Vouchers
A customer wants a refund on a voucher
Only the original purchaser can request a refund, and only for a voucher they still hold that has not been redeemed, gifted, transferred or reissued. Approved refunds return to the original card after review. Problems with the goods themselves are yours to resolve.
Refunds and remedies are two different things and it helps to separate them before replying.
A refund of the purchase
Narrow: the buyer, still holding it, unused, not moved. Anything else falls outside the normal path.
A remedy for the goods
Yours. You supplied whatever the voucher was for. Once value is redeemed the money has settled to you, and Fidella does not re-credit it or fund a remedy on your behalf.
The line you must not cross
A remedy owed under consumer law cannot be refused or reduced because a customer used a voucher or received one as a gift.
Common questions
They already redeemed it and want their money back.
That is a conversation with you, not a Fidella refund. Once value is redeemed, the money has settled to you and Fidella does not claw it back.
It was a gift. Can the recipient get the money?
No. The refund path runs to whoever paid, and only while they still hold it unused.
Can I refuse a remedy because they used a voucher?
No. A remedy you owe under consumer law is owed regardless of how the customer paid or whether the voucher was a gift.
Related terms
- RefundReturning a paid voucher's value to the original purchaser's card.
- VoucherAn entitlement a customer holds and can redeem at the business that issued it.
- RedemptionSpending earned or held value: taking the reward, using the voucher.
- SettlementWorking out what a merchant is owed after fees, and paying it out.
Still stuck?
Send us the details and we will pick it up. The form opens with "Vouchers" already selected.