Order cancelled - still got charged!

Alderbank

the_lunatic_is_in_my_head said:

At a glance their site simply says the following regarding acceptance:

c) The Company reserves the right at any time after receipt of the order to accept or decline your order for any reason.

So if they reserve that right so do you and as you withdrew your offer they should refund and collect the goods.

Irrelevant - no dispute in this case about offer or acceptance.

In a perfect world the despatch process would have been halted the instant you contacted them to say you had changed your mind but this doesn't always happen in practice. It doesn't affect the legal process.

The company says:

3. Returned goods and cancellations

Customer has the right to cancel distance contracts (such as online contracts) under the Distance Selling Regulations 2000. In a typical case, a consumer may exercise this right by calling or e-mailing the Company at any time within 14 days from  the delivery.

The company also allows returns within 30 days but claims for cancellation must be made in writing to the Company  before the date of dispatch, otherwise customer will be required to pay delivery and restocking charges.

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a refund on receipt.

As you have found, they won't do anything until you return the bumper so do that asap. Before doing so I would check with them the address to send it to, which might not be the same as their office address, and whether you need a returns number or other paperwork. Returns often disappear in transit.

Their T&Cs do not say that you must pay for return postage so unless that was made clear in the email you received confirming cancellation they should reimburse this. Ask them who to use - they might have a contract with a carrier.

Jenni_D

the_lunatic_is_in_my_head said:

Jenni_D said:

the_lunatic_is_in_my_head said:

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Are you assuming that this is part of their card services contract? (You may well be right).

If a consumer raises a S75 claim against a credit provider it's up the the provider whether or not they subsequently pursue the seller - there's no automatic assumption that this will happen.

I was thinking of chargebacks regarding the fee. 

Maybe @born_again can confirm if the retailer is typically charged by the card company for S75 claims?

But the seller would have paid the card company a (percentage) fee for the transaction? Thus there'd be no fee that the card company would chargeback ... they've already got their fee.  

the_lunatic_is_in_my_head

Jenni_D said:

the_lunatic_is_in_my_head said:

Jenni_D said:

the_lunatic_is_in_my_head said:

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Are you assuming that this is part of their card services contract? (You may well be right).

If a consumer raises a S75 claim against a credit provider it's up the the provider whether or not they subsequently pursue the seller - there's no automatic assumption that this will happen.

I was thinking of chargebacks regarding the fee. 

Maybe @born_again can confirm if the retailer is typically charged by the card company for S75 claims?

But the seller would have paid the card company a (percentage) fee for the transaction? Thus there'd be no fee that the card company would chargeback ... they've already got their fee.  

I think the retailer gets hit with around £75 for a chargeback, that was the figure Paypal mentioned but was going back a few years. 

ItsComingRome

the_lunatic_is_in_my_head said:

Jenni_D said:

the_lunatic_is_in_my_head said:

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Are you assuming that this is part of their card services contract? (You may well be right).

If a consumer raises a S75 claim against a credit provider it's up the the provider whether or not they subsequently pursue the seller - there's no automatic assumption that this will happen.

I was thinking of chargebacks regarding the fee. 

Maybe @born_again can confirm if the retailer is typically charged by the card company for S75 claims?

There is no fee for an S75 dispute, it has nothing to do with the retailer.  They have no direct contractual relationship with the bank allowing them to charge them and it's outside the Visa or Mastercard ecosystem.

born_again

the_lunatic_is_in_my_head said:

Jenni_D said:

the_lunatic_is_in_my_head said:

Might be worth letting the company know you are going to issue a S75 claim if they don't respond as they'll suffer a fee for this and might start replying.  

Are you assuming that this is part of their card services contract? (You may well be right).

If a consumer raises a S75 claim against a credit provider it's up the the provider whether or not they subsequently pursue the seller - there's no automatic assumption that this will happen.

I was thinking of chargebacks regarding the fee. 

Maybe @born_again can confirm if the retailer is typically charged by the card company for S75 claims?

S75 is from Card Co. They may try to negotiate a deal before any payout, but the type of co that is avoiding a customer will do just the same to the bank. But it is a balancing act on the cost. Taking the co to court is not going to happen. Costs are way to high for any potential returns.