Misunderstanding of Chargeback?

nhampson

Hi,

Hoping someone may be able to assist me. To cut a long story short I purchased a laptop battery on the internet which is faulty.

I have tried to get the item returned/replaced but cannot get a response.

I looked up what my course of action is next and saw on MSE that I should claim using chargeback and used the template on the site.

I have had a reply from the bank (Lloyds) saying:

"In order to make a claim against the retailer and obtain a refund for you, the goods must be returned and a proof of receipt or refusal by the retailer available. This is a condition set by VISA Europe, the payment scheme under which your card is governed."

"If you are not in a condition to meet this condition, for whatever reason, we are not in a position to guarantee a satisfactory outcome to your claim or obtain a refund and it is likely the retailer will contest our claim. If this is the case, Lloyds Banking Group would be unable to act as arbitrators and your only option would be to seek your own independent advice."

Not good from my point, the website now only lists an email address and no phone numbers or address at all. My emails asking to return the item have received no response. So..... Where do I go from here?

Thanks in advance

Nick

meer53

Call Lloyds and tell them you can't return the item as there is no address. Don't write, call them.

grumbler

It's a reasonable requirement that the goods have to be returned. If you are unable to do this, provide the bank with all the information proving this and demand the chargeback again. Make it clear that if they refuse you take the case to FOS.

nhampson

Thank you for the replies. Its not unreasonable that I return the goods, I am not after something for nothing, I just want what I paid for. My query was more along the lines of how do I progress this with nowhere to send it.

I will give them a call and see where that gets me. The claim is £35, I think they just want to make it so that I waste more time on this than it worth.

YorkshireBoy

nhampson wrote: »

I will give them a call and see where that gets me. The claim is £35, I think they just want to make it so that I waste more time on this than it worth.

If your case goes to the FOS, and they're of the same opinion and find in your favour, you'll be 'paid' for this time at £10 per hour (by Lloyds)...in addition to the £35.


To be fair though, all they're saying at the moment is that they can't guarantee a satisfactory outcome...not that they're not prepared to action the chargeback. If the retailer (and/or their merchant acquirer) refuses it, then they'll have to explain why they're making life difficult for you to send it back...and ultimately provide the means to do so.

leeroy2009

and report the website to trading standards its a legal requirement for business details (address) to be displayed on the website!

nhampson

YorkshireBoy wrote: »

To be fair though, all they're saying at the moment is that they can't guarantee a satisfactory outcome...not that they're not prepared to action the chargeback. If the retailer (and/or their merchant acquirer) refuses it, then they'll have to explain why they're making life difficult for you to send it back...and ultimately provide the means to do so.

I have nowhere to send it to. I have explained this to them so it is basically a fob off.

We have had a few issues with Lloyds recently anyway. Now may be the time to just move :mad:

YorkshireBoy

nhampson wrote: »

...it is basically a fob off.

If you search the case studies on the FOS site you'll see they come down hard on financial firms they find have 'fobbed-off' the customer.

We have had a few issues with Lloyds recently anyway. Now may be the time to just move :mad:

You're in a better position (especially for any goodwill payment in lieu of chargeback) whilst you're a customer.

leeroy2009

if and when the time comes to actually submit a claim to Lloyds, give them the name of the website, also state clearly that you can not find any details for a return addy business details etc, this will show Lloyds that you did try to sort it out with who you bought it from first and you are only asking them to intervene as you have already tried to resolve it with the seller without success - your soga protection has been breached and remind Lloyds that they are jointly liable for the purchase.


keep all emails you have sent, give the seller 14 days to respond to you then submit a claim to Lloyds if you have no joy with the seller, and in fact id name and shame the seller too - but give them 14 days to show you have tried to resolve this your self

leeroy2009

forgot to add, if the seller does communicate with you - it is them who has to pay the return postage, sadly getting this out of them is another thing altogether.

YorkshireBoy

leeroy2009 wrote: »

...remind Lloyds that they are jointly liable for the purchase.

I don't believe that's the case. You're possibly confusing section 75 with chargeback?


OP hasn't said which type of card he used (although they've posted on the credit card board), but even if he'd used a credit card, the transaction value is under £100 so section 75 (which has the 'joint and several' liability you mention) wouldn't apply.