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Refunds of unwanted credit and goodybags

By: essie112mm | 22-06-2014 18:09



The following statements are taken from the Terms and Conditions : 


"4.12 giffgaff shall not be responsible for any loss or damages incurred as a result of delayed or incorrect top-up"


"4.3 We will not have any obligation to make a refund to you where you purchase more call time than you intend, for whatever reason"


In recent weeks there have been a lot of examples -more than usual it seems - on the Help and Support forum of members saying that they were charged for credit that they didn't want, and asking if a refund can be given. This tends to happen when a goodybag is purchased, but sometimes it can also happen that credit/or a goodybag is bought for the wrong account and the member wants to transfer it to another account.


At the moment helpers reply with three different answers :


1. No, you can't switch credit/goodybags between accounts. 

2. Contact an agent and you might get lucky

3. Contact an agent as there's no reason why you can't ask for a refund or transfer.


Very often a thread attracts all three answers and obviously not all can be correct. This is confusing and unhelpful to the author of the thread. In view of this I think it would be helpful to get clarification from Educators on the subject and one definitive answer for all helpers to post. I started a thread on the Contribute forum a couple of weeks ago in the hope that it would result in one of them replying, but to no avail.


My own view is that unless there is a system glitch, in which case a refund is in order, the onus is on members to check what is in their basket before agreeing payment. Also that the account they are logged into is the correct one.  


My idea :

I have therefore come up with an idea to facilitate this whereby before a member clicks on the final payment button a pane would appear requesting confirmation that the goodybag/credit in the basket is correct, (and the username and number for this account should appear on screen) with a small box which has to be ticked to signify that this check has been done. In my original thread @gordie10 and @asciimotog suggested that I should also add the words username and number in bold lettering and I am happy to include their ideas. 


If this idea attracts enough kudos and is eventually adopted by gg there should then be clarity for all members. 


As ever, please feel free to leave feedback.


by: nickyheywood
on: 20-10-2019 12:12

great idea

by: adamtheant
on: 07-08-2019 09:58

certainly a very good idea hope this gets implemented

by: p7dwy
on: 04-03-2019 10:20

Very old idea, it should of been well sorted out by now.

by: faith87639
on: 12-09-2018 18:48


Yesterday you took £40 out of my bank when I only wanted to top £20 and I pressed start goody bag it hasent done it? Could you please refund me and start my £20 goody bag please?

by: bethanykelly
on: 23-04-2018 21:07


by: mikeclubs181040
on: 10-04-2018 20:05

Hello everyone, what a great Idea. I would love to see this implemented.

by: 8__kai__8
on: 07-03-2018 05:51

great idea. This just happened to me. I think if there was a purchase review beforehand then this would help to avoid these situations. Like in my case the one click purchase meant that i did not get to review. Some giffgaff members may not be able to afford such a mistake.

by: eluminea
on: 28-12-2017 10:00

Certainly, great idea.

by: beautifulflowers
on: 12-06-2017 17:18

by: alexmonro1958
on: 27-04-2017 19:12

I think that this suggestion might help give some clarification to some members who sometimes seem to get confused about their topups. Anything that helps reduce confusion must be a good thing.