Faulty item returned, retailer won't refund bank refuses to get involved

adameter

I raised a debit card dispute on bank card after item was returned and not refunded.  Retailer claimed it was damaged hence why it wasn't working so won't refund.

I raised return within a hour of getting item, I say that as I realise damage can occur at anytime but if I damaged it myself I could of just refused delivery.

Been waiting over a month for refund, eventually got bank involved who rejected claim today stating its classed as third party because the retailer has its only internal complaints/disputes team.

This doesn't sound correct to me.

DoaM

Let's see if @born_again sees this ... (s)he seems to know the inner workings of the chargeback process.

visidigi

adameter said:

I raised a debit card dispute on bank card after item was returned and not refunded.  Retailer claimed it was damaged hence why it wasn't working so won't refund.

I raised return within a hour of getting item, I say that as I realise damage can occur at anytime but if I damaged it myself I could of just refused delivery.

Been waiting over a month for refund, eventually got bank involved who rejected claim today stating its classed as third party because the retailer has its only internal complaints/disputes team.

This doesn't sound correct to me.

The third party thing - is this a PayPal payment or something? 

adameter

No it was direct, when I rang back the advisor themselves through I paid through a third party then put me on hold and confirmed it was because the company involved has their own internal disputes team even saying "like Ebay/Paypal/Amazon"

I don't know if it was just an excuse or the bank is confused and thinking its an item purchased non directly.

born_again

A couple of question
Who is the company you bought from.
Did you pay them direct.
Was the item damaged when you received it?
When was the claim with the bank started? 

adameter

Amazon

Paid direct

No damage noticed.

2 weeks ago

Bank said Amazon are not the supplier and just a middle man I purchased with them and returned to them so confused.

[Deleted User]

adameter said:

Bank said Amazon are not the supplier and just a middle man I purchased with them and returned to them so confused.

It appears that, although you used the Amazon portal, you've purchased from a third party seller. Is that correct? 

I'm also not sure that you can use your bank in the circumstances you describe. Even if the Bank were willing to reverse your  payment, the seller would obviously dispute this having already refused to refund you. 

From what you say, however, the retailer should certainly have returned  the "damaged" item back to you though. Has this happened? 

Just out of interest, what is the item?   

adameter

No, It was sold by Amazon directly not another seller and with Prime.

It was a laptop.

Just checked and it says Amazon E.U S.a.r.L

neilmcl

adameter said:

No, It was sold by Amazon directly not another seller and with Prime.

It was a laptop.

Just checked and it says Amazon E.U S.a.r.L

Then get back in touch with your bank and raise a complaint if needs be.

adameter

What shall I say that I didn't before?

[Deleted User]

adameter said:

What shall I say that I didn't before?

If Amazon have already refused to refund you,  then you can't simply ask your  Bank to Chargeback. Amazon will just contest it and you'll be back to square one. You'll also risk being banned from making further purchases from Amazon.

Do you have a history of many returns to Amazon? I ask because it's very unusual for Amazon to not simply accept the customer's word. What is the nature of the "damage"?  

Have Amazon returned the "damaged" laptop to you?