credit card charged more than advised

bootman

Could someone just clarify for me please.

I placed an order online with Boden, a clothing company. I had a discount code that went through fine giving 10.00 off a 30.00 spend and free p+p.

I placed an order and had confirmation that the offer had gone through and I would be charged 24.00. :j

They then sent confirmation of dispatch and that my card was being charged but the total had gone up to 38.00. I called to be told as I had used the code before they would not allow again. :cool:

I said cancel the order but they said already sent.

They did not tell me they were going to charge a different amount to what they already confirmed to me. Can they do that? They have just done it. I am sure they cannot just hike up what they collect without first notifying you? :mad:

grumbler

You can try to dispute transaction with CC company. In this case Boden must provide a proof to CC that you authorised the transaction. It always helps if you have a printout of the final screen with all data.

jonesMUFCforever

You can also return the goods within 7 days of receiving them under the Distance Selling regulations, you do not need to give a reason for a full refund(Some forums elswhere have noticed that some companies refuse to refund P&P).
If you do not get your refund then contact your credit card company for a chargeback.

bootman

Thanks everyone - I will await Boden to call and tell them that I will pass onto my credit card company if they do not credit what they have taken without authorisation.

Rafter

Sounds like they are in the wrong by not having a system that can tell if you are a previous customer before using a 'new customer' voucher.

Although if it was clear from the voucher it was for one use only (similar to the virgin wines offers) then you were trying your luck and got found out.

In the interests of customer service they should have contacted you before despatching though to point this out.

I fail to see what dispute you have with your card company though - they are simply processing the amount passed to them by boden.

Either get boden to give you your voucher as a goodwill gesture or return the goods for a full refund (including postage) saying their website was misleading.

R

grumbler

Rafter wrote:

...I fail to see what dispute you have with your card company though - they are simply processing the amount passed to them by boden...

Every time you pay with a CC you authorise not only payment, but also the amount. Retailer cannot charge you more than you authorised them to do. Correct me if I am I wrong ...

Rafter

I agree Grumbler, but the credit card company hasn't charged more, Boden have. They probably have some disclaimer in their terms and conditions that allows them to check the validity of a voucher and removing the discount before despatch.

Stupid on their part as it guarantees poor customer service.

R.

grumbler

Rafter wrote:

I agree Grumbler, but the credit card company hasn't charged more, Boden have.

I agree too. However, as I understand this process:

1. Boden need your authorisation to charge your CC account
2. If they charge your account without authorisation you dispute this transaction with the CC company
3. CC company refunds you and requests proof of authorisation from Boden
4. If Boden fail to provide this proof CC company claims the money back from Boden.

I don't know what kind of proof is required for online transactions; with usual transactions it is very clear - you sign for a specific amount and they cannot charge you more than you signed for ...

Rafter

They haven't charged more. They have just removed the voucher which was not valid and probably reserve the right to do so in their conditions.

In the same way a hotel reserves the right to charge your credit card if you swipe things from the mini bar, run off with the towels or damage your room!

R.