Lost Package Leaves One Man's Refund In Limbo - WSPA-TV

Lost Package Leaves One Man's Refund In Limbo

A lost package leaves an Upstate man without the item he ordered and his money.

With so many options to choose from nowadays, picking a new computer can be tricky.

Jim Solesbee was searching for a new laptop for his teenage son, Chase, when he came across ads for an Acer C7 Chromebook for $199. He says he called Google Play and ordered it in November.

But when he got it on November 20^th, he says he immediately returned it on November 21^st via UPS for a refund. Jim says after doing some research, he realized his son needed a different type of computer.

“I need the money, particularly now after the holidays,” said Jim. “And I went ahead and bought Chase another laptop.”

After about a month with no refund, Jim says he called UPS and was told the package was lost. His tracking number plugged in on the UPS website shows a "lost package tracer" request was made on December 3rd. It also shows a claim was issued on December 11th.

Jim says he then called Google Play to request a refund and last received an email from the Google Play Support Team in mid-January saying it was investigating.

“It was so confusing,” said Jim. “And it had been two months.”

We called Google and UPS. UPS has not returned out calls.

Google responded right away and was quick to investigate the issue. A spokeswoman told us because the package was lost, they never received a notification to process a refund but that Jim’s refund is processing now.

Jim says knowing he’ll get his $199 back is a huge relief.

If you need to return something you purchased online or over the phone, be sure you review the store's return policy first.

Check the amount of time you have to return the item for a full refund.

Make sure you're using the appropriate return shipping label as recommended by the retailer.

And alert them of when you do return the item by calling or sending an email.