Online order - company closed down

Leee_2

Hi I'm hoping someone can help!

I placed an order with Surrey pet supplies last Tuesday (18th), but it looks like the shop, and website are now closed! I haven't received the order or any communication from them.

Looking at their Facebook page, they were selling all of their stock off last Friday stating it was due to downsizing, but they also confirmed earlier today that they have closed.

Can anyone give me an idea of what I do next? They have taken the payment of £70 from my credit card. I have absolutely no idea if they simply closed down, or have gone into administration

They aren't replying to emails or picking up the phone

Any help would be much appreciated

Cheers

Lee

arcon5

Ask your card issuer if they will attempt a chargeback.

Do you know any info about the company? Such as whether sole trader or ltd? If the former then the owners details as you can pursue him personally. If the latter check the company details on companieshouse, should show if they are being wound up. But they may have simply seized trading waiting the 3 months before attempting to be struck off

Leee_2

Thanks for the reply arcon. I can't find any info on companies house so i assume it is a sole trader.

Buzby

You don't want a 'chargeback' - you never got the goods. You want a reversal due to the goods not being supplied, however you are really jumping the gun if you only ordered on 18th - they ay busiest you wait a least a month.

Leee_2

Hi Buzby,

The website is down and they have posted on Facebook that they are closed, so I'm not sure I am jumping the gun. I'm just left feeling like they had no intentions of supplying the items

wealdroam

Leee, talk to your card issuer about a chargeback.

As you appear to have nothing substantive to confirm that they have closed, you may have to wait for fifteen days from date of order before you can claim for non-delivery.

Read MSE's Chargeback article.

Leee_2

Thanks Wealdroam, and others

I'll give them another day and then speak to my card provider to see what they say. I just needed pointing in the right direction.

Cheers

Lee

dalesrider

Buzby wrote: »

You don't want a 'chargeback' - you never got the goods. You want a reversal due to the goods not being supplied, however you are really jumping the gun if you only ordered on 18th - they ay busiest you wait a least a month.

You can't reverse a transaction because the goods never arrived....

You get your card provider to action a chargeback on the basis of non receipt.

Jumping the gun. Yes...
You have to allow them 15 days from the debit date on your statement before a C/B can be actioned. (nice and easy no paperwork)
Unless you have something stating delivery on x date... Then you need to fill in some paperwork.
So its just as easy to wait the 15 days.

Leee_2

Thanks for that dalesrider, I was thinking the faster I tried a charge back, the more likely I would get a good result. Looks like I'll have to be a little more patient!

arcon5

Buzby wrote: »

however you are really jumping the gun if you only ordered on 18th - they ay busiest you wait a least a month.

If the shops disappeared then it's hardly jumping the can to take action sooner rather than later. As for waiting a month :eek:.

You don't want a 'chargeback' - you never got the goods. You want a reversal due to the goods not being supplied,

Reversal? That's not even a feature that exists. And rightfully so, otherwise it would be open to fraud!

A chargeback can be made (and is the ONLY option for ops circumstances via the bank), which entails the bank contacting the retailers merchant account bank, the retailer can defend it, otherwise the merchant bank make a decision. If no funds remain in the merchant account they are simply unable to return the funds to the origin leaving ops bank the choice of either taking the hit or informing up the chargeback was unsuccessful.

j0nathon2

arcon5 wrote: »

A chargeback can be made (and is the ONLY option for ops circumstances via the bank), which entails the bank contacting the retailers merchant account bank, the retailer can defend it, otherwise the merchant bank make a decision. If no funds remain in the merchant account they are simply unable to return the funds to the origin leaving ops bank the choice of either taking the hit or informing up the chargeback was unsuccessful.

The OP or their bank should not take any hit; the merchant's acquiring bank assume all risk with the transaction.