Returns

Distributor Returns

Q: What if I can’t sell the phone cards. Do you accept returns?

A: We do not accept returns of phone cards. All of our cards have a significant shelf life and with our quick turnaround on orders, there is no need to stock heavily.

Q: What if the product is defective?

A: All defective product will be replaced. When dealing with a card that ‘doesn’t work’ call our toll free number for assistance. We should be able to determine if the card is actually defective or the customer was having some other difficulty.

Customer Returns

Q: What if customer returns an unopened Prepaid Card?

A: A customer refund is at the discretion of the retailer. If the card is unopened then it could be resold. Steps to follow:
1. Verify that the customer is returning an unopened card.
2. Credit customer back the purchase price.
3. Return card to store stock for resale.
We recommend that most customer enquiries be directed back
to the network provider. All cards identify the customer care number on the back of the card and the customer should be directed to follow this path. Here is the Policy as stated by Telus Mobility which is consistent the recommendation of most network providers:
Download TELUS Mobility policy on pay & talk card returns

Q: What if customer returns a defective Prepaid Card? (ex. No PIN number)

A: Please qualify the customer to ensure that the card is in fact defective and that they are not simply trying to return a completed card. Defective cards are extremely rare but in the event of such an occurrence please complete the following steps:
1. Exchange the card with one of equal value (do not provide a cash refund).
2. Retailer should return the defective card to Go Prepaid with a note stating why the card is being returned.
3. The Retailer will be provided with replacement card upon receipt of the defective card.

Q: What if customer returns opened product? (i.e. Card has been opened/scratched)

A: A customer may claim that he/she has not used the card and the card is still “good”. Once “open”, regardless of the reason, the card cannot be returned to Go Prepaid nor the network operator. A Retailer can use their own discretion to refund the customer, but they should first follow the following steps:
1. Call the customer service number on the back of the card to verify that the card has not been used.
2. If the card is used, do not provide a refund.
3. If the card is not used, it is up to the retailer if they wish to exchange or refund the customer. Please note, Go Prepaid will not replace or refund retailers for opened/scratched cards.