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Posts: 1
Registered: ‎05-24-2021

Mishandled return for refund

[ Edited ]

I recently initiated a return of an unopened computer software package ordered online and returned via UPS. UPS showed the package was delivered to your returns center on May 10. Getting no communication from the returns center and no indication that my refund was being processed, on May 17 I initiated a chat session with your customer service to check the progress. I was told by the chat agent that the return had been received and the refund processed and I should allow my bank a full billing cycle to reflect the refund. Turns out, the refund was not processed because yesterday, May 24 I received an unexpected package from your returns center. They returned my software along with a letter stating I had returned an item not eligible for refund. The letter was very generic and listed many items not refundable, with the term "opened computer software" highlighted. The factory seals on both ends of the package were and still are in place and unbroken. There was a dent in one side of the software box when I originally received it but no tears or holes anywhere in the package. How someone decided this was an opened box is beyond me and I frankly resent the implication that I was trying to return an opened package. Further, the returns center received the package on May 10. They initiated the shipment back to me on May 19, which was coincidentally the last day of the return window. I believe this delay was done to prevent me from doing an in-store retrun. Also there was no communication from the returns center concerning progress or problems with my refund until I received the returned software on May 24.


FYI, the order number in question is {removed per forum guidelines}. The case Id of the chat session where I was erroneously told the refund had been processed is {removed per forum guidelines}. And I am willing to provide pictures or any other evidence you would like to support my claim that the factory seals are still in place and unbroken and the package has not been opened.


Thank you for your time.

Posts: 1,852
Topics: 92
Kudos: 299
Solutions: 99
Registered: ‎11-23-2018

Re: Mishandled return for refund

Hello, grtown, and welcome to our online community!


Thank you for posting for support with your recent return, although I hate to hear about the situation you're facing. We'd expect the process of returning an order through the mail to be seamless, and I understand your concern with this now. I'm happy to share information about our returns and do what I can to assist now.


The option to return or exchange a software purchase will depend on the item, as outlined in our Return & Exchange Policy.. Considering you said your package was unopened, but returned to you due to being opened, I'd like to dig into this further and see what might have happened. To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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