Unauthorised transaction

Brodie1975

Hi there hoping someone can help out with some advice.
I went to purchase some purfume for my wife for Xmas but the following day the online company cancelled the transaction because they were out of stock.
on The 14th jan I noticed £65 taken from my account from the purfume company so I emailed the company and said they’ve wrongly taken money from my account and can they replace it.
they emailed me the following day saying purfume had been posted to me.
I emailed them back stating the transaction was cancelled by themselves and don’t need the purfume so could they refund me and send courier to pick up the item.
they said once I’ve posted the item back they will refund me.
they said they don’t use couriers and to just post into postbox with with a return label.
I went to a postbox with return label attached but purfume box is way to big for postbox.
ive emailed them letting them know it won’t fit and the nearest post office is a 20 min drive away so could they kindly arrange a pick up but emailed me back saying no they won’t use a courier.
ive emailed and emailed to see how we could sort this out but they haven’t emailed me back in 4 days.
now I’ve been in contact with Lloyds and explained the situation but they’ve said that due to it being a visa debit card it comes under their rules and that I’ve got to allow the seller 15 days to reply as visa works in favour of the retailer.
ive said that if I have to drive to a postbox and post then I’ll be out of pocket for an item I didn’t want and that it wasnt authorised payment from my account and now if I post back financially I’m out of pocket.
so I asked what happens  if I have to pay extra for tracking etc can I claim that back and was told no it’s tough luck so to speak.
im shocked by Lloyds and this online company.
what advice do ppl have for me and why does Lloyds not be more supportive of unauthorised transactions as I have all correspondence from online company.HELP

[Deleted User]

Brodie1975 said:

Hi there hoping someone can help out with some advice.
I went to purchase some purfume for my wife for Xmas but the following day the online company cancelled the transaction because they were out of stock.
on The 14th jan I noticed £65 taken from my account from the purfume company so I emailed the company and said they’ve wrongly taken money from my account and can they replace it.
they emailed me the following day saying purfume had been posted to me.
I emailed them back stating the transaction was cancelled by themselves and don’t need the purfume so could they refund me and send courier to pick up the item.
they said once I’ve posted the item back they will refund me.
they said they don’t use couriers and to just post into postbox with with a return label.
I went to a postbox with return label attached but purfume box is way to big for postbox.
ive emailed them letting them know it won’t fit and the nearest post office is a 20 min drive away so could they kindly arrange a pick up but emailed me back saying no they won’t use a courier.
ive emailed and emailed to see how we could sort this out but they haven’t emailed me back in 4 days.
now I’ve been in contact with Lloyds and explained the situation but they’ve said that due to it being a visa debit card it comes under their rules and that I’ve got to allow the seller 15 days to reply as visa works in favour of the retailer.
ive said that if I have to drive to a postbox and post then I’ll be out of pocket for an item I didn’t want and that it wasnt authorised payment from my account and now if I post back financially I’m out of pocket.
so I asked what happens  if I have to pay extra for tracking etc can I claim that back and was told no it’s tough luck so to speak.
im shocked by Lloyds and this online company.
what advice do ppl have for me and why does Lloyds not be more supportive of unauthorised transactions as I have all correspondence from online company.HELP

 Drive to the post office! 

wmb194

Are you sure there are no parcel postboxes nearer to where to you live?

Brodie1975

I’m in rural Wales have postbox end of road item to big.nearest is 20 min drive.

wmb194

Download the Royal Mail app or look on its website and see if it shows you any PARCEL postboxes. They're a lot larger than the normal ones.

Brodie1975

thanks will look

eskbanker

Brodie1975 said:

why does Lloyds not be more supportive of unauthorised transactions

It sounds like they haven't agreed that it's regarded as an unauthorised transaction in these circumstances - you did authorise the payment, even though you considered that authorisation withdrawn when they cancelled the order, but that doesn't necessarily mean that Lloyds will treat it as unauthorised as such, so it's potentially being handled via chargeback rather than the (different) unauthorised transaction route that would apply if, for example, someone had used your card without consent....

Brodie1975

Thanks eskbanker,appreciated

colsten

Royal Mail will pick up parcels. https://www.royalmail.com/collection

Armorica

You authorised the transaction? Notwithstanding the cancellation, this is more like a return/refund than unauthorised/chargeback.

born_again

For a chargeback the goods need to be back with the retailer.
The issue is what chargeback to use. As such there is no "Unauthorised" chargeback. Same as there is no "Not ordered chargeback"

While it is frustrating from the OP point of view, all they can do is return the goods.