Returned item to retailer who says it was not delivered.

MicroMantis

dalesrider wrote: »

Technically for faulty goods chargeback, they have to be faulty from when you recieved them. It does not cover a devolping fault.

Were they?

If they were then there is a chargeback option. You will have to allow 15 days from return of the item before it can be actioned. You will also have to provide proof of delivery. Which you have. A print out of the royal mail page is great.
You won't be able to claim back the postage, but you can claim back for the faulty item.

If the item was fine at 1st. then there is no chargeback option. And the only option is via royal mail.
Perhaps a doulbe check by sending a letter via recorded to the co, to see if the signature is the same....

Unlike suburbanwifeysays. You will not get a immediate refund. It will take a couple of days after you have returned the paperwork you will have to fill in. Before you see the refund.

The item was OK at first, but then developed a fault, and so needed to be returned, within around a week of the initial purchase.

I returned the item using my account with Royal Mail, so the return postage is not really an issue as it was only a small amount to me.

I have sent out many thousands of items using the Royal Mail Tracked service, and have not had 1 single item not arrive, or be delivered to the wrong address. That is what makes me very suspicious that the one item I return, has 'gone missing', when it has been marked Delivered by Royal Mail and has been signed for.

MicroMantis

dalesrider wrote: »

Not a case of my bank.... Its a case of Visa/Mastercard regulations.
I work chargebacks. So I am the person you speak to at the other end.
So as I said before. No chargeback if its not faulty from when recieved.
In this instance certainly as far as Visa goes it requires paperwork before any chargeback can be actioned.
So while it can be agreed that a chargeback can be made, its not done till the paperwork is returned.

Sale of goods act or fit for purpose has nothing to do with ANY chargeback. That is a legal right YOU have ot thrash out with the retailer.

Other option could be S75. But we have no details on the amount, or if it is a direct purchase to the retailer of via paypal/ebay/google etc.

Now intreaged how a knife devolps a fault.

The price was £74.99 and the item was an assisted opening knife, which uses a mechanism to open the blade when the blade is opened. The mechanism that opens it was the part that went faulty. It was a direct purchase with the retailer on the retailers website.

callum9999

suburbanwifey wrote: »

Micromantis, the card company CANNOT refuse a chargeback if you have grounds, its not for them to tell you to take it up with Royal Mail. Its for them to charge back the amount charged to your card and then up to the retailer to prove otherwise. If you have proof of your return, you are in the clear for a chargeback. Who is the online retailer in question? I shop an awful lot online, see if I have experience of them, who is it?

If I was you, I would be on phone now demanding chargeback, stating I have proof of return. Simples.

I'm no expert, but surely it's not quite as simple as you make it out to be?

The way I see it, the company is denying that they received the item and is saying that Royal Mail have lost it. The item is the OPs responsibility until it's received by the seller - as the seller is denying receiving it, it's therefore still the responsibility of the OP. They would therefore have to chase it up with Royal Mail.

While I don't doubt some people may have gotten chargebacks to work in such scenarios, I don't think it's correct (though as I said, I'm no expert!).

Buzby

It is not unknown for RM to deliver an item and get a signature, yet the addressee has not received it. You need to make the claim via RM. it would be inequitable for the seller to post off goods, not get them back, and also have the payment reversed.

You chose the carrier, and if the RM fouled up, it is they who should pay.

MicroMantis

Buzby wrote: »

It is not unknown for RM to deliver an item and get a signature, yet the addressee has not received it. You need to make the claim via RM. it would be inequitable for the seller to post off goods, not get them back, and also have the payment reversed.

You chose the carrier, and if the RM fouled up, it is they who should pay.

Like I said, I have sent thousands of items with Royal Mail tracked, and this is the first one that has gone astray. That is what makes me suspicious.

izools

MicroMantis wrote: »

The card company told me its for me to take up with Royal Mail, so is this wrong, and can I still get a chargeback?

No.

It's for you to take up with Royal Mail if their system didn't have POD.

All the evidence states the recipient has the parcel, you have proof of that. You must take the stance that you have proof they have the item and not budge one single millimetre under any circumstances.

If either the card issuer or retailer refer you to royal mail again you state that no, royal mail have done their part, and that you have proof of that. State that you will not be held responsible for the retailer either lying, or having administrative problems leading to your return not being processed correctly.

You returned it, you have proof of that, you expect a refund. End.

dalesrider

MicroMantis wrote: »

Like I said, I have sent thousands of items with Royal Mail tracked, and this is the first one that has gone astray. That is what makes me suspicious.

Hence sending a letter to them via recorded to see if the signature matches.

If it was not faulty to start with then, sadly there is no chargeback option here.
Also as under £100 no S75.

So it is back to the PO and hope that the ins covered the price.

Farside

dalesrider wrote: »

Hence sending a letter to them via recorded to see if the signature matches.

If it was not faulty to start with then, sadly there is no chargeback option here.
Also as under £100 no S75.

So it is back to the PO and hope that the ins covered the price.

Sadly he'll still lose out even if RM do refund him as they'll only refund him £46 max.

MicroMantis

Farside wrote: »

Sadly he'll still lose out even if RM do refund him as they'll only refund him £46 max.

Im not sure on the compensation limit, as I have never had to use it as Royal Mail have been excellent at delivering items on time and without a single lost item in over 12 months..

It was Royal Mail Tracked Signed For, which is only available when you have an account with Royal Mail.

So, does anyone have a definitive answer? Do I pay the card bill, and claim from RM, or request a chargeback? Sorry I am a little confused at where I stand.

Why would Royal Mail pay compensation on something that has been delivered as far as they are concerned? It doesn't make sense.

I could order anything online, have it delivered, sign for it, and then say it didn't arrive. Surely Royal Mail will not pay out in this case?

MicroMantis

MicroMantis wrote: »

Im not sure on the compensation limit, as I have never had to use it as Royal Mail have been excellent at delivering items on time and without a single lost item in over 12 months..

It was Royal Mail Tracked Signed For, which is only available when you have an account with Royal Mail.

So, does anyone have a definitive answer? Do I pay the card bill, and claim from RM, or request a chargeback? Sorry I am a little confused at where I stand.

Why would Royal Mail pay compensation on something that has been delivered as far as they are concerned? It doesn't make sense.

I could order anything online, have it delivered, sign for it, and then say it didn't arrive. Surely Royal Mail will not pay out in this case?

Anyone any ideas?