Visa Debit Chargeback Scheme

beanie2

Hello Money Saving Expert people :-)

I have just been reading the article here:

moneysavingexpert.com slash shopping slash visa-mastercard-chargeback

and I duly contacted the COOP as I was ripped off by a restaurant advertising as open on the Just Eat website.

The COOP told me i'd have to wait 14 days before I could request they put through a chargeback under the scheme even though I could see no minimum time scale in the article or on:

news dot bbc.co.uk 1 hi programmes working_lunch 7593369 dot stm with forward slashes.

Restaurants working with Just Eat have the IT equipment and have to manually accept the order. The restaurant accepted my order and then called me back to say they were not delivering as the Driver had broken down, then in the next breathe they told me that the Driver had gone home.

When I asked them to arrange a refund with Just Eat - the guy at the restaurant told me i'd need to take it up directly with them and that the restaurant would be doing nothing about it. Just Eat expect you to wait 5 days before taking the issue up with them. I don't have a lot of money and given that I have now effectively had to pay twice (the second with hungry House and a different restaurant), it has cost me a lot for a takeaway!

I have no food in as I have just got back and the cooker is not wired up yet :-(

Very annoyed and feel held over a barrel. The COOP Bank couldn't have been less sympathetic.

Any advice as to whether there is a minimum time scale to raise a dispute under the scheme with the bank since, it seems to me, sensible to raise the issue before the money actually leaves the account.

Thanks and Kind Regards,

Beanie.

shortcrust

Chargeback isn't a quick process like the direct debit guarantee. With some banks you have to fill in forms and post them off to claim so you'll almost certainly get the money back more quickly from Just Eat even if you could start the Chargeback process today. I don't know about minimum time scales, but 14 days sounds reasonable considering that Chargeback is supposed to be a last resort when all attempts to resolve a dispute have failed. The process with Just Eat might be slow but you'd still have to go though the process before the bank would touch it.

Sorry I can't be more helpful. Hopefully other will have constructive advice.

grumbler

beanie2 wrote: »

...The COOP told me i'd have to wait 14 days before I could request they put through a chargeback under the scheme even though I could see no minimum time scale in the article or on:

news dot bbc.co.uk 1 hi programmes working_lunch 7593369 dot stm with forward slashes.

Neither do I in the MSE article:

• Visa, Mastercard & Amex Chargeback Protection for debit card purchases

Coop's requirement to wait for 14 days looks like fobbing off to me.
So do the company's 5 days, but about Coop you can complaint to FOS if you wish.

BMN

When making a chargeback for goods/services which aren't received there is a waiting time of 15 days IF the delivery date is not specified.

However, Nationwide should expect you to resolve the dispute with Just Eat before initiating a chargeback.

nidO

I would suggest chasing this up with Just Eat again, as you may have been given duff advice by them.

Over the years i've ended up needing full 2 and a few partial refunds for orders through Just Eat and Just Eat have always taken care of it straight away (ie the same evening), normally if it's for non-delivery of goods or similar they'll just contact the takeaway immediately to verify their end of the story and, if the order wasn't delivered, fully or partially (depending on the issue) refund you straight away.

beanie2

Hello,

Thank you for your advice everyone :-) Just Eat have Emailed me and advised that they have spoken to the restaurant this morning and the restaurant have told the guy at Just Eat that he had to go into hospital - he clearly can't even get his story straight. I've been advised that the money will not actually debit my account....apparently? Here's what they said:

"I'd just like to explain the process of payment to you so you can understand exactly what has happened to your funds.

When you place an order, the payment system has to check that you have the funds available for the transaction. The fastest way it can do that is to reserve the funds inside your account pending the transaction being completed. In a normal situation, the transaction completes and the funds are physically debited by us usually within around 48 hours.

However, in your situation, the order was cancelled so an instruction was sent to the bank stating that we don’t require the funds any more. However, the funds remained reserved until the bank remove the reserve on the funds. When funds are reserved, they are still in your account, but they are subtracted from the displayed available balance to prevent you from thinking there are more funds than there actually are.

The time the funds take to appear back in your available balance is solely dependent on your bank's policy for cancelling the reservation, however, it usually takes about 7 working days. Some banks do have policies that can take up to 30 working days, though.

Please also note that the return of your funds will not show as a transaction on your statement, but will in fact just re-add on to the available balance on the account."

Thanks and Kind Regards,

Ben :-)