'unclaimed money' fund). If she hasn't shown up by the time the expiry date hits, the money is YOURS-- go celebrate, LOL!

 

[ivor g]

Gift Certificate Refund Question

Well she never showed up, she never called nor has she emailed me yet. I'm def not contacting her. I'm expecting and email tomorrow or the gc in the mail. But i do think i'm gonna be "unavilable" till after the holidays. I'll keep you posted as to what happens.

She's probably going to try to give them to other people as Christmas gifts... :roll:

 

[Midnight Rider]

Gift Certificate Refund Question

Well she never showed up, she never called nor has she emailed me yet. I'm def not contacting her. I'm expecting and email tomorrow or the gc in the mail. But i do think i'm gonna be "unavilable" till after the holidays. I'll keep you posted as to what happens.

She's probably going to try to give them to other people as Christmas gifts... :roll:

Actually, that could end up being the best possible outcome, especially if they do end up getting used! New clients, and the "fussbudget" out of your hair for good!

 

[aqua_galkayak]

Gift Certificate Refund Question **UPDATE**

Well i still haven't heard from her but i did hear from one of the gift certificate holders last night. She was very nice over the phone. Scheduled her appointment and said she was looking forward to it. I asked for her name and that is when she told me she was such and such's mother. So i'm a little worried that she is gonna be a pain. But she seemed very nice over the phone so we will see. I'm also not gonna bring up the fact that her daughter was trying to get a refund on the gift certificate. She has an appointment this friday. I'll let you know how it goes.

 

[Pam R]

Gift Certificate Refund Question

That's great! Since she (purchaser) said she only had two left (I recall the one that was thrown away)... this means you'll only have one more that should be eventually showing up in the future.

Even if this person is a pain, which it doesn't sound like she'll be, you only have one to go.

 

[javon]

Gift Certificate Refund Question **UPDATE**

I'm also not gonna bring up the fact that her daughter was trying to get a refund on the gift certificate.

I can't imagine ANY situation EVER occurring where it would be ethical/appropriate or even a good idea to tell a GC recipient that the purchaser was trying to get it refunded before they gave it to them.

I hope it goes well with the mom...let us know what happens.

 

[GingerSpice]

Gift Certificate Refund Question

Well the massage went well. She was very excted to get a massage and had never had one. Didn't act uncomfortable coming to a "stranger's house". She was nice, friendly and super bubbly. So it went well, but here is the kicker. My client said that the purchaser (the one who was trying to get a refund) called her and said you really need to use that gc, make sure you use that gc. And then she (my client) said that her daughter (the purchaser) was on the phone with her when she pulled up for the massage and told her to have a great massage. WOW. Hopefully this will be the end of this situation. According to the purchaser there should only be one more massage to be redeemed (if she was telling the truth). Chalk this one up to a learning experience. It now says on my website and gift certificates "non refundable or redemable for cash"

 

[Psycho?Kitty]

Gift Certificate Refund Question