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

born_again

jsmith9 said:

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

All the card regulations state is they have to prove delivery. 

So if the company have proof of delivery (picture of it on a doorstep) then as far as the card regulations go they have won the case.

Thrugelmir

born_again said:

jsmith9 said:

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

So if the company have proof of delivery (picture of it on a doorstep) then as far as the card regulations go they have won the case.

Depends on the retailers terms and conditions, along with the type of delivery service opted for.  Proof of delivery would normally considered to be a signature. Though couriers these days have taken to signing for deliveries themselves. 

jsmith9

Well I personally think the consumer is in a much stronger position inthat if they say they did not receive the package then that is what the starting point is and it is up to the merchant to prove that they did receive it.

Photographs of random doorsteps or squiggled signatures would not constitute such proof

masonic

jsmith9 said:

Well I personally think the consumer is in a much stronger position inthat if they say they did not receive the package then that is what the starting point is and it is up to the merchant to prove that they did receive it.

Photographs of random doorsteps or squiggled signatures would not constitute such proof

This is probably true, but you would likely need to look beyond your card issuer for justice. I doubt a retailer would let it go to court if that's all the evidence they had.

born_again

Thrugelmir said:

born_again said:

jsmith9 said:

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

So if the company have proof of delivery (picture of it on a doorstep) then as far as the card regulations go they have won the case.

Depends on the retailers terms and conditions, along with the type of delivery service opted for.  Proof of delivery would normally considered to be a signature. Though couriers these days have taken to signing for deliveries themselves. 

Retailers T/C have no bearing on card regulations. Chargeback rules are based on what Visa/Mastercard set.
Agree normally a signature would be proof of delivery, but that boat sailed with Covid. Now the norm is at best a picture or courier signing to say delivered.

sheramber

There was a video on facebook of a courier placing a parcel on the doorstep , photographing it then picking it  up again and  taking it back to the  van. Got in and drove away= all caught on CCTV.

[Deleted User]

sheramber said:

There was a video on facebook of a courier placing a parcel on the doorstep , photographing it then picking it  up again and  taking it back to the  van. Got in and drove away= all caught on CCTV.

That was in the US where leaving deliveries on doorways and so called "porch pirates" stealing stuff seems to be very common and probably why door CCTV is so popular there.

[Deleted User]

jsmith9 said:

Well I personally think the consumer is in a much stronger position inthat if they say they did not receive the package then that is what the starting point is and it is up to the merchant to prove that they did receive it.

Photographs of random doorsteps or squiggled signatures would not constitute such proof

DPD photos are taken only when the item is delivered (or left in a secure safe place), the photo usually shows the place of delivery like a door open and they take a name. Like it or not, that DOES constitute proof. Think about pre-covid times, someone delivers a parcel and you sign with your finger on a small hand scanner, does it ever look like anything? That is just as much proof

wizzywig27

Strange one this, DPD delivered something to my property during lockdown - I was out so he left it in a 'safe place' (I think he left it around the back) - I never received it. Raised it with the company who contacted DPD. Next day the driver is knocking on my door asking me loads of questions saying he would lose his job. He lied said I told him to leave it around the back, so company declined my claim. I raised with Halifax (S75) and they were investigating.

In the meantime I complained to DPD, they then advised he shouldn't have left it and refunded me (via the retailer). I don't think he ever denied he left it around the back, but as I said, he tried to say it my instruction - on a side note the parcel did require a signature which probably helped.

In my experience I have had parcels randomly left under my neighbours car over the road!! Unless they have concrete evidence you received that parcel then you do have at least some case.

FFS2020

masonic said:

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.

Yes, Amazon are shocking.  Last week I was on the phone to Amazon to ask them why my parcel, which was "guaranteed" to arrive by 7pm had still not arrived at 9pm.  So, while I was in my flat, sitting talking to Amazon on the phone up pops a notification saying parcel has just been delivered and that it was "handed to resident."   Nobody had knocked on my door or been anywhere near me.  Opened my door with Amazon still on the phone to see whether the parcel had perhaps been left by my front door.  Nope.  Their delivery sucks these days.  My friend lives in a large block of flats and says Amazon just dumps the parcels in the street by the main entrance to the flats.  The police recently arrested a random bloke who was going around that neighbourhood just nicking everyone's parcels!