s.75 refund help, please.

CakeCrusader

Hiya.



I ordered an item from a French company towards the end of December, I paid with my credit card as the amount was over £100. I received a shipping confirmation email and a tracking link/number for DHL shortly after, but the tracking number shows that the parcel hasn't moved since. I've been patient because of the New Year break, but I was getting concerned as it's taking a while. I contacted the company on Monday and they said they will contact DHL, I've heard nothing else since. I contacted DHL myself today and they have said this;


"The tracking number you have supplied is not showing as collected on our systems. This is shown as “Shipment information received”. This means the shipper has generated your shipment label but is yet to pass the shipment to DHL for transportation and delivery. I would advise contacting the shipper to confirm the tracking number and gain more details from them regarding your shipment."



I'm running out of patience now, the item's showing as out of stock on the web site anyway. Do I ask for a refund, or do I just contact my credit card company about a s.75? I haven't done this before so I'm sorry if I'm being stupid.



Thank you

eskbanker

What delivery timescales were stated on the order confirmation?

If it was a guaranteed next day service or similar then you might be right to be impatient, otherwise it'll probably be worth waiting for a while longer, unless you have reason to suspect that it's not actually going to be despatched (the stock info should account for committed orders so showing as out of stock doesn't necessarily signify that you don't have one reserved)?

If you do decide to pull the plug on the order, it would seem more sensible to do so via the company itself rather than going straight to s75, but what's their cancellation/refund policy?

Terry_Towelling

S75 doesn't have to come into it at all.

Just contact your card provider and tell them that purchased goods have not been received and that you've tried to resolve the matter with the retailer but got nowhere. They will raise a simple Chargeback for you.

You also need to be mindful of disputing anything before any agreed-upon delivery date or, if no date is stipulated, that you have allowed 30 days to elapse since you were charged.

The 30-day limit may be different since I left the cards industry 14 years ago. Anyone else got any more up-to-date knowledge?

YorkshireBoy

Section 75 claims need to prove either misrepresentation or breach of contract. What was the contracted despatch date? Has that date now passed?

CakeCrusader

Thank you. The date of dispatch was the 22 Dec, it states an estimated delivery of 3 - 8 working days (I took into account Christmas/Boxing Day/New Years Day and the weekends) so it's just slightly over. The company has been pretty useless to be honest, I'm just getting my ducks in order as I haven't had this problem before but I'll give them some more time. It's supposed to be a reputable brand

18cc

Definitely worth trying to deal with the company first before you contact the credit card company in the end you might have to raise a section 75 but ideally just get the person you bought the goods from to try and help

CakeCrusader

18cc wrote: »

Definitely worth trying to deal with the company first before you contact the credit card company in the end you might have to raise a section 75 but ideally just get the person you bought the goods from to try and help

Thank you!

eco_warrior

In reply to TT

Unless there is a specific delivery date then it’s 30 days for a MasterCard chargeback and 15 days for a Visa.

As you said, banks won’t do s75 for goods not received as there is no need to.