Online order declined by retailer, but not credit card.

OlliesDad

Hintza wrote: »

DABS did the same to me. Now they are on my black list and I will never buy from them.

The retailer doesn't need to serve you so just name and shame and never buy from them again. If they do it too often they wil be out of business.

Isn't the point that they won't accept yout order, so you don't have the choice to shop there anyway.

ferf1223

OlliesDad wrote: »

Isn't the point that they won't accept yout order, so you don't have the choice to shop there anyway.

Not necessarily - my husband has suggested that he order the bag in his name on his card to see if it's something to do with my info not passing their checks for some unexplained reason. Or people can have friends and family order things for them online and pay them for the transaction.

In my case, I've no intention of giving them any future business even through a proxy.

The retailer in my case was Radley...and while perhaps, assuming the advice here is correct, I understand now that they can do what they've done in principle (though having never had it happen before - it still seems quite ridiculous), their handling of it has been very poor, their customer service is almost non-existant and while the original transaction was made on 6th Jan, 10 days later there's still only a charge on my account...no credit. So they must not have even initiated the credit until after I emailed to ask about the status of the order a week after it was placed (assuming that they have actually intiated the credit at all)...despite the fact that they must have known quite some time ago that I didn't meet their criteria.

Ivory_Tinkler

I would have thought a company like Radley would have had better customer care (ie that they would have at least contacted you to say the order wasn't being fulfilled). I think you need to push them to see why they declined your order just in case it is something that you can easily rectify and maybe prevent it from happening with other retailers in the future. If you have used your card a lot over a few days it could even have been that - they may have been alerted that your card had been used frequently in the space of a few days which is another fraud indicator (the card may have been stolen and the thief is merrily ordering everything possible before it gets cancelled).

ferf1223

I would also have thought Radley would have had better customer service than I have experienced.

I hadn't used my card a lot over the few days around the purchase...there were a total of 4 charges made to that account that account month...the previous one was about a week before the charge for Radley.

I'd love to push them on why they declined my order - but so far no reply to the 2 follow up emails I sent them and cannot get through by phone. I will likely send a letter eventually, but would at this point prefer to wait to see what happens with the alleged impending credit to my card. I would absolutely love to know what bounced my order so I could ensure it doesn't happen again.

negg

I'd love to push them on why they declined my order

They won't be able to tell you under the Data Protection Act if they suspected that the order was a fraud attempt. The only way to find out is to ask the issuing bank, but they won't know why a merchant refused to supply and again, they can't ask the seller!

I would ask your card company if they support CVV (three digits on the back of the card), AVS (address verification check) and country matching. If they don't (some still don't), then this could be the answer because the seller won't have much information to decide if this was a fraud attempt.

5) I had no communication from the retailer that there was a problem until I asked for a status update.

This is a problem. If they suspect fraud, they don't want to email the fraudster to tell them that the card is being refunded and that they can try somewhere else. It is a difficult balance between customer service and stopping fraud.

ferf1223

negg wrote: »

This is a problem. If they suspect fraud, they don't want to email the fraudster to tell them that the card is being refunded and that they can try somewhere else. It is a difficult balance between customer service and stopping fraud.

Fair enough - but if they suspect fraud, wouldn't they be pretty quick about refunding the charge to the card they suspect may have been fraudulently used? If it was a fraudulent transaction, the fraudster would still not likely have known that the transaction had been cancelled, but if it was legitimate (as in this case) the customer would at least have had a prompt refund. From what I can see, they did nothing until I contacted them - and I don't actually yet know if they have done anything about the refund.

I may ask my cc about the points you raised but as I use this card regularly for online purchases and have never had any problem at all, it seems to me that Radley must be doing something other retailers are not and not that there's a fundamental problem with the card.