NatWest Chargeback

rev_henry

A couple of months ago I ordered a part for my car from a supposed Rover specialist, through PartsGateway. The part came in 2 lengths (throttle cable) and I specifically said I wanted the shorter one. They sent the wrong one. I sent them a couple of messages back and forth, then they stopped responding. I sent the thing back with a covering letter asking for a refund or the correct item about a month ago, and have heard nothing back and no refund.

I contacted NatWest to request a chargeback - they said write to us with all the details, so I did, enclosing copies of the message transcript to show which part I wanted and that they'd sent the wrong one, proof of postage etc. I called them today and they said they couldn't do a chargeback because they needed an invoice from the company stating what part I ordered, or something like that, otherwise they couldn't do it because I could have changed my mind about what part I wanted or something like that. I requested the part via partsgateway, they have copies of all communication between me and the parts place, and then paid for it by phone. They didn't send me an invoice.

Are they right about refusing it? What can I do now...?

bengalknights

Usually they do need a proof of purchase from either yourself or the other party to validate the transaction, it might be best top contact partsgateway to gather a financial document to provide as evidence.Natwest should keep it in dispute and open though until a result is found conclusivly either way.

rev_henry

bengalknights wrote: »

Usually they do need a proof of purchase from either yourself or the other party to validate the transaction, it might be best top contact partsgateway to gather a financial document to provide as evidence.Natwest should keep it in dispute and open though until a result is found conclusivly either way.

Ok, thanks. Is the fact they've debited my card not proof enough then?