charged an authorised fee for cancelling a pre order!

rothchick

Hi

I have a quick question. My husband pre ordered an action figure from a shop online. He then changed his mind and cancelled the order.

The company emailed him and said they would take 10% off his refund. He then emailed them back to say they haven't taken any money from him so therefore they can't take money off his refund, plus at that time it wasn't actually detailed in their tc's, that a 10% cut would be taken from pre orders paid by credit card (its there now, but we have proof of previous tc's)

My husband told the company that if they charge anything on his credit card he will report the company for unauthorised use of his card.

They have charged now, 10% off the full order price including the p&p. They haven't responded to his email and just took the payment.

My husband has gotten in touch with Trading Standards but hasn't heard anything yet. (its only been 2 days)

Should I get in touch with the credit card company or wait to se what trading standards do? The amount wasn't much, but, to me its the principle and I don't think its right that this company changed the wording of their tc's after we placed the order.

thanks

bod1467

Contact the CC company and flag it as an unauthorised transaction.

Was this a "distance" transaction? (i.e. Phone, mail order, online). If yes then DSRs (probably*) apply anyway, so their charges are unlawful anyway regardless of what their new T&Cs say.

* There are certain exclusions to cancellation rights under DSRs, such as for personalised goods. I don't think pre-orders for standard products would be excluded.

bris

Where is the online company based?

rothchick

bris wrote: »

Where is the online company based?

Northern Ireland

rothchick

bod1467 wrote: »

Contact the CC company and flag it as an unauthorised transaction.

Was this a "distance" transaction? (i.e. Phone, mail order, online). If yes then DSRs (probably*) apply anyway, so their charges are unlawful anyway regardless of what their new T&Cs say.

* There are certain exclusions to cancellation rights under DSRs, such as for personalised goods. I don't think pre-orders for standard products would be excluded.

The transaction was online as was the cancellation.

I've called my credit card company and they will pass this on to their dispute team.

thanks