Wrong info from bank about chargeback?

dekaspace

I purchased 3 items online from same company, they arrived in 1 packaged damaged and seller refused to refund or let me return. I contacted bank and was told I must get independant reports on the items not working.

Is that right? Considering I told retailer straight away and they were this way upon arrival they didn't become faulty at a later date.

Used a debit mastercard.

dj1471

No that isn't correct, that would be the case if they became faulty after 6 months.

Raise a formal complaint with your bank.

BoGoF

Did you specifically request a chargeback?

dekaspace

Yes, as its a debit card transaction.

eco_warrior

dekaspace wrote: »

I purchased 3 items online from same company, they arrived in 1 packaged damaged and seller refused to refund or let me return. I contacted bank and was told I must get independant reports on the items not working.

Is that right? Considering I told retailer straight away and they were this way upon arrival they didn't become faulty at a later date.

Used a debit mastercard.

The following is based on the assumption that MasterCard Debit Card rules are the same as Credit Card Rules


Independent reports should not be required for items received damaged. So yes I think you have been misinformed.


If you report the items as damaged to the merchant within a reasonable time (say a day or two) then under MasterCard chargeback rules you have rights to dispute the payment if the merchant refuses to either refund you, replace them, or repair them.

dj1471 wrote: »

No that isn't correct, that would be the case if they became faulty after 6 months.

Raise a formal complaint with your bank.

I think you are referring to The Consumer Rights Act 2015? Which wont apply for a chargeback.

dj1471

eco_warrior wrote: »

I think you are referring to The Consumer Rights Act 2015? Which wont apply for a chargeback.

Yes, the CRA would require an independent report stating that the fault was inherent if it occurs after six months. The bank appear to be asking for the same thing, which I why they're clearly in the wrong.

eco_warrior

dj1471 wrote: »

Yes, the CRA would require an independent report stating that the fault was inherent if it occurs after six months. The bank appear to be asking for the same thing, which I why they're clearly in the wrong.

The CRA has no bearing on debit card transactions and the chargeback process?

I agree they are wrong but only because chargeback rules don’t require a report for damaged goods.

dekaspace

Got a response back from back quite awkward, I didn't get a invoice email but I can log in so gave screenshots but bank wants invoices, they say they want independant report as its a portable pc unit i.e the small ones that plug into back of tv. They also asked for more photos and the other item was a tablet with cracked screen and I sent pictures of cracks and unit powered on to show light behind cracks.

eco_warrior

An invoice isn't necessarily required for damaged goods, in fact its not at all. Seems they aren't pursuing that route anyway.


Pictures aren't used for chargebacks either, that's why reports are needed.

Seems bizarre to me.

dekaspace

Well I think they called it a dispute, they also wanted to know if I returned the goods and if not why not.

dekaspace

Bank has rejected claim stating they need independant report for mastercard rules!