I purchased a OnePlus 7 Pro, but decided to return it (not because of DOA or manufacture defect). I paid the $699 using a $100 trade-in voucher (for an old iPhone) + $599 charged to my credit card.
Now I have been refunded $599 on my credit card, but have received nothing for the trade-in voucher. I spoke with OnePlus chat support, and they said once I use the voucher I cannot be returned or issued a new one, so they are refusing to compensate me for the voucher.
I am not asking for a $100 refund on my credit card. I am asking to be issued another $100 voucher to compensate for my old phone that was traded in. Or theoretically for my iPhone to be returned to me.
The most frustrating parts of this are (1) it was OnePlus Support who suggested I ask for a refund rather than a replacement since I wanted a different color 7 Pro, and (2) I was not made aware by Support or anywhere on the website of this policy of not returning vouchers. I feel like I got screwed over and OnePlus just stole my iPhone.
Any help? Or am I just out of luck?
Edit: For clarity
Edit 2: Contacted phone support and after initially saying the same thing as chat support, the lady put me on hold, consulted with someone on her team, and came back and said they'd return the voucher to my account. That was 2 days ago, and the voucher is not yet returned. I will keep editing this post if/when this is resolved. Thanks for the support all!
OP terms of use for vouchers literally says "If you cancel an order or request a refund, applied voucher codes will be returned to your account." So clearly OP support do not know their own policies.
Last edited: Jul 20, 2019
Not yet. When I talked to OP chat support, they kept claiming vouchers cannot be returned. But their terms of use for vouchers literally says "If you cancel an order or request a refund, applied voucher codes will be returned to your account." So I called their telephone support, and initially they said the same thing as chat support, but then the lady put me on hold and came back and said they'd return the voucher to me. That was two days ago. I contacted them again and they said they escalated the issue, but still no resolution. I don't get why crediting the voucher back to my account isn't an automatic process. I'll come back and update this post if/when it gets resolved. Good luck with your situation!!
Last edited: Jul 20, 2019