I received a gift from my parents. If they placed order online using credit card, would I get a refund as a check or cash ? Have another gift purchased via paypal. Instruction for the gift returns a little bit confusing. In what casesPlease clarify.
1) Gift purchased online with credit card. How do I get money back ? Cash or check ?
2) Gift purchased online with paypal. How do I get money back? Cash or check ?
In what cases, the original purchaser will be refunded ?
Thanks for reaching out!
The How will I get my refund? section of the returns FAQs refers to mailing in your return. If the gifts were purchased online, you have proof of purchase, and you are returning them in an REI store, you will have the option of returning the money to the original credit card used or receiving cash if the card is not available. For the PayPal return in store, you will receive cash.
If you have any other questions we encourage you to visit your local REI store and speak with a customer service specialist or connect with our Sale and Customer Service team at 1-800-426-4840 or via live chat.
Hopefully this helps, thanks!
@REI-JohnJ Thank you for clarification. I'm planning to return to the store next week, store is close, and it does not make sense to pay for the shipping.
1) Please clarify, "or receiving cash if the card is not available". I assume it means I do not have original credit card that was used for the purchase. Credit card is functional though.
2) Credit card can not be available, as those who bought me a gift live in a different state.
3) Is there a limit on CASH returns by the stores or it is store-dependent (if CC not available or for a paypal purchases for the gift orders)? If 2 jackets costs over $500, that seems like a lot of CASH to receive. Is there an option to receive a check too ?
4) lastly, those orders had to be placed as "gifts" , so I need to have a gift receipt to qualify for the return / cashback, correct ? I see there is an option to do that specifically,“Is this order a gift?" https://www.rei.com/help?a=Placing-a-Gift-Order-Online---id--WS6SBln1SQ2ODz_T1tXDmA
You're welcome! Great questions:
Hopefully this helps, thanks!
I was attempting a similar gift return at your Fremont location & was turned away a due to new COVID policies I was unaware of. I headed down to return after reading this thread & was happy to find that cash returns were given out as some retailers are stingy with these kind of matters. I explained I didn’t have access to the card & requested a cash return, I was subsequently denied due to the fact that REI is only allowing cash returns of $100 or less due to COVID & after calling around the manager of your Mountain View location was quite smug & frankly rude in explaining that I couldn’t be helped & I’d just have to wait for a check as if I was some employee. This will be my last visit to REI as it’s absurd to turn people away based on the fact you don’t want to touch money & supposedly banks are being restrictive about cash in general, your messages were quite helpful here but make sure to include that as the recency of this thread led me to believe I was able to get a cash return regardless. Take care!
Thank you for reaching out and we're sorry that we missed the mark in your experience trying to process a return. Sometimes there are extenuating circumstances in our stores that may inhibit the amount of cash available for returns. We have contacted the store teams involved and it sounds like that may have been the case here. We will follow up with you over the direct message feature here in the community.
We apologize that we didn't live up to your service expectations and we appreciate the opportunity to make it right.
Have a great day!
Hello guys - quick update: I returned 3 item ~$600 i received as a gift (was payed with paypal), the check was supposedly ordered. I was offered a check, will see how long it takes to get it. The limit for cash refunds is $500 according to the store manager - Paramus, NJ locaiton. Store manager claimed if the gift was payed by credit card (not with PayPal), the money could be returned to my own credit card that was not used to pay for the order? Is it even possible ? Maybe misunderstood smth. Again, my understanding there would be only 3 ways to get money back when returning gift orders 1) Cash, 2) check 3) store credit. Correct ?
Question: can the store force the customer take a store credit or deny cash/check ?
Looks like policy should be better coordinated between different stores or it becomes mess. Why doesnt corporate REI standardize it ?
Thank you for circling back with your experience. We are sorry there is continued confusion around how you would receive your return. Let me see if I can answer your questions:
To remain compliant with credit and debit card regulations, bankcard (credit/debit) returns should be applied to the same card that was used in the original purchase. While it falls outside a 'normal' operation and is an exception, a manager may be able to override a return to a credit/debit card that was not used for the original purchase in certain situations. As an example, if you made a purchase with a credit card and, in the time between your purchase and return, the credit card expired (or was lost) and you had a new one issued. Credit/debit cards with different numbers are considered different bankcards, even if they are linked to the same account.
As much as possible, we try to return purchases to their original method of purchase. Store credit is the tender option available to customers who purchased at item with a gift card or store credit. While store credit could be issued if a customer would prefer, a store will do its best to process a return (with a valid proof of purchase) to the original method of purchase (i.e. debit/credit card, cash, or PayPal). A check is normally only offered if the cash return amount is over $500.
Our refund options are as standardized across REI as they can be, while still allowing for the flexibility to accommodate all of the variables (such as cash on hand at a store) inherent in processing returns and giving managers the ability to exercise their judgement when necessary. You are correct that our normal procedures for the return of a gift with proof of purchase would be cash, check, or store credit.
Hopefully this helps, thanks!
Visited REI store again to return one item from the same gift order placed via PayPal (#A167251694). Neither sales stuff nor store manager actually knew the policies that you posted here. They tried to force me to receive store credit / store card and knew very little regarding receiving cash or check refunds. At first, they tried to tell me I'm not a member, and this policy maybe for members only. Finally, I was issued cash refund for ~$100. Can the store refuse to issue cash or check for PayPal orders ?
Importantly, the refund check for the 1st part of my order was requested 2 weeks ago at the same store and I still have not received it from REI. Does it sound like a mess to you ? Can you please explain the policy to the REI Paramus NJ location ?
In addition, I was told if the gift order was placed using someone else's credit card, the return will be issued to that credit card (something we discussed above) or again via store credit. Again, do you have rules and policies or this is at the discretion of the store manager ? Can the customer select the check refund method or not ? Why then to establish erroneous policy of providing cash or check refunds to the customers if you yourself can not enforce it ? Sounds like a very misleading policy.
thanks for clarifications.
Thank you, again, for reaching out. We apologize that there continues to be confusion around your returns and refunds. As I stated in my previous response, while we do have guidelines around returns processing, we also try to strike a balance that allows for managers to exercise their judgement in our stores. There are often circumstances and situations that require flexibility on their part. If you have further questions about your return or the process of your check request, because we do not have visibility to transactions and purchase history here in the community, we recommend calling our sales and customer service team at 1-800-426-4840.