Mr W contacted us because he bought some goods online from a French company. He didn't receive the correct goods and wanted to return them but the trader would not respond to his emails asking for returns information. Eventually the trader arranged for the goods to be collected but no refund was made once they were received.
Mr W came to us for some advice and as he had not received the refund he was entitled to we shared the case with our colleagues in France.
The case was shared with the ECC in France who made contact with the trader very quickly. It was agreed that a refund had not been made and this was done immediately.