What actually is a credit memo?

Who-Raa
Who-Raa Member Posts: 9 Member
edited October 2024 in Maschine

Received a credit memo today by email. There is no supporting text or explanation at all other than a 'Thanks for buying NI products'.

I had requested a refund. There is nothing showing in my bank account, so I'd assume this is like a 'credit note' and usable in the store? Can anyone advise please. Thanks so much

Comments

  • LostInFoundation
    LostInFoundation Member Posts: 4,774 Expert

    I hope for you not. A “credit note” to only use in their store isn’t exactly as a refund

  • Who-Raa
    Who-Raa Member Posts: 9 Member

    Agreed @LostInFoundation I sent another ticket to have it clarified. I'll update here as I discover more

  • Who-Raa
    Who-Raa Member Posts: 9 Member

    Still awaiting a reply...

  • Paule
    Paule Member Posts: 1,314 Expert

    An early holiday gift?

  • LostInFoundation
    LostInFoundation Member Posts: 4,774 Expert
    https://community.native-instruments.com/discussion/comment/100892#Comment_100892

    I would not like to receive that kind of gift… You ask for a refund and they send you a credit for their shop.

    It’s a little bit like if a child writes a letter to Santa asking for the new PS5 and opening the gift package he starts seeing Chinese ideograms 😂😂😂

  • PoorFellow
    PoorFellow Moderator Posts: 5,459 mod
    edited October 2023

    Unless you have received some kind of voucher code , which I think that you have not , then the 'Credit Memo means that they are going to return you your money. The fact that they have not yet shown on account will only go to show how long process time can be either internally and/or externally by banks involved !

    If you do not receive the money then simply contact support and refer to the credit memo and state that you have not yet received your money back ! And then let them take it from there ! N.I. is no candy store (other than maybe ear-candy) so I don't think that they will cheat you !

  • Monochrome
    Monochrome Member Posts: 1,383 Expert

    Additionally to what PoorFellow said...

    "A credit memo is an official written acknowledgement that money is owed back to a customer."

    https://www.collinsdictionary.com/dictionary/english/credit-memo

  • Who-Raa
    Who-Raa Member Posts: 9 Member

    ''There is no supporting text or explanation'' is my main issue. I understand what credit is. I understand a figure with a minus next to it suggests a return of a sum of money... What I'm struggling with is why they wouldn't just say, 'your money will be returned to you within 5 working days' and because of the lack of information I'm now in the forum wasting my time, hunting for an answer. Its just bad service. Rectifiable, obviously. But it doesn't excuse them from poor service. Hey-Ho it'll be fixed soon I'm sure

  • PoorFellow
    PoorFellow Moderator Posts: 5,459 mod

    Explanations for the lack of text probably is not 'poor support' but most likely that whoever send the credit memo either thought that you would have gotten you money sooner (like right after the person clicked the send button) or maybe the person just thought that : Hey ! everybody knows what a credit memo is , or maybe they were stressed by a huge workload and forgot the rest. Could be a young and inexperienced person not used to sending credit memos. The fact that you got the credit memo shows that customer service works and you will most likely get your money returned soon , if not then help them do so by politely reminding them.

    And then in the end having had your money back then you will hopefully have confidence in that part if necessary and be back another day and buy more stuff from N.I. 😉 😁

  • Who-Raa
    Who-Raa Member Posts: 9 Member

    @PoorFellow I didn't say poor support I said poor service. I've worked in customer service and these emails are stock emails that are copied and pasted. A company that deals heavily in online transactions will post hundreds of these every week. All they need to do is amend the email to add more detail which will mean less work on their end ultimately.

    Can I add that it feels like your trying to coach me through this like I'm really upset. I'm not. Its just surprising given the scale of the company that they don't add context.

    Have a great day brother. I will 😊

  • PoorFellow
    PoorFellow Moderator Posts: 5,459 mod
    https://community.native-instruments.com/discussion/comment/101052#Comment_101052

    Sorry for my confusing service for support. no coaching here were merely trying to encourage/suggest another angle on things. And please have a very great day - on top of the great one you already have I mean 😁

  • Who-Raa
    Who-Raa Member Posts: 9 Member

    I've sent two further tickets and i haven't had a reply yet.. 8 days and no response at all. They must be very busy I guess?

  • Sumnerlars
    Sumnerlars Member Posts: 2 Member

    Can I use my credit memo to purchase more products?

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