Chargeback rights with Visa over missing parcel?

DL32

Help :0

I just came back from six weeks holiday in LA.

I had a new laptop sent by Amazon to myself at my Air B N B.

The parcel did not come to me. I was sent a photo by Amazon showing it was left outside the apartment, in view of anyone walking past. Obvs stolen.

I have contacted Nationwide (my bank) and was told yesterday I could issue a chargeback, but now they are saying I cannot as Amazon would consider it delivered and fight it, because they have a photo of it outside the apartment?

Surely this is not the case? Am I not protected for items not received and just this precise type of situation?

boo_star

Did you buy it from Amazon US or UK?

boo_star

Just having a look and both Visa UK and Visa US do specify that the goods need to be received by the "cardholder or authorised person."

Not sure they could claim that's the case here.

https://www.visa.co.uk/dam/VCOM/regional/ve/unitedkingdom/PDF/visa-in-europe/visa-public-rules-14-april-2018.pdf (Page 676)

https://usa.visa.com/dam/VCOM/download/merchants/chargeback-management-guidelines-for-visa-merchants.pdf (Page 41)

eco_warrior

boo_star wrote: »

Just having a look and both Visa UK and Visa US do specify that the goods need to be received by the "cardholder or authorised person."

Not sure they could claim that's the case here.

https://www.visa.co.uk/dam/VCOM/regional/ve/unitedkingdom/PDF/visa-in-europe/visa-public-rules-14-april-2018.pdf (Page 676)

https://usa.visa.com/dam/VCOM/download/merchants/chargeback-management-guidelines-for-visa-merchants.pdf (Page 41)

Yeah you are correct. This is a simple enough service not provided. Sure Amazon could fight it but they can’t leave things outside your house or in a bin unless instructed to do so.

Phone your bank back and raise a complaint if need be.

boo_star

eco_warrior wrote: »

Yeah you are correct. This is a simple enough service not provided. Sure Amazon could fight it but they can’t leave things outside your house or in a bin unless instructed to do so.

Phone your bank back and raise a complaint if need be.

It's surprisingly commonplace in the US though. Can't believe they'd willingly take on all these item not received chargebacks instead of instructing their couriers to not leave stuff on doorsteps, thrown over fences etc.