Should I pay to return a cancelled order?

james.parsons

Hi all,

I made a purchase from Zoom4u exactly a month ago. After their initial acknowledgement of the order, I didn't hear from them.

I chased it a couple of weeks later and they said they'd look into why it wasn't yet dispatched.

Again I didn't have any further emails so requested a full refund, which you can guess didn't happened. So I'm going through my credit card provider (Nationwide) to reclaim the money via section 75.

However, I have now received an email to say the order has been dispatched! I've already bought the item elsewhere since I needed it urgently, so no longer need it from Zoom4u, I just want my money back!

If the item turns up, I'll obviously have to return it, but where do I stand on the postage cost? Should I pay it? And how will this now affect my claim?

Any advice appreciated (or if I haven't provided enough info please let me know!)

Thanks in advance

James

Devin_Shockwell

It's bad conduct for a retailer to take payment before shipping! Since you cancelled the order before despatch and in plenty of time by the sounds of it you're in the clear. Process your refund and if possible refuse to accept the delivery so it'll automatically be sent back to the retailer. If the package is dropped off all the same let the retailer deal with return postage or possibly send a courier for collection. It's simply not your problem but do take care of the package if it arrives in your hands.

vuvuzela

Devin_Shockwell wrote: »

It's bad conduct for a retailer to take payment before shipping! Since you cancelled the order before despatch and in plenty of time by the sounds of it you're in the clear. Process your refund and if possible refuse to accept the delivery so it'll automatically be sent back to the retailer. If the package is dropped off all the same let the retailer deal with return postage or possibly send a courier for collection. It's simply not your problem but do take care of the package if it arrives in your hands.

It's pretty much standard conduct for retailers to take payment on ordering, not just on shipping.
Is it posted via courier or Royal Mail ? If the former, refuse delivery and don't sign for anything. if the latter, then contact them and ask for a postage label so you don't have to pay to return it, make sure when you send it that you get a certificate of posting in case it goes missing.

Devin_Shockwell

It's against VISA/Mastercard policy for a merchant to bill their cards prior to shipping. Not illegal but certainly against the regulations laid down by VISA/Mastercard.

dalesrider

Devin_Shockwell wrote: »

It's against VISA/Mastercard policy for a merchant to bill their cards prior to shipping. Not illegal but certainly against the regulations laid down by VISA/Mastercard.

Is it......

Not heard that one before and there is certainly not a chargeback for it...

j0nathon2

dalesrider wrote: »

Not heard that one before and there is certainly not a chargeback for it...

Many acquirerers recommend you do it too!

arcon5

Devin_Shockwell wrote: »

It's against VISA/Mastercard policy for a merchant to bill their cards prior to shipping. Not illegal but certainly against the regulations laid down by VISA/Mastercard.

dalesrider wrote: »

Is it......

Not heard that one before and there is certainly not a chargeback for it...

It's nonsense.

j0nathon2

Here is Visa's guide (US):

http://usa.visa.com/download/merchants/card-acceptance-guidelines-for-visa-merchants.pdf

Page 13:

Deliver the merchandise or services to the cardholder at the time of the transaction .Cardholders expect immediate delivery of goods and services unless other delivery arrangements have been made . For card-absent transactions, cardholders should be informed of delivery method and tentative delivery date . Transactions cannot be deposited until goods or services have been shipped

gayleanne

Don't accept the delivery, then it will be returned at their expense.

Techhead_2

j0nathon2 wrote: »

Here is Visa's guide (US):

http://usa.visa.com/download/merchants/card-acceptance-guidelines-for-visa-merchants.pdf

Page 13:

That's the US and it says that the transaction can't be banked before shipping, not that they can't do the transaction.

Devin_Shockwell

Techhead wrote: »

That's the US and it says that the transaction can't be banked before shipping, not that they can't do the transaction.

It's not enshrined in law but is useful to use.

On one occasion I quoted the above VISA policy and the retailer agreed then issued an immediate refund. In a nutshell, I ordered an item listed as 'in stock' and the retailer debited my card. A week on and the item was now out of stock with no shipment against the order I had paid for.