Edit: Chargeback reinstated. (Not so) Successful AmEx ChargEback completed in less than - week

RTguy

All, I wanted to share my experience with this forum as I have been following various threads for ideas for the last few weeks.

I had bought flights to Australia and New Zealand with Emirates via Opodo.com earlier this year, and had them cancelled by the airline on 23rd March.  I have spent many, many hours on continuous hold to Opodo to try and obtain a refund, a voucher from the airline, indeed just to speak to anybody at all.  This week, I made it through and argued my case for a cash refund despite Opodo trying to tell me that I was neither entitled to this or a voucher.  I was told a refund wasn't guaranteed, but that it was processed and I could receive it in 90 days.  Unlikely.  The status on my booking simply states 'refund requested 4 May' where previously it had said '3 April' at my last successful call.

At the same time, I raised a dispute for the charge Opodo levied on my BA American Express credit card.  It couldn't have been easier, access the online statement, select the charge and raise a query.  The full amount was credited to my account within a few days and I have just had the excess credit moved to my bank account.  Can't quite believe it but seriously impressed with American Express.

Good luck to all.

Life__Goes__On

I've never had a Amex  card,  do they list  the full details for the transactions?

bagand96

Amex are quick at processing Chargebacks and it can be done via their website.  However just a word of caution, the merchant can dispute a chargeback, they have 45 days to do so. If they do appeal then the debit can be re-applied to your account. You'll get a letter (from the Netherlands!) explaining this. 

When you raise a dispute online they seem to execute a chargeback by default. I expect if you wanted a Section 75 then you'd need to call.  

Monkeysockz

Can they do anything after 45 days or legally can they pursue the matter to get back?

Streaky_Bacon

If they miss the timescales then they will not be able to dispute via the chargeback process. They would still be able to directly pursue the customer however (which is also still the case if they dispute but lose). Certainly Amex's T&Cs do not seem to prevent the merchant from pursuing the card holder.

“American Express has an established charge dispute process in place that takes into account both the Card Member and the merchant perspectives. Our policies do not prohibit a merchant from seeking to collect payment from a Card Member for a transaction that is charged back to a merchant.”

https://www.credit.com/blog/think-you-won-your-credit-card-dispute-not-so-fast-118101/

Monkeysockz

Monkeysockz said:

Can they do anything after 45 days or legally can they pursue the matter to get back?

Just an update the company has now finally confirmed that the balance is £0 and I have legally followed mastercard rules and regulations to win my case. They won't be taking this further. They have email me today. Thank god. Praise the Lord lol

RTguy

Update:  This week Amex reversed the chargeback based on Opodo claiming that their refund policy is 90 days. I must now wait for that time to elapse before I can take further action (chargeback or S75 through Amex again).  I am highly doubtful that I will receive a refund from them - booking management tool via Opodo website shows only that the claim was lodged on 4 May and has not begun to be processed yet - but we live in hope.

RTguy

Update: I have reinstated the chargeback via American Express as no refund was made by Opodo within the 90 day window. Hopefully American Express won’t accept the inevitable challenge from Opodo this time. I managed to get through to customer services and was told they haven’t refunded me yet because of the open chargeback - which of course if they hadn’t have challenged would have seen me refunded!

RTguy

AmEx have now closed the second investigation into this dispute with Opodo and upheld the chargeback in my favour. The merchant is still able to challenge this (according to AmEx customer services indefinitely) but will have to produce new documentation in order to do so which I can only assume would have to be proof of refund.  For now at least, Opodo have been held to account.

Thrugelmir

If further documentation is provided by Opodo. Amex aren't going to arbitrate the matter.