Credit Card Protection

[Hamperman]

Hi, not sure if this is the correct area or not but looking for some advice on protection from my credit card provider for goods that haven’t been delivered,
Back in mid July I ordered a high value item and was told it was in stock but delivery would be around 5 weeks. I paid in full on my credit card. I assumed the 5 weeks for delivery was due to them waiting until they had more orders for my area of the country and then they would tie the delivery in.
Long story short, the product was never in stock, nor is it even in the country. The company tell me they are awaiting for the item to be shipped still from the manufacturer.
A couple of weeks ago I decided I’d like a refund, which they agreed to but they simply don’t process it. I’ve commenced the retailer dispute process with my credit card company who are looking into it. What’s the consensus on getting my refund?

[AdamIM]

Chargeback is what you would be looking at (rule based). It should be very simple and they have to reverse the transaction. When did you notify your card issuer? And what exactly are they 'looking into'?

You need to help things along. Do you have an email stating they'll refund you, not that it matters, it might just speed things up.

You could also use section 75(the law) on the basis the transaction is > £100

[Hamperman]

Hi, thanks for the response.

Yes I have an email from the company stating they will refund me and by the end of this week. However I don’t trust that this means anything. A couple of recent reviews on Trustpilot are from people in a very similar situation.

I notified my card provider last Friday, and then sent them all the correspondence on Tuesday of this week. I spoke to them yesterday and they said another 10 days by the time they will look at what I have sent them.

All a bit frustrating and getting a bit concerned this may drag on…..

[AdamIM]

Hamperman said:

Hi, thanks for the response.

Yes I have an email from the company stating they will refund me and by the end of this week. However I don’t trust that this means anything. A couple of recent reviews on Trustpilot are from people in a very similar situation.

I notified my card provider last Friday, and then sent them all the correspondence on Tuesday of this week. I spoke to them yesterday and they said another 10 days by the time they will look at what I have sent them.

All a bit frustrating and getting a bit concerned this may drag on…..

It's due process-you will get your money back. Im my experience the banks have their own procedures. Some banks will just credit you immediately with recourse if the dispute doesn't go your way and others require you to post in the proof.

Bottom line, you never received the goods so you will get refunded, 100%, assuming it is a credit card (slightly different rules for debit cards)

[Hamperman]

Thanks, that what I was hoping to hear. Yes 100% a Mastercard credit card. I’ll let you know how long it takes!

[Chuffedmonkey]

I went through something similar but I think the product was never available in the first place and after reading the odd review after purchase (very new reviews and only 3 or 4) It became clear I had been done. Im not sure on Debit Card protection but basically one review mentioned they had lost £700 because of paying by Debit Card. Luckily I paid by CC as I always pay for goods over £100 on it and they were great, refunded me in about 10 days I recall. It did come with a warning though, if the company disputes and the CC card agree then they could take the money back within 3 months. They never did and that was the end of that.

[Simpo Two]

Hamperman said:

All a bit frustrating and getting a bit concerned this may drag on…..

This kind of thing always drags on, especially if the other party contests it. The main thing is the result not the speed.

It can be funny how, even when a supplier CBA to reply to you, they start singing like a canary when their money is taken away. The lies they can tell to claw it back are remarkable.

I've always found CC companies to be very fair in this kind of thing.

Edited by Simpo Two on Saturday 30th September 10:21

[Hamperman]

Small update, credit card company have said it’s been approved at first level to refund me but because of the value it has to be approved higher up. The retailer also contacted me late Friday to ask for confirmation of my bank account details even though I paid by credit card….

[Cosworth4388]

I had similar when a payment went through twice, they wanted to refund me via bank transfer as they didn’t keep the payment details on file apparently .

[Hamperman]

Ah ok, guess I’ll give them my account number and sort code tomorrow then and see if they oblige!

[Chuffedmonkey]

Hamperman said:

Small update, credit card company have said it’s been approved at first level to refund me but because of the value it has to be approved higher up. The retailer also contacted me late Friday to ask for confirmation of my bank account details even though I paid by credit card….

I have just gone back to my email from them in 2021, they credited my CC card. I wonder if its because my CC and current account are from the same bank.