Return Partial Purchase Split Between Rouge Reward and Gift Card

[kathmb]

I recently purchased three items with a subtotal of $121 and post-tax total of $122.12. The payment was split $100 to Rouge Reward, $19.57 to remaining gift card balance, and $2.55 to credit card. Given the tax added, it seems tax was calculated only from the $21 post-RR balance. (Any insight into how forms of payment are applied and calculations are made is appreciated.) Right after ordering, I located one of the items I was replacing, which accounts for $23 of the subtotal. Am I able to return this item unopened, i.e. were RR funds likely allocated to this item and does that make it impossible? I don’t mind returning it for the $19.57 (or $22.12) gift card value, as that doesn’t result in any loss. If that can be done, is it possible to do so in store via gift card and not store credit (since the original value of the transaction was via gift card and credit, and therefore would be equivalent to an in-store return)? Thanks.

[kathmb]

I guess nested comments only go so far, so replying to myself. I understand now that payment/reward is split. Q: is it always split between ALL receipt items, regardless of quantity/item value/total/etc.? For example, would a reward + credit transaction for items $60, $50, $40, $40, and $20 all be paid part credit + reward, even though three items max are required to reach the $100 reward limit? In fairness to customers, Sephora should make this clear alongside the return/exchange limitation; the display of savings as a post-subtotal deduction during online checkout does not suggest returns or exchanges of merchandise above a $100 minimum would be problematic. This would be more problematic in situations involving more than $20 refunds, though it is frustrating to know—had I had any way to know the payment allocation process—I could have placed a second order and subsequently returned it separately for a full refund, if necessary. (It would have cost Sephora more than what I was requesting, including an extra complimentary shipping charge. I’m sure there’s a reason—brand tracking, department sales/loss metrics—that justifies the allocation method, but there has to be some way to cover those concerns and also take care of customers. It’s not difficult to see why this situation is frustrating.) It seems like oversight at best and questionably motivated prevarication at opposite. I do understand the general return/exchange stipulation in order to avoid loss; the inapplicability of rewards to VIB sales is out of line with other retailers, but free (minus the thousands of dollars realistically taken to earn vouchers) is free; but the lack of transparency up front re: how payments are applied on return/exchange ineligible items is incredibly non-customer friendly and, frankly, bad business. (I’m guessing the fact these restriction-riddled rewards are only available to Rouge tier is one factor in Rouge dissatisfaction. I’m not critical re: targeted coupons, but there seems to be more “red tape” type issues in Rouge.)

[RebeccaBT]

Hi @kathmb,

Items purchased with a Rouge Reward cannot be returned to Sephora stores, Sephora.com or Sephora inside JCPenney. Unused and unopened items can be exchanged in Sephora stores only for the exact same item (for example, if the item was damaged). I hope this clarifies! 

Best,
Rebecca

[kathmb]

Thanks, Rebecca. To clarify, I paid $122.12 total, of which $22.12 was from a standard gift card and credit card, and want to return an item that cost $23 but only receive the $22.12 I paid in non-rewards funds back. Why exactly would that be an issue? I’m not asking for any refund of Rouge Rewards nor any credit from the reward applied to another item; I’m effectively asking Sephora to take back a product that’s worth more than what I’m able to be refunded. I could have bought the third product in a separate transaction and paid for it completely separately, then returned it and received a larger refund for it—the value of the product (the other two) Sephora would have issued for the Rouge Reward would remain the same either way, and I’d still end up with any difference beyond $100. It doesn’t come out any differently for Sephora.

[keelybt]

@kathmb The Rouge Reward is applied like a discount that is spread between the items purchased. You would receive a $4.20 refund for the $23 item. If you returned all of the items, you would receive a refund of $22.12. Hope that clarifies!