Package not arrived

cepheus

I bought some clothes around new year from a small mail order company. I received a Email stating the package had been sent, but they didn't arrive. My Emails to them bounced, so I wrote to them just over a week ago but have received no reply. They still seem to be trading though. At what point do I stop writing and attempt to claim back through my credit card? No doubt they would blame post.

pmduk

Have you called them?

cepheus

Not been able to get through, but I'll keep on trying.

Valli

cepheus wrote: »

I bought some clothes around new year from a small mail order company. I received a Email stating the package had been sent, but they didn't arrive. My Emails to them bounced, so I wrote to them just over a week ago but have received no reply. They still seem to be trading though. At what point do I stop writing and attempt to claim back through my credit card? No doubt they would blame post.

e mails have bounced back; you've written and heard nothing - I would be sending a letter before action NOW and/or (depending on amount) taking it up with my CC company.

Had they actually acknowledged your communication my advice would be different - but to ignore you? Alarm bells!

dalesrider

cepheus wrote: »

. At what point do I stop writing and attempt to claim back through my credit card? No doubt they would blame post.

15 days after the date that the transaction debited your account.

They can't blame the post, they can only prove you have recieved the goods to get their money back.

cepheus

aaah just remembered it's less than £100 so not sure if Barclaycard or VISA would be relevant.

antrobus

cepheus wrote: »

aaah just remembered it's less than £100 so not sure if Barclaycard or VISA would be relevant.

Still very relevant. 'Chargeback' is the word you need to know. That nice Mr Lewis has some info here;

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

dalesrider

cepheus wrote: »

aaah just remembered it's less than £100 so not sure if Barclaycard or VISA would be relevant.

That is exactly what I am talking about..

Chargeback ALL the way..

Forget S75 its long drawn out and painfull.

cepheus

Not read it properly

How does chargeback work?

Complain to your bank/card provider within 120 days of the purchase, and ask to dispute the transaction. They can then put the procedure in motion to claim the money back from the supplier's bank. It's also good practice to contact the seller (and may speed the process up).
It's worth noting most bank staff don't really know about this procedure, so you may need to explain it to them. There is no upper limit to the payouts (Mastercard has a minimum of £10).
If you're told to put your request in writing here's a template letter to help: