Chargeback information please

wainright

Hi,
I am awaiting a refund for goods returned and the company are not responding to the e-mails I sent, I have e-mail proof from the company that it was returned to them, so will give them a little longer to deal with it.
However, if this refund is not forthcoming, can anyone explain the chargeback claim procedure as I cannot find clear info on the web. It was a debit card transaction
Thank you

wainright

Forgot to add, this company is based in France, does this actually affect anything??

Pollycat

In the thread sticky at the top of this board is this:
Consumer rights & protection: get money back - MSE (moneysavingexpert.com)

Scroll down to see pre/post Brexit info.

In the same sticky is info on chargebacks (and Section 75 refunds).

DullGreyGuy

Location of the merchant is irrelevant.

In short, you raise a chargeback with your bank, assuming they accept it they provisionally refund the money to you. It goes to the merchants bank, they contact the merchant and given them 45 days to dispute the chargeback. Their bank then goes back to your bank saying its either clear or there is a dispute. The total length of time this takes can be notably more than 45 days.

Obviously if they dont dispute it or you win the dispute the money stays in your account. If they dispute it and they decide the merchant's version of events is more believable then the transaction is recharged to your account.

screech_78

When did they receive it? 

Please remember that companies receive lots of returns on a daily basis. We advise 14 days for a refund and there is nothing more annoying than a customer who complains “you received it yesterday”. Yes, along with thousands of others. Returns are checked and manually approved by warehouse staff. It takes time. 

born_again

What was the reason for return?

Non receipt of refund is a weak chargeback, as you require date of refund, amount of refund & last 4 of card as evidence in writing.

But ask to speak to banks dispute team & they will tell you exactly what they can do, & what they require from you.