Scout failing to refund reservation

[jole]

I could not wait any longer, so I bought an used R1S. With that, I needed to cancel my Scout reservation.

The process has taken over three months:

• Cancelled online. Got confirmation. Waited for a month and never received the refund.
• Cancelled online again. Got confirmation. Waited for another month and never received the refund.
• Contacted support. They are polite, but now after three weeks of discussions the status remains "Our team is still working on this issue to process your refund. As soon as I receive an update, I will be sure to let you know."

The original card has already been cancelled, so that likely slows the process down. Bank confirmed that they have not yet received refund, but that refunding to a cancelled card is normal and they will route the refund to another account when Scout initiates it. Scout confirmed that they have not yet initiated the refund.

Anyone else in the same situation? Any guidance on how to get Scout to refund the reservation fee?

(Posted the same question on r/ScoutMotors and received less than helpful replies there — widely pointing out that I am silly to even expect a refund)

 

[speedrye]

Can't help, but I remember Rivian struggled early with the exact same situation when refunding to a cancelled card. Is there a way to update your payment information before cancelling so that it gets applied to your updated payment method?

 

[maynard]

I could not wait any longer, so I bought an used R1S. With that, I needed to cancel my Scout reservation.

The process has taken over three months:

• Cancelled online. Got confirmation. Waited for a month and never received the refund.
• Cancelled online again. Got confirmation. Waited for another month and never received the refund.
• Contacted support. They are polite, but now after three weeks of discussions the status remains "Our team is still working on this issue to process your refund. As soon as I receive an update, I will be sure to let you know."

The original card has already been cancelled, so that likely slows the process down. Bank confirmed that they have not yet received refund, but that refunding to a cancelled card is normal and they will route the refund to another account when Scout initiates it. Scout confirmed that they have not yet initiated the refund.

Anyone else in the same situation? Any guidance on how to get Scout to refund the reservation fee?

(Posted the same question on r/ScoutMotors and received less than helpful replies there — widely pointing out that I am silly to even expect a refund)

Sorry that you're going through this, but I have faith that Scout will do right by you... Please let us know when they do.
@trailguides - can you folks help here?

 

[Jamie@ScoutMotors]

I have elevated this to the head of our Customer Service team. Sorry for the delays and additional hassle that you shouldn't have to deal with.

 

[jole]

I have elevated this to the head of our Customer Service team. Sorry for the delays and additional hassle that you shouldn't have to deal with.

Thank you!

 

[jole]

Is there a way to update your payment information before cancelling so that it gets applied to your updated payment method?

There is not.

Cancelled card should not prevent refund —I believe all major card issuers will route refunds regardless of cancellation status.

 

[R1TVT]

There is not.

Cancelled card should not prevent refund —I believe all major card issuers will route refunds regardless of cancellation status.

If the card was cancelled AND the account was closed, then no, that won't work. Scout would be notified by the card's issuing bank. Then Scout would need to credit you directly (ACH, check, gift card or by some other means to make you whole).

If your card was replaced and Scout had issued the refund, then the issuing bank (not Scout) should be able to automatically route your refund to that NEW CARD automatically (in most cases).