What’s up with Spendable Kash?
I learned today that there is a mystery surrounding spendable kash. I contacted Customer Service because I returned an item in which I had used $17.36 spendable kash as part of the payment. The refund was processed correctly except that the SK was not restored to use again. The representative told me that there are two categories of SK – one of which will be restored on a return and one which will not. I understand that there are timeframes for use and mine had been earned in June so time was not a factor. I asked to speak to a supervisor who explained that SK rewarded as a apology for a problem or a price reduction coud be used once but if the item was returned the SK was lost. SK issued in lieu of a refund is a different category and will be restored if the next item is returned. The supervisor told me that this is not explained on the website and there is no way for a customer to know if she is using SK that won’t be restored if the item is returned. For me, this is a poor business practice. I purchase things "on approval" sometimes if I’m not sure I’ll like it with the knowledge that I may return it for a "full refund." If it is returned and I have used SK as part of the payment – to me "full refund" includes any SK used. I suggest that HSN make this disclosure with all spendable kash, that perhaps two categories be created to indicate what may be restored and what will be lost if returned. I am requesting a full explanation of the SK program so that I will know the terms if I use it. The current practice is deceptive and confusing, to me and the first level representative I spoke with today.
Hello ROWDYCATS, I am sorry for any concern with the Spendable Kash system. Essentially, there are two types of kash. Kash we give you as part of a promotion, or Kash that you have since you selected that as your refund method. If the money was originally yours, the Kash will always be refunded. If it was given to you by us for a promotion, then it is not refundable. I will be sure to forward the feedback that there should be a way for you to tell the difference.
Thanks for your reply. To me it is still not clear. As I now understand it, when an item that I have purchased is reduced in price within a specific timeframe, I can reqest that the "price reduction" be given to me as spendable kash or as a refund to my method of payment. If I choose spendable kash and apply it to my next order which I later return, is the spendable cash restored to me to use again or is it lost? In your reply you state "if the money was originally yours, the Kash will always be refunded." In this situation the money was originally mine (paying for the item at the higher price). Or is a price reduction refund considered a promotion and the Kash is lost if the next purchase is returned?
One additional question: may spendable kash be used to pay a flex payment?
Thank you again.
Rowdycats, I went through this years ago when my $K was not restored after a return. I escalated to more than one supervisor and was ultimately told that $K is yours, period, regardless of how you received it, and should always be restored unless expired. I got an apology and was assured that HSN would do better to let the customer service reps know. But I never again asked for $K, always opting instead to receive a credit charged back to my credit card. I did not want to go through that again. It doesn’t make any sense to have different "types" of $K, and it’s very disappointing that HSN still has this confusion years later. I hope you get your $K restored, and I hope HSN gets its $K act together.
Two weeks ago I wrote "I am requesting a full explanation of the sK program so that I will know the terms if I use it." I still want an explanation, and let’s keep it simple so that it is clear to customers and customer service staff.
@hsn_ryan, Sarah replied (to ROWDYCATS): "Essentially, there are two types of kash. Kash we give you as part of a promotion, or Kash that you have since you selected that as your refund method. If the money was originally yours, the Kash will always be refunded. If it was given to you by us for a promotion, then it is not refundable. I will be sure to forward the feedback that there should be a way for you to tell the difference." From ROWDYCATS/Sharon’s latest post, I don’t think she received further feedback about how to tell the difference between the two types of Spendable Ka$h. I would really like to know the difference. What do the following terms mean: "part of a promotion" and "originally yours"? Could the "promotion" type be the (new) refund of return shipping charges when a customer has the HSN credit card? It would very much help everyone if HSN would clarify its Spendable Ka$h policy. It is an unclear policy, applied unevenly.
@hsn_kim, thanks for your fast reply. I appreciate your effort in trying to clear up for me the nuances as well as varieties of Spendable Ka$h. I am clear with the expiration period, though. What I need right now are a couple of aspirin and a piece (large) of dark chocolate while I ponder "the other types" of SK, including the "promotion" type. I continue to hope that HSN will work to clarify the Spendable Ka$h policy because it is not clear right now and it needs to be. However challenging SK may be and however difficult it may be to try to explain, I am resolute that I will continue to avoid all types of SK, opting instead for a credit back to my charge card. Thank you!
Posted in Talk Among Yourselves
08.04.15 2:50 AM