Concern Regarding Refund Process – Checkers Sixty60

I normally place my Checkers Sixty60 orders in my hometown, where any excess amount from a previous order is automatically deducted from my next purchase without issue. However, on 18 April 2025, I placed an online order from a different town, and the excess amount carried forward from my previous order was not deducted.

I subsequently requested that the excess amount be refunded to the bank account used for the payment. Upon reviewing my bank statement on 26 April, I noticed that the refund had not been received, and I submitted an enquiry regarding the status of the refund. On 27 April, I received a telephone call asking whether I had received a formal email regarding my request, which I had not. During the call, it was explained to me that once a refund request is made, the bank is instructed to process it, and that I would need to follow up with my bank directly.

I find this response concerning, as it appears that Checkers Sixty60 has shifted the responsibility onto the customer to resolve the matter. My expectation is that, since the payment was made to Checkers, they should remain fully accountable for the refund until the amount is successfully reflected in my account. I am disappointed with the handling of this process and urge Checkers Sixty60 to review and improve their refund procedures to ensure better customer service in the future.