Request for Refund Option as Logos Credit vs back to non-US Credit Cards

Logos,

I would appreciate if you can consider to have an option in your Standard Operating Procedure (SOP) for Refunding to non-US Credit Cards. An option to let your regular Logos customers a choice to keep the refund as Logos Credit in our Logos account (there is no disadvantages for Logos).

Illustration for my recent encounter:

When Logos 6 was announced and the server overwhelmed and I have no meaningful way to do my comparison at that time. So, I decided to just go with the Gold Upgrade blindly Smile

to have my hands on Logos 6. Subsequently I can decide on what final upgrade option once I can visualize what Logos 6 can do.

Charged on 28/10/2014 for Logos 6 Gold Upgrade
*FAITHLIFE/LOGOS.COM BELLINGHAM WA USD 218.14 (SGD 285.86)

Unfortunately, I have no way of finding out what new Resources were added to my Library for the Gold Upgrade once I have already done the upgrade. So I decided on the Refund Route, and with that I can use the Logos Comparison tool on the web to help me see what are the new Resources added to the Gold Upgrade and decide which final Upgrade to go for.

Refund on 08/11/2014 for Logos 6 Gold Upgrade … to Purchase Portfolio Upgrade
*FAITHLIFE/LOGOS.COM BELLINGHAM WA USD 218.14 (SGD 273.93)

I contact the Customer Service over a number of email interactions, I explained my intention, and specifically reminded whoever I emailed to, to retain my refund as Logos Credit. Despite a few reminders (assurance was given to me) it was still credited to my non-US Credit Card. International Call does not make sense for non-US customers like myself.

Apart from the Forex Exposure that we all have no control,
There are some form of uplift(s) or spread at the opposite end that disadvantages your non-US credit card customers

For this case: while Logos does not make any additional money, your customer has to pay SGD 11.93 about 4.2%. On top of that for the final re-Upgrade transaction, your customer pay another of one those uplift(s).

Request: a small change in your Refund SOP will help your regular non-US Credit Card customers save a few dollars to buy more Logos Resources Smile

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Comments

Tom Reynolds

I'm a Canadian and I have had a refund credited to my account instead of back to my CC so I'm not sure why they didn't do that for you unless someone just dropped the ball.

ChelseaFC

Sorry for your experience. I hope they get that changed. My first international buy I was shocked by the card charge as well (although not Logos fault) . Good suggestion.

SineNomine

This Canuck has never yet gotten a refund, but in case I ever do, I want that option too!

fgh

I always used to get my refunds as credit, without asking or being asked. Then I switched sales rep and the new one didn't do them himself but handed them over to CS, and suddenly I got them refunded to the card instead. The currency loss was negligible, but it took me a couple of hours extra to get my accounting correct. Very annoying. Naturally, it hadn't occurred to me to ask for a credit. Since I'd never had to before, I assumed they always handled refunds as credits, at least until asked to do otherwise. These days I do make sure to state clearly that I want a credit.

So I think what happened to you was simple sloppiness, rather than policy. In my experience that is rather frequent with this company. Every time I order, I make sure to list every item I want, every price I expect, every discount I have a right to, and every credit I want applied -- and virtually every time they nevertheless manage to get something wrong. They all seem to work so fast that they don't have time to read properly, no matter how clearly one spells it out. I've learnt the hard way never to authorise a single purchase until they've told me exactly how much they intend to charge me in total, and I've made sure it's no higher than what it should be.

On the other hand, I don't think it's really fair to Logos to just buy things on a hunch and then return them for no better reason than that you want to use the comparison chart. Their costs for that return was probably considerably higher than your currency loss.

Andy

https://community.logos.com/discussion/comment/664773#Comment_664773

My first international buy I was shocked by the card charge as well (although not Logos fault) .

Same here. To purchase a discounted book from Vyrso for 99c and then get hit with a £1.99 international transaction fee [:D].

I soon changed credit cards after that revelation!

Jan Krohn

https://community.logos.com/discussion/comment/664856#Comment_664856

I can just emphasize to compare international transaction fees from the various banks. Any decent bank will not charge more than 1 or 2 % transaction fee, and additionally, when you refund your purchase, also refund it to your account.

At least that's how international transactions on both my US$ and EUR credit cards are handled.

The card issuer already receives about 3 % transaction fee from the vendor, and some additional fee on the refund. No need to charge the customer with the same. Any provider doing so is a rip-off.

Unix

https://community.logos.com/discussion/comment/664912#Comment_664912

I'm BAFFLED by what You guys are experiencing! 1-2% is in no way decent. My bank charges 0% - I would have spent ⅔ only of the huge amounts I've spent if the BANK would have been the one charging me! I agree that they are sometime sloppy whether refunds go to the debit card or Store Credit but I've been told recently that SMALL refunds always go to the Store Credit:

Same here. To purchase a discounted book from Vyrso for 99c and then get hit with a £1.99 international transaction fee .
I soon changed credit cards after that revelation!

I can just emphasize to compare international transaction fees from the various banks. Any decent bank will not charge more than 1 or 2 % transaction fee, and additionally, when you refund your purchase, also refund it to your account.

Mark Barnes

https://community.logos.com/discussion/comment/664856#Comment_664856

For UK users who often buy Logos products, the following credit cards are the only ones currently generally available that have zero currency fees. (Read more here.)

Halifax Clarity
Aqua Reward or Aqua Advance
Post Office
Saga

I have a Post Office card I use just for international purchases.

Stephen Steele

https://community.logos.com/discussion/comment/664920#Comment_664920

And Nationwide Select

Mark Barnes

https://community.logos.com/discussion/comment/664924#Comment_664924

And Nationwide Select

Yes, but it's only available to Nationwide current account holders, so it's not generally available.

Jan Krohn

https://community.logos.com/discussion/comment/664915#Comment_664915

I'm BAFFLED by what You guys are experiencing! 1-2% is in no way decent.

I'd say that depends on the whole package. If there's no annual fee, then I'd be happy to pay 2% transaction fee.

JohnB

https://community.logos.com/discussion/comment/664765#Comment_664765

I'm a Canadian and I have had a refund credited to my account instead of back to my CC so I'm not sure why they didn't do that for you unless someone just dropped the ball.

I'm UK and have asked for my account to be credited and still received a refund.

JohnB

https://community.logos.com/discussion/comment/665113#Comment_665113

I sometimes wonder how the actual rate of exchange varies between cards which may reduce the benefit of using some cards with lower or zero transaction charges.

Has anyone tried this - especially using UK credit cards.

Unix

https://community.logos.com/discussion/comment/665046#Comment_665046

I pay 0% and haven't paid any annual fee since December 2013 and am freed from paying annual fee for another 4 years and I can basically start that extra free period any time I want. Also have another bank where I have no card, no annual fee, I can make bank transfers from the account within EU and the Nordic countries with no fees - the latter has always been free of all charges and will remain so:

I'd say that depends on the whole package. If there's no annual fee, then I'd be happy to pay 2% transaction fee:
I'm BAFFLED by what You guys are experiencing! 1-2% is in no way decent.

Go to the Websites of both Visa and MasterCard the same day, to get an approximation - and the possible difference You see there may not even be a real difference:

I sometimes wonder how the actual rate of exchange varies between cards which may reduce the benefit of using some cards with lower or zero transaction charges.
Has anyone tried this - especially using UK credit cards.

Mark Barnes

https://community.logos.com/discussion/comment/665117#Comment_665117

I sometimes wonder how the actual rate of exchange varies between cards which may reduce the benefit of using some cards with lower or zero transaction charges.

Most credit cards use the official Mastercard/Visa rates, so they're all pretty much the same. But you'll find that most cards add a transaction fee (which isn't itemised on your statement), so you'll almost certainly be better off with one of the 0% cards I listed.

Tom Reynolds

https://community.logos.com/discussion/comment/665215#Comment_665215

In Canada most cards add 2.5% as an exchange fee (as does paypal). The Amazon.ca credit card doesn't have this fee but I'm unaware of any other free ones that don't charge it. There are others where you pay a yearly fee or maintain a minimum balance in your chequing account that do this but that costs you something in the long run.