How do I dispute a visa debit card charge? (item not received)

FFS2020

I ordered an item online for next day shipping.  The item simply never turned up.  This was about a week ago.  The company insist the courier delivered the item and handed it to me.  Nobody knocked on the door though & none of my neighbours has the package either.  I asked the company for some kind of signature or even a photo to prove delivery — they said it’s not their responsibility to provide this.

Can I dispute the charge with my bank?  I paid using my bank visa debit card.

I think I read you have to wait 15 days before you can dispute a charge?

eskbanker

All banks using Visa or Mastercard payment cards operate the chargeback system for scenarios like this - you should be able to read up on the detail of your bank's process for this on their website.

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

jsmith9

This might also help:

If something you ordered hasn't arrived - Citizens Advice

it basically says that it is the seller's responsibility to get the item to you. Your request for a photo or signature is a red herring you should not need to ask this all you have to say is that you haven't received it - full stop.

sheramber

Nobody is 'handing parcels' over at the moment due to covid. It is place on the ground and stand back to await the householder collecting it.

born_again

FFS2020 said:

I ordered an item online for next day shipping.  The item simply never turned up.  This was about a week ago.  The company insist the courier delivered the item and handed it to me.  Nobody knocked on the door though & none of my neighbours has the package either.  I asked the company for some kind of signature or even a photo to prove delivery — they said it’s not their responsibility to provide this.

Can I dispute the charge with my bank?  I paid using my bank visa debit card.

I think I read you have to wait 15 days before you can dispute a charge?

Just ring the bank and start the process.
15 days is from the date of debit on your account.
Just one thing to note, if they can prove delivery (and it does not have to be the correct address) that gives them grounds to reject the chargeback.

jsmith9

Could you say more on why it does not have to be the correct address please.

masonic

sheramber said:

Nobody is 'handing parcels' over at the moment due to covid. It is place on the ground and stand back to await the householder collecting it.

In my experience it is rare indeed for the courier to await the householder collecting it. I've returned home from work on several occasions to find a parcel in front of my doorstep in clear view. When I happen to be at home, the courier is usually nowhere to be seen by the time I get to the door.

FFS2020

masonic said:

sheramber said:

Nobody is 'handing parcels' over at the moment due to covid. It is place on the ground and stand back to await the householder collecting it.

In my experience it is rare indeed for the courier to await the householder collecting it. I've returned home from work on several occasions to find a parcel in front of my doorstep in clear view. When I happen to be at home, the courier is usually nowhere to be seen by the time I get to the door.

So how do they prove they delivered the parcel at all?

northwalesd

masonic said:

sheramber said:

Nobody is 'handing parcels' over at the moment due to covid. It is place on the ground and stand back to await the householder collecting it.

In my experience it is rare indeed for the courier to await the householder collecting it. I've returned home from work on several occasions to find a parcel in front of my doorstep in clear view. When I happen to be at home, the courier is usually nowhere to be seen by the time I get to the door.

Same here - doorbell goes, by the time you've opened the door there's a parcel on the doorstep and you might be lucky to see the delivery vehicle disappearing down the road.

[Deleted User]

FFS2020 said:

masonic said:

sheramber said:

Nobody is 'handing parcels' over at the moment due to covid. It is place on the ground and stand back to await the householder collecting it.

In my experience it is rare indeed for the courier to await the householder collecting it. I've returned home from work on several occasions to find a parcel in front of my doorstep in clear view. When I happen to be at home, the courier is usually nowhere to be seen by the time I get to the door.

So how do they prove they delivered the parcel at all?

The smart ones either have a photo of the delivery (DPD for example), hand it over to someone and take a name (you don't sign it) or don't deliver. I had a parcel with Hermes where I left a note for the driver to leave it in our recycling bin and provided a lock for it to be secured after and was told that they aren't even allowed to do that. The likes of Amazon drivers who leave parcels on door steps are risking the cost of the parcel being stolen or claimed to not be delivered by a dishonest person.

masonic

FFS2020 said:

masonic said:

sheramber said:

Nobody is 'handing parcels' over at the moment due to covid. It is place on the ground and stand back to await the householder collecting it.

In my experience it is rare indeed for the courier to await the householder collecting it. I've returned home from work on several occasions to find a parcel in front of my doorstep in clear view. When I happen to be at home, the courier is usually nowhere to be seen by the time I get to the door.

So how do they prove they delivered the parcel at all?

By fraudulently entering "handed to resident" on their terminal before abandoning the parcel in front of the door.

Fortunately for them, I am honest, and no-one walking down my street decided to make off with the parcel while I was out. I always give feedback to the companies concerned, so if anything does go missing (or gets damaged after being left out in the rain) then I should be able to make a fairly strong case that the delivery drivers are most likely at fault. Perhaps it's such a rare occurrence that companies don't care about making the occasional refund while drivers are under a lot of pressure to deal with the increasing demand for home deliveries.

It is a shame as Amazon in particular used to be pretty faultless, they've always left items in my registered Safe Place prior to Covid. I guess there is no time for that any more.