Credit card charge back

[stuartbuckell]

Hi,

I have to be a bit ambiguous as this is a public forum, but I'll present a scenario and you tell me if it is a viable charge back option.

Customer goes to a "professional" to get work carried out. Spends a good deal of money. Comes back with numerous faults and fails. Go back and give a chance to rectify the situation, and spend more money to get other bits done in the same area. Comes back, 10 days later, it's a dog. A lot of money has been spent over and above what should of been, for a very poor result.

Paid by credit card over the phone on both occasions before inspection.

Any ideas? (Sorry for the ambiguity).

[Pappa Lurve]

stuartbuckell said:

Hi,

I have to be a bit ambiguous as this is a public forum, but I'll present a scenario and you tell me if it is a viable charge back option.

Customer goes to a "professional" to get work carried out. Spends a good deal of money. Comes back with numerous faults and fails. Go back and give a chance to rectify the situation, and spend more money to get other bits done in the same area. Comes back, 10 days later, it's a dog. A lot of money has been spent over and above what should of been, for a very poor result.

Paid by credit card over the phone on both occasions before inspection.

Any ideas? (Sorry for the ambiguity).

Call your credit card company. Depends on the situation but they may be able to help. The problem is that if you have just over-paid for a hopeless job there is nt a lot they can do, or if you agreed to it. However, if the job is substandard as oppose to overpriced they might be able to assist.

[trunnie]

The issue of the chargeback is an issue between the card issuer and the merchant who provided the service it's not usually something that the customer has to worry about.

The following extract from the Citizen's advice bureau site summarises the position for a consumer buying something with a credit card - you can pursue the supplier AND/OR the card company whether or not the Card company can charge back is irrelevant to their liability -


"If the goods or services were bought by credit card, credit card cheque, trading check or with credit arranged by the supplier and the value was below £100, the supplier is responsible. If the goods or services are valued between £100 and £30,000 both creditor and supplier are responsible (except in the case of a credit card cheque where only the supplier is responsible) if:-

* the credit was arranged by the shop or business when the goods or services were bought; and
* the credit agreement is regulated by the Consumer Credit Act 1974 (see under heading Being refused credit).

If the purchase was made using someone else’s credit card you cannot claim against the credit card company, even if the card holder said you could use the card.

If you are an additional card holder, but are not the person who signed the agreement to have the credit card, you may also not be able to claim against the credit card company. If you want to make a claim, you should make a joint claim with the person who signed the agreement for the credit card.

The credit company should be kept informed if you are having difficulties with the supplier over faulty goods or services."

[JustinP1]

coyft said:

As far as I know you can not dispute the transaction with the credit card company. Your dispute is with the company that supplied the service/product. You will need to take it up directly with them and pursue the "normal" rectification avenues. Ultimately you may have to sue for your money back.

Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.

Not a lot of people know that, and for obvious reasons the credit companies won't be advertising the fact!

[David_s]

coyft said:

JustinP1 said:

coyft said:

As far as I know you can not dispute the transaction with the credit card company. Your dispute is with the company that supplied the service/product. You will need to take it up directly with them and pursue the "normal" rectification avenues. Ultimately you may have to sue for your money back.

Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.

Not a lot of people know that, and for obvious reasons the credit companies won't be advertising the fact!

My company process's hundreds of credit card transactions per day via the internet. The only circumstance when a credit card company charges us back is if the consumer disputes the transaction took place, ie credit card fraud. It is mt experience that credit card companies do not get involved in commercial disputes.

Yes they do.

The following statement by a previous poster is pretty much word for word the same as advice given by consumer advice associations:

'Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.'

[POORCARDEALER]

David_s said:

coyft said:

JustinP1 said:

coyft said:

As far as I know you can not dispute the transaction with the credit card company. Your dispute is with the company that supplied the service/product. You will need to take it up directly with them and pursue the "normal" rectification avenues. Ultimately you may have to sue for your money back.

Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.

Not a lot of people know that, and for obvious reasons the credit companies won't be advertising the fact!

My company process's hundreds of credit card transactions per day via the internet. The only circumstance when a credit card company charges us back is if the consumer disputes the transaction took place, ie credit card fraud. It is mt experience that credit card companies do not get involved in commercial disputes.

Yes they do.

The following statement by a previous poster is pretty much word for word the same as advice given by consumer advice associations:

'Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.'

They are obliged to get involved but my experience with them was they are utterly useless and do not help as you would like.

[David_s]

coyft said:

David_s said:

coyft said:

JustinP1 said:

coyft said:

As far as I know you can not dispute the transaction with the credit card company. Your dispute is with the company that supplied the service/product. You will need to take it up directly with them and pursue the "normal" rectification avenues. Ultimately you may have to sue for your money back.

Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.

Not a lot of people know that, and for obvious reasons the credit companies won't be advertising the fact!

My company process's hundreds of credit card transactions per day via the internet. The only circumstance when a credit card company charges us back is if the consumer disputes the transaction took place, ie credit card fraud. It is mt experience that credit card companies do not get involved in commercial disputes.

Yes they do.

The following statement by a previous poster is pretty much word for word the same as advice given by consumer advice associations:

'Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.'

Pretty sure, the credit card company won't simply "chargeback" the merchant.

I had a dispute with a supplier a few months ago. The supplier wouldn't refund my money (£1800), and eventually wouldn't even take my calls. I took advice, wrote to the credit card company explaining my case against THEM AND the supplier. The credit card company refunded my money within a few days. I haven't heard anything since and don't expect to.

[TDIPLC]

As mentioned previously, the Bank is jointly liable but only for genuine breaches of consuner law.

You can't ask for your money back from the supplier or the Bank unless there is a genuine breach of consumer law.

[JustinP1]

coyft said:

JustinP1 said:

coyft said:

As far as I know you can not dispute the transaction with the credit card company. Your dispute is with the company that supplied the service/product. You will need to take it up directly with them and pursue the "normal" rectification avenues. Ultimately you may have to sue for your money back.

Under the Consumer Credit Act, in this country if you purchase something on credit and there is a problem with it, then with a few exceptions the Credit company is jointly liable with the supplier.

Not a lot of people know that, and for obvious reasons the credit companies won't be advertising the fact!

My company process's hundreds of credit card transactions per day via the internet. The only circumstance when a credit card company charges us back is if the consumer disputes the transaction took place, ie credit card fraud. It is mt experience that credit card companies do not get involved in commercial disputes.

It probably doesnt happen to you much because:

JustinP1 said:

Not a lot of people know that...

Indeed per thousand transactions probably less than one is ever 'chargebacked'. This is because it is a rare scenario where the supplier has breached consumer law AND refuses to fulfil the law AND the customer knows their rights with regard to the Consumer Credit Act. But it does work, and work well.


It is a similar scenario with the direct debit guarantee. I had an ongoing dispute with NTL over an additional phone line after booking to be installed they never managed to fit. However month after month they kept charging me for line rental for it. After ringing them 4 or 5 times about it and them promising to sort it so I wont be charged and the refund would come when it was sorted I gave up.

I rang my bank and asked them to fulfil the 'Direct Debit Guarantee' where if for whatever reason the wrong amount is taken, it is the BANKS responsibility to refund the amount taken IMMEDIATELY. I had to speak to a couple of operators who despite this being written on every direct debit mandate ever signed had never processed this before. The third person told me that they would confirm that they could do it in two to three days.

I then spoke to their manager who had the money in my account in ten minutes. Once the years worth of payments I had made to NTL were in my account, they started making contact with me and were much more active in sorting out the line rental problem - it was done the same day!