It was an item that was never in stock to begin. They weren’t sure how I managed to place the order. I paid with a straight bank transfer, no debt or credit.
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I have worked for ecommerce companies in finance.
Everything in an online sales company is built to have money and data flowing in one direction, and that is out of your bank account and into theirs. From internal processes to payment and software solutions to approval structures. All of it is built unidirectionally. Everyone who works at that company is mentally prepared every morning to improve that flow of money into the company. Clearly refunds and returns are possible, but they are far more rare than what the company does all day every day. The person who approves returns might be out on vacation. The employee who is reviewing your case might have to send it through customer retention first. There may need to be an internal discussion for your particular problem to see if it even warrants a refund, or if they are going to offer in-store credit. Maybe the refunds ACH or credit process only runs once per week so the company can batch such activity since, as described above, it is rare and probably less automatic than when you paid.
It takes a lot more work to kayak upstream than down.
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