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Can I obtain a refund of a goodybag / gigabag or airtime credit bought in error ?

Started by: essie112mm
On: 26/04/2015 | 20:46
Replies: 7
Reply

by: essie112mm
on: 26/04/2015 | 20:46 edited: 27/04/2015 | 12:25

 

 

Question

 

 

I bought a goodybag which is queued and it's the wrong one for my device / not what I intended to purchase. Can I obtain a refund ?

 

 

Answer 

 

 

When a goodybag or gigabag is queued and there are at least 24 hours before it is due to start an agent will invariably refund the cost in full http://giff.ly/agentscancelqueued

 

 

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Question

 

 

I bought a goodybag but was charged double from my bank account  and only one goodybag is showing on my giffgaff account. How can I claim a refund ? 

 

 

Answer

 

 

If there is a giffgaff service issue and / or  the double charge for a goodybag or airtime credit was the fault of giffgaff your card will be refunded in full. Contact an agent who will review your case   http://giff.ly/agentsbalance

 

 

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Question

 

 

I joined giffgaff recently but it doesn't meet my needs and I want to cancel my SIM. Am I entitled to a refund ?

 

 

Answer

 

 

If you activated your SIM within the last 14 days you are entitled to a refund if you apply to cancel within the 14 day cancellation period. If your goodybag ( or airtime credit ) has not been used you will be refunded in full, otherwise you will be refunded your current airtime credit balance or the proportion of your goodybag which remains unused.

https://giffgaff.com/support/ask/activations

 

If you bought a phone and a goodybag and either want to cancel the purchase or return the phone for a refund you will be entitled to a refund of the goodybag as well on the same terms as a cancelled SIM. Contact giffgaff on this page 

https://giffgaff.com/support/ask/returns 

 

If you want to keep the phone but not use the goodybag bought with it you will not be entitled to a refund because this was a condition of purchase of the phone. 

 

 

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Question

 

 

I am new to giffgaff. I don't understand how goodybags work and I bought a goodybag that doesn't meet my needs. Can I exchange it for a different one ?

 

 

Answer

 

 

If you activated a SIM for the first time during the last 30 days an agent will usually look favourably on your case and may make a goodwill credit payment to your account so that you can buy another goodybag better suited to your needs.  http://giff.ly/agentsbalance

 

If you are a long-standing member it is unlikely that an agent will look favourably on a request for a goodwill payment. If you bought a data only gigabag you can top up with airtime credit to pay for other services and then when the data allowance drops below 5MB buy the correct goodybag early. 

 

 

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Question

 

 

I bought a 4g goodybag but I can't get 4g in my area / my phone doesn't support 4g with giffgaff. Can I change my goodybag to a 3g goodybag ?

 

 

Answer

 

 

For a first purchase of a 4g goodybag an agent will make a goodwill credit payment for the difference between the cost of the 4g goodybag and the corresponding 3g goodybag. 

http://giff.ly/agentsbalance

 

In some instances giffgaff will automatically spot if you have bought a 4g goodybag for a 3g phone and send you a text to let you know that as a one-off gesture your account has been refunded the difference in  price. 

 

The 4g goodybag can still be used as normal. Your phone will automatically search for, and then connect to , the 3g signal.

 

 

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Question

 

 

I bought a goodybag / airtime credit for the wrong account. Can I transfer it to the correct account ?

 

 

Answer

 

Airtime credit and goodybags cannot be transferred from one account to another. The exception is when an account is old and has not been used for six months or more and should have been deactivated by giffgaff. If this didn't happen an agent will refund the credit or goodybag back to the correct account. http://giff.ly/agentsbalance

 

If the goodybag was bought in error for an account which has the wrong size SIM card for your phone you can still order a new SIM from your account and perform a SIM swap to use the allowances.

 

 

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 * If the agent link http://giff.ly/agentsbalance defeats you try the alternative http://giff.ly/simincrease then select 30 as a number from the drop down box and use the box for "any further information" to make your case.  As this is not the correct category take particular care to explain your problem clearly. *

 

 

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Useful links :

Cancel your SIM or goodybag

Buy a goodybag or gigabag early

Avoid topping up the wrong account

27/08/2017
My @mentions are turned OFF
Message 1 of 8
by: sloz
on: 27/04/2015 | 10:06
Nicely laid out, with regards topping up the wrong account by mistake, obviously if an old account( that hasn't been used for over 6 months)
has been topped up in error and hasn't been deactivated correctly
an agent will of course refund the credit or apply the credit spent, back to the correct account.
Get a free giffgaff Sim
Message 2 of 8
by: essie112mm
on: 27/04/2015 | 12:26

@sloz wrote:
Nicely laid out, with regards topping up the wrong account by mistake, obviously if an old account( that hasn't been used for over 6 months)
has been topped up in error and hasn't been deactivated correctly
an agent will of course refund the credit or apply the credit spent, back to the correct account.

Thanks for reminding me @sloz. Have edited accordingly.

27/08/2017
My @mentions are turned OFF
Message 4 of 8
by: mariacr27
on: 10/11/2015 | 10:18 edited: 10/11/2015 | 10:22

Hi, I have just bought a top up goodybag this morning but as we had an emergency my partner needed to contact me and bought me a goodybag (thhinking I still had no data) almost at the same time, now I have two! Is there anyway to get one refunded or moved to the next month please?

 

Thank you!

Message 5 of 8
by: mcilwraith
on: 10/11/2015 | 11:40

@mariacr27 your goodybag will automatically queue if you have bought 2

make sure its a goodybag though and not just credit your partner put on for you https://giffgaff.com/dashboard both should show here

Message 6 of 8
by: mariacr27
on: 10/11/2015 | 12:17
You are absolutely right I can see there it's queued for December thank you so much!
Message 7 of 8
Highlighted
by: simonjcompton
on: 11/11/2015 | 15:37

Great post,

Well laid out and answered questions I was wondering about goodybags and airtime credit that were not covered in the FAQ pages 

thanks 

Message 8 of 8