Refund to the buyer by bank transfer. How to make a refund to the buyer by bank transfer and when it is necessary

If the consumer is not satisfied with his purchase, he can return what he purchased back to the store. To do this, you must present a cash receipt or other document proving payment for the purchase. If the receipt has not been preserved, it is allowed to provide testimony of a witness who saw the fact of the acquisition.

In case of refusal of goods directly on the day of purchase, the client submits a fiscal document, and the seller fills out an invoice for the accepted purchase.

But, if the client came to the store for the occasion in question, a few days after making the purchase, there will be a slightly different procedure for transferring the money spent by the client.

To do this you will need the following documents:

• Application indicating the client’s passport details and the reason for refusal of purchase;
• Fiscal document;
• Cash order.

In this case, the money is issued by the cashier at the store’s cash desk at expense order, indicating the client’s passport details.

The procedure for returning funds to the buyer

It is the client's right to choose a payment method. Therefore, the form of payment depends on the buyer’s wishes and the technical capabilities of the point of sale. That's it now more people They pay at retail outlets using credit cards or divide payments into cash and non-cash. In such cases, the store seller is faced with the question of how to return the money if the customer requests it.

In this case, certain rules apply. If the purchase was paid in cash, the refund is made from the cash register, as well as by bank transfer. In the latter case, the client must make a written request for the return to be made to the card, and indicate the relevant details.

Funds must be returned in cashless form if the purchase was initially paid for by card.

Refund to the buyer by bank transfer

If the buyer paid for the goods by card, used an online wallet, made a transfer or payment from an account, the amount is returned in a similar way.

When making a return you must provide:

• Product with preserved primary properties and intact packaging;
• Warranty service coupon, if available;
• Passport or other document confirming the identity of the buyer
• Application with a request to return the spent funds.

The application is drawn up in free form or according to a specific template used in a particular point of sale.

Grounds for returning money to the buyer

If the purchase does not suit the citizen in color, size or other physical parameter, you can return the purchased product within 2 weeks. The store is required to pick up the product only if the packaging, all seals and labels are intact. Moreover, the seller has the right to offer the client a similar product in order to make an exchange, this is done first. If such an item is not available on the day of request, the money is usually returned.

If you purchased a defective product, you can return it during the warranty period. If the seller is unable to cancel the defects or replace the product with a high-quality product of a similar brand, he will compensate the cost 100% of the time. In the event of failure to fulfill a supply contract concluded between two organizations, compensation is also paid if an advance payment was made under the contract.

Deadline for refunding money to the buyer when returning goods

The law provides for several return periods. Money. The period depends on the reason for canceling the purchase and the method of payment.

For non-cash payments, the money must be returned within ten days. Cash will be returned within 3 days. And returns for goods of inadequate quality are carried out within several weeks.

It should be added that if the payment of funds is delayed due to various circumstances, the client has the right to demand payment of a penalty. In this case it applies general rule according to which the refund is 1% of the cost for each day of delay. However, such a claim is made only after a decision of a judicial authority.

Application for a refund to the buyer

The law on the protection of rights states that the buyer can exchange or return a purchase if it does not suit him in color, style, or size. And here you need to compose. Please note that there is a list of items that cannot be returned. These include medications, personal hygiene products, jewelry, plants.

If the purchase is not included in the special list, the seller is obliged to exchange the product or return its cost if a similar product is on this moment time is missing at the point of sale. These options are possible only if the presentation, consumer characteristics and seals are preserved. During this procedure, it is necessary to draw up and sign a corresponding written request.

Almost every citizen knows his rights as a consumer regarding the return or exchange of purchased goods.

Few people delve into the nuances associated with the return of money paid for goods if such a demand has been received from the buyer.

Moreover, compliance with the rules of this procedure is the responsibility of the seller.

Therefore, subjects entrepreneurial activity You should take note of the question of how the return of money paid for goods to the buyer is processed and what features you should pay attention to.

Return Policy

The main points related to the return of goods and the amount paid for the goods are contained in the Federal Law “On the Protection of Consumer Rights” and the Civil Code of the Russian Federation.

If the product that the buyer requires is not available in the store at the time the return request is made, the seller must return the entire amount of money paid for the product.

The amount that was valid on the day of purchase will be refunded.

It should be noted that if the seller has a similar product, he is not obliged to return the money to the buyer.

Attention

It is important that the returned goods have consumer appearance, factory labels, and have never been used by the buyer. You can return an unsuitable product within the general period established by law, which is two weeks.

When purchasing a low-quality product, a claim is submitted to the seller, indicating the requirements, which may include the return or exchange of goods, repairs at the expense of the seller, etc.

If everything complies with the established rules, the seller must proceed to documentation to return the amount of money.

The procedure will depend on when the buyer decided to return the item, on the day of purchase or after it, and how to carry out the return if the item was purchased using bank card.

Return on the day of purchase

If the buyer decides to return the product on the day it was purchased, the seller should adhere to the following rules:

• The buyer must present a document confirming the purchase of the goods from the seller to whom he is returning it.
• The seller fills out the invoice in two copies.
• Refunds will be made from the cash register that issued the original purchase receipt.
• If the cash register is already closed and the report is being withdrawn, it will not be possible to return the money on the same day. After the end of the work shift, a report is drawn up in the KM-3 form. This form is unified.

Thus, the procedure for returning the amount paid for the goods that the buyer decided to return is not particularly difficult. All that is required of the seller is to properly document the return.

Returns not on the day of purchase

The return policy will be as follows:

• The consumer writes a corresponding statement. The format of such a statement is arbitrary and contains general information about the buyer, information about the purchased product, the reason for the return and relevant requirements. A sample application is usually provided by the seller.
• A consumer's check and passport will be required as documents.
• The seller draws up an invoice and signs it on his part and that of the buyer.

The refund is made within three days from the date of receipt of the application and is issued on the basis of a cash receipt order.

Refund to bank card

The funds deposited for the purchased goods must be returned to the buyer’s card upon presentation of the receipt and the card itself from which the payment was made, based on the acquiring agreement.

The basis for the operation will be a return receipt, the form of which has not been approved.

The form of the receipt can be clarified with the bank itself, which organizes operations for the interaction of plastic card service points (acquirer). To receive the amount, the buyer must submit a statement to the seller.

Information

If the return must be made on the day the goods were purchased, then a payment cancellation operation is carried out and a corresponding entry is made in the cash register.

The seller fills out a return certificate. If the return is not made on the day of purchase, then the procedure established by the agreement with the bank is taken into account.

To return the money, the seller sends information about the return to the bank. After which the seller’s bank returns the funds to the bank that issued the plastic card, and the latter returns the funds to the buyer’s account.

Returns when purchasing through an online store

Refunding money when purchasing goods remotely, that is, via the Internet, differs from the method of returning money when the buyer personally contacts the store.

All necessary information must be posted on the seller’s website and included in writing in the parcel itself.

The information provided must include: the address where the return will be made, the period and procedure for returning the goods and money paid, an indication of the consumer’s obligation to preserve the presentation of the purchase and its consumer properties.

Warning

The seller has the right to deduct delivery costs from the buyer when returning funds. The general period for refunding funds is 10 days from the date of filing a claim with the seller.

You can get money on:

• Bank card.
• By postal transfer.
• Internet wallet.

A statement must be written in the name of the seller.

Sale and markdown

If an item was purchased on sale, then all the rules that were described earlier will apply to it.

Exceptions to the rules will be discounted items. They cannot be returned to the store or exchanged and are not covered by warranty repairs. Every buyer should know these conditions when purchasing discounted goods.

In practice, there are cases when buyers begin to make claims against sellers and only receive a refusal. In this case, the seller will be absolutely right, since the right to refuse is given to him by law.

The discounted product has technical or other types of damage; accordingly, it was initially in a non-working condition, which the buyer was aware of at the time of purchase.

Thus, depending on the method of payment and the moment of presentation of the request for a refund, the actions of the seller will vary. If he incorrectly registers funds, an administrative fine may be imposed on him.

The buyer has the opportunity to refuse the product he purchased if he is dissatisfied with the purchase. This situation may arise if the product does not fit in size, color, or has any flaws. In this case, the seller needs to return the money received for the products sold. Funds are returned to the buyer by bank transfer when purchasing goods using an electronic wallet, when paying with a bank card, when making postal transfer.

Rules for returning goods purchased by bank transfer

Refunds to the buyer are made upon presentation of:

• goods with saved physical properties, with existing labels, not in use, in undamaged packaging;
• warranty card (if available);
• identification document (passport, driver's license);
• a sales receipt or other document punched at the checkout that can confirm the purchase of goods in a specific place and full payment (in the absence of a fiscal document, the purchase of goods can be confirmed by a witness; in chain stores, the receipt can be printed again, since they are stored in the database);
• applications for refund of funds paid.

Refunds of funds deposited into the store account via bank transfer are not possible by issuing cash from the cash register.

To return goods by bank transfer, you must fill out an application in free form or according to the sample specified by the store.

The seller must draw up an act for the return of goods, which also does not have an approved form, but when completing it, it is necessary to indicate a number of mandatory details:

• short description the product for which the return is being made;
• buyer's passport details;
• amount to be refunded;
• detailed reason for refusal to purchase.

The act prepared and filled out by the parties is drawn up in two copies.

Refund period

The law establishes a 10-day period for the return of the buyer's money for non-cash payments from the date of submission of the application. If the return is made for a defective product, this period increases to 14 days.

The seller sends a payment slip to the bank for a refund by bank transfer. Within 3 working days, a bank employee is obliged to register the payment, check its accuracy and send it for execution. Subsequently, the period for returning funds to the card depends on the efficiency of the particular bank. Commercial banks refund money faster than government ones. In any case, this period cannot exceed the 30 days established by law.

The buyer has the right to receive a penalty in the amount of 1 percent of the amount to be returned in the event that the seller violates the terms for the return of funds.

Conditions for refusing to return goods purchased by bank transfer

The seller has the right to refuse a refund under the following circumstances:

• the buyer tries to return a food product of proper quality;
• Products requested for return are included in the list of exceptions for goods that cannot be exchanged or returned (various medications, personal hygiene items, furniture, jewelry, etc.; the list was approved by Decree of the Government of the Russian Federation of January 19, 1998 N 55);
• The 14-day period has expired allowing you to exchange or return the product, or the warranty period for returning goods of inadequate quality.

Is it possible to withdraw cash from the cash register?

A natural question arises. Why can’t the buyer’s money be returned from the cash register?

Documents establishing this rule, approved by tax and other government agencies. Thus, the Federal Tax Service of Russia for Moscow issued Letter No. 22-12/087134 dated September 15, 2008, explaining the procedure for returning funds for non-cash payments.

The issuance of money from the cash register is interpreted by tax authorities as illegal cash withdrawal, for which the law establishes significant fines.

Features of returning goods purchased in an online store

IN Lately Internet trading has become widespread. Returns of products purchased this way are also possible. However, there are several features.

Current legislation regulates the buyer’s right to refuse a product purchased on the website before its transfer; in addition, 7 days are given to refuse the product after its transfer without giving reasons. A rule has been established to provide the consumer with a written reminder of the right to return the goods within a specified period. If there is no notice, the period is 3 months.

When returning goods purchased by bank transfer, the money is returned by transferring it to the buyer's account.

5/5 (5)

Refund to the buyer by bank transfer

The Central Bank of Russia provides the opportunity to return the funds paid for the purchase, even if it was used without cash form calculation.

It should be understood that the procedure is properly completed by the store, and money is credited only to the account from which it was debited. It is not possible to withdraw funds from the cash register and transfer them to the buyer in cash. This procedure is defined by several implementation features.

Remember!

• The following are included here:
• an act must be drawn up confirming the fact of the transfer of funds to the buyer by the seller, and the document reflects the fact of the transaction, the grounds for the return, and so on;
• the procedure for transferring money is reflected only as a return, which allows you to correctly reflect incoming and outgoing transactions in the future (here it is enough to correctly complete the posting).

Accordingly, the seller himself is interested in complying with the procedure for returning non-cash funds, since it will also be possible to avoid problems with the tax service.

When the need arises

Payment by non-cash means for goods and services is not prohibited by law. Accordingly, the provisions of the Law “On Protection of Consumer Rights” will equally apply to cases where the buyer pays with funds directly from a bank account.

What can a buyer do if he discovers defects in the purchased product?

Important! The Law on PPP in Article 18 provides for the following requirements:

• replacing a bad product with the same one, but without flaws (there must be full compliance with the brand, model and other characteristics);
• provision of goods of a different brand, but the same model with recalculation of the price;
• reduction in the cost of products in proportion to the detected deficiencies;
• repair of goods by the store or reimbursement of expenses incurred by the buyer when correcting product defects;
• refuse the transaction, terminate the contract and return the money paid, regardless of whether the payment method was non-cash or cash.

Transferring the goods to the store to complete the refund procedure will not be a mandatory requirement.

If the buyer simply does not like the product in terms of size, color, model and other characteristics, he can also implement the non-cash refund procedure.

Please note!

It is enough to keep within two weeks when sending refund requests. However, to do this, you should remember the list of goods approved by the Government of the Russian Federation (Resolution No. 55), which includes products that cannot be returned.

Also, the basis for receiving funds paid on the card is the seller’s failure to fulfill the terms of the agreement for the supply of goods. If the buyer has already made payment, and the goods were not received due to the fault of the store, then a return procedure is also acceptable. However, here the rules apply only to individual entrepreneurs and organizations.

What must be provided to the buyer by law

• goods (if the product has no defects, then with mandatory preservation of its presentation);
• warranty card, if the product provides one;
• document identifying the buyer;
• a document confirming the fact of payment for the goods;
• application for refund.

The application can be drawn up in free form or according to the sample that the store offers. If additional costs arise during the implementation of the procedure, the costs are covered by the seller.

In what cases can the seller refuse a return?

The law provides for the following options:

• the purchased products are food products;
• the purchase is included in the list of goods that cannot be returned;
• The buyer does not have a document confirming payment.

The last condition can be eliminated if the consumer otherwise confirms the fact of the purchase.

Attention! Our qualified lawyers will assist you free of charge and around the clock on any issues.

Why do you need an act of acceptance and transfer of goods?

For the procedure under consideration, it is necessary to have an act of transfer of goods.

The document must include the following information:

• full name of the product;
• brief description of the product;
• price;
• number of the document reflecting the fact of payment for the goods;
• reasons for making a return;
• Date of preparation;
• signatures of the parties.

Two copies of the act should be drawn up, since one remains with the buyer, and the second with the seller along with the check.

ATTENTION! Look at the completed sample of the acceptance certificate of goods to the seller:

Procedure for transferring money

To return money to the buyer’s card, you need to write an application and provide a list necessary documents, and also indicate the presence of shortcomings. If the seller has doubts, an examination of the goods may be carried out.

Product quality checks are not always carried out. However, there are situations in which the parties cannot agree because the seller indicates that the defects are the fault of the buyer, and vice versa. In such cases, an examination is required. Moreover, both the store and the buyer himself can initiate the check.

Please note!

Expertise is a paid procedure. The cost of inspection is fully paid by the seller. However, if it is established that the defects of the product were a consequence of improper use of the product by the consumer, then the applicant will have to pay the store’s expenses for the examination.

Mandatory replacement offer

Before transferring money to the buyer, the seller must offer to replace the product with a similar option. However, if products suitable for exchange are not available, or the consumer refuses such a procedure, the store is obliged to issue a refund.

Registration of a return with the provision of documents from the buyer

The return procedure itself presupposes a certain algorithm of actions.

This includes the following steps:

• signing a check or other payment document by the seller to confirm the transaction;
• drawing up two copies of the act of transfer of goods to the store;
• sending a payment order to the bank serving the buyer.

The main condition is that the refund is carried out in the same form as payment for the purchase, that is, by bank transfer.

Watch the video. How to return money to a bank card when returning goods:

Refund period

Refund periods according to law may vary. When cash is returned to the buyer, the procedure takes about three days. However, this period can be extended to ten days, in particular when transferring money at the buyer’s expense.

If the store delays payment of funds, the buyer has the opportunity to demand payment of a penalty for each day of delay. According to the rates of the Central Bank, the amount of the penalty can be determined up to one percent for each day of delay.

Important! The store may also demand reimbursement of the costs of the penalty, but not from the seller, but from the organization that caused the delay in payment. Most often, this is caused by the work of banks serving the seller and buyer, especially if these are different credit institutions.

Responsibility for late transfer

The seller's liability for untimely fulfillment of the obligation to return funds to the buyer is determined in Article 395 of the Civil Code of the Russian Federation. The store must pay a penalty, which is calculated for each day of delay and is equal to the rate of the Central Bank of Russia.

You should also remember about the losses that a delay in returning money entails. Damage that is established and proven by the buyer must also be compensated by the store in full.

Attention!

Refund of funds transferred incorrectly

What to do if it is not the store, but the buyer who must return the money? Such situations are possible when funds were transferred incorrectly. In this situation, the standard procedure for transferring funds only to the store’s account within no more than three days will apply.

The basis for a refund from the buyer is the corresponding payment document. Evasion from transferring funds will be regarded as a criminal offense, namely the appropriation of someone else's property.

Frequently asked questions

Non-cash payments, including the return of funds to the buyer, raise many questions: what to do if the buyer is a retail buyer, what to do with value added tax, is it permissible to issue a refund on a day other than the day of purchase.

Retail buyer

If the buyer is not a wholesaler, that is, purchases products at retail, then the return is not limited in any way, with the exception of the rule that the money for the goods will be returned to the card that became the means of payment for a specific transaction.

Attention! Changing the account is not allowed. The procedure was established by the legislator, who assigned the store the obligation to independently process payment orders for banks.

How to deal with VAT

Since some goods are subject to VAT, the seller himself controls the issue of tax deduction. To do this, it is enough to properly prepare the documents, reflecting the fact of return and the specific moment of such action in tax return. The deduction itself will be made in the standard manner.

Is it possible to return something other than the day of purchase?

For a quick return procedure, you should contact the store on the same day the purchase was made, or before the cash register is removed and the information is entered into the cash book. However, this does not mean that it will be impossible to make a refund on another day, since according to the law, a person is given two weeks to do this.

Accordingly, it is enough to meet certain conditions, for example, present a payment document, a receipt, an agreement with the seller or other confirmation of the purchase.

If the seller does not want to return the money by bank transfer

What should a buyer do when the seller, even if there are legal grounds for a return, refuses to take this action?

In this regard, the legislator provides for two stages of protecting the interests of citizens. The first is a claim procedure, which involves sending a demand to the store, failure to comply with which will result in going to court.

Important! Compliance with the claim procedure is a prerequisite. If this document is not presented to the store, the court will reject the claim.

It doesn’t matter how the store reacts to the complaint. The method of payment for the implementation of this remedy will not matter.

Sample pre-trial complaint to the seller

For correct drafting claim, it is enough to comply with the structure of the document and the content of information that must be included in the application:

• a cap. The name of the organization to which the claim is being sent should be indicated. Information about the applicant himself: name, address, contact details;
• Title of the document. It is necessary to indicate that this is a claim in fulfillment of a specific requirement;
• main part. Here the circumstances of the purchase, the grounds for such an appeal are set out, the product is described down to the minor defects that were discovered, the cost of the product is fixed, and a reference is made to the provisions of the law that allow the application of the claim procedure;
• designation of the term. It is important to give the seller time to review the claim and make a decision. Most often, in relations between consumers and sellers, this period is about ten days. The buyer also needs to indicate in what form the response to the claim should be sent;
• application. The application must be accompanied by a number of documents that would confirm the reasons and the possibility of returning the funds;
• the claim must be completed with the personal signature of the applicant, as well as the date of preparation, from which, upon personal delivery of the document, the period for giving a response from the store will begin to count.

ATTENTION! View the completed refund claim form:

Claim to a judicial authority

Please note!

If the claim was not considered by the store, or a negative response was received, then the next stage of refund for the consumer is the court.

To do this, the buyer must draw up a statement of claim and send the document to the appropriate authority (magistrate or district court, taking into account the price of the claim).

• To avoid rejection and leaving the claim without consideration, you will need to provide all the necessary information in the document:
• passport details of the applicant, as well as details of the respondent, that is, the store;
• name and details of the judicial body authorized to consider a specific case;
• claim price;
• information about third parties, for example, witnesses;
• circumstances of violation of the buyer’s legitimate interests;
• designation of the fact of compliance with the claim procedure;
• requirement to terminate the contract with the seller and collect sum of money paid for the goods, including, if necessary, indicating violations of the return deadlines and demanding a penalty;
• attachment of a document, including paper, confirming the circumstances set out in the claim;
• The statement of claim also ends with the personal signature of the applicant and the designation of the specific date of drawing up the document.

You can send an application to the court in person, through the office, by mail or at in electronic format. Due to the low cost of the claim, some cases can be considered in absentia and remotely, through the official website of the court. You can also upload the necessary documents there.

ATTENTION! View the completed sample statement of claim about returning goods:

Watch the video. How to properly write a complaint to a store:

If a store sells a low-quality product, the buyer, in accordance with the Civil Code and the Law “On Protection of Consumer Rights,” may demand a replacement purchase or a refund of the money paid. Usually the money is returned if the product cannot be replaced with a better analogue. The terms for returning funds to the buyer are regulated by law under Art. 22 and 25, any commercial organization is obliged to comply with the established rules. However, in practice it is not always possible to immediately achieve compliance with your rights.

When is a store required to return money?

If there is conflict situation, the period for returning money for goods of inadequate quality should not exceed the maximum values ​​​​established by law. They depend on the specific situation:

• Refusal of low-quality goods that have significant defects. In this case trade Organization is obliged to return the money paid by the buyer within 10 days from the date of presentation of the claims. This norm is prescribed in Art. 22 and 23.1 of the Law and must be complied with by any store.
• Refusal of a quality product that does not suit the buyer according to any characteristics. This point is spelled out in Art. 25 of the Law: According to current legislation, the period for returning money for goods of proper quality cannot exceed 3 days.

This means that the seller is not obliged to immediately return the money as soon as a conflict situation arises. However, the leadership is delaying the consideration of this case commercial organization has no right. If the deadlines have been violated, the buyer has the right to complain to supervisory authorities or go to court.

How to return money

If the seller refuses to fulfill his obligations and does not return the money for the goods within the established time frame, the buyer has the right to demand payment of a penalty, its amount is 1% of the return amount for each day of waiting. However, this situation also has a disadvantage: a penalty can only be obtained after considering the complaint in court, and this process usually takes a very long time.

In addition, store representatives often claim that the terms for returning funds to the buyer are calculated by the number of working days. However, this point is not specifically specified in the law, which means we can talk about three and ten calendar days, including weekends. Accordingly, if a store is playing for time, you can demand a penalty for all overdue days, including Saturdays and Sundays.

There are two ways to receive money paid for goods:

• Cash. In this case, there are usually no problems. Returns are most often carried out immediately after submitting a claim if the product is truly defective or does not meet the required characteristics.
• Using a bank card. If the purchase was paid for by bank transfer, it is more difficult to get the money back. Problems arise because money passes through intermediaries - this is the bank that installed the terminal, or another payment system. However, even in this case, the terms for returning money for the goods remain unchanged: if the funds have not been transferred to your account within three or ten days, demand payment of a penalty. The store will subsequently request the bank to compensate for the damage caused.

If the store violated the terms of the deal and refuses to return the money for the purchase, you should consult a lawyer. When we're talking about O a large sum, getting the money in full turns out to be difficult, so professional legal support is required. The specialist will determine what the chances of success are and suggest further steps to begin the legal process.