Hi all,

I am looking some advice here from anyone who might have a better idea about what to do about this particular situation: A few months ago I signed up with WorldPay for a merchant account and I was all set up after a few weeks. I paid all the setup fees and the one year in advance using my credit card. Shorly after that, I have started a relocation from Australia to the UK (I have permanent residency there) including a 3 month holiday in Japan. After wrestling with Japan integration and finding the support no help (all I got was responses of 'ok, well have to send that query to London' and nothing more) I decided that WorldPay wasn't suitable for my business, so I contacted support to see what refund I would get if I cancelled (I had not yet activated the account Live yet, it was still in test mode), and was told I would get refunded all but the setup fees (perfectly OK with me).

Now, the problem started once I tried to get this refund issued. Because I am relocating overseas I had already cancelled the credit card that I had used to pay the setup fees. WorldPay are insisting however that they can only refund to the credit card that I originally used. One particularly useless (outsourced) support person also responded with:

"
Will you be able to check with your bank if we can still issue a refund on the credit card.
They should still be able to receive the refund.
"

I'm not interested in guesswork and would most certainly not like to deal with a bank who wouldn't be particularly interested in sorting out something like this with an ex-customer who is also overseas!

I do still have my company operating in Australia (my relocation to the UK will only be for 2-3 years so I wanted to keep the company active there to receive payments from my online business), however, so I offered an option for them to simply pay me the refund using the normal channel of payment (now, surely they CAN pay me that way!), and also have offered the option for them to simply pay the monies into my UK bank account. However, one month has passed since the point I requested the account cancellation, and things haven't progressed an inch. Because of this, WorldPay strike me as being an inflexible company who's global divisions are unable to effectively communicate with one another, and with their customers. They also appear to be using cheap outsourced labour for their support centre and I have never had one good support experience with any company I have dealt with that follows that approach.

Does anyone have any suggestions on how I could possibly proceed with this?

Thanks very much in advance,
Tony

The reason for not issuing a refund other than the method of payment is fraud. If they refund you using a cheque, now, they could find in 6 months time you issuing a chargeback, or someone reporting the card stolen etc.

I would suggest contacting the bank you had the card issued from and see if you can get refunded that way.