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Registered: ‎12-16-2019
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Returned item paid with certificate not refunded

I recently used a a reward certificate to make an online purchase. Once of the items was incorrect, and when the store did not have the correct item to exchange for I returned it. The store rep told me my reward would be refunded so I could order the correct item. The points never came back, and when I called Best Buy tonight I was told I would not be getting my points back because there was some fine print in the certificate saying it could only be used once and not refunded. Is this correct? I certainly wouldn't have returned the item had I been told I would get nothing back for it. I would rather have kept the wrong item than nothing at all.

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Registered: ‎10-10-2012

Re: Returned item paid with certificate not refunded

Good afternoon, Craig,


Welcome to the Best Buy forum!


We are all looking to save a few dollars when we can, especially during the holiday season, and a certificate is a great way to help keep money in your pocket.  It does sound to me like the certificate you redeemed may have been a bonus certificate, as they can only be used once.  The point value for a non-bonus certificate should repost to a member's rewards account within about three days following a return or cancellation.  Let's take a closer look at your rewards account to make sure it is up-to-date, shall we? I will be sending you a private message shortly to gather a few additional details, which you can read by clicking on the envelope at the top of the page.


Return or Cancellation - Where is my reward certificate?


Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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