Chargeback

wizzywig27

Hello, sorry if this has been asked before. To save me contacting two banks does anyone know who I contact to do a chargeback if an account switch has happened since the payment was processed?

Old bank or new?

grumbler

My guess -  the old bank that processed the transaction. The new one doesn't have any information about it.

wizzywig27

grumbler said:

My guess -  the old bank that processed the transaction. The new one doesn't have any information about it.

Thanks, I look forward to dealing with this then 

born_again

Old one as they need to pick the transaction up form their systems to process the chargeback. 
Any refund would be held for the 45 days the retailer has to contest the chargeback, & then transferred over to your new account.

wizzywig27

born_again said:

Old one as they need to pick the transaction up form their systems to process the chargeback. 
Any refund would be held for the 45 days the retailer has to contest the chargeback, & then transferred over to your new account.

Thanks, basically it was for a payment that failed due to a issue with (I presume) the billing address, company are hard to get hold of (no calls just emails) and when they do reply they just advise they will not take the payment and to contact my bank. 

eskbanker

wizzywig27 said:

born_again said:

Old one as they need to pick the transaction up form their systems to process the chargeback. 
Any refund would be held for the 45 days the retailer has to contest the chargeback, & then transferred over to your new account.

Thanks, basically it was for a payment that failed due to a issue with (I presume) the billing address, company are hard to get hold of (no calls just emails) and when they do reply they just advise they will not take the payment and to contact my bank. 

Surely chargeback is only viable as a means to reverse a payment that was made successfully?  If a payment failed and they won't take it, that suggests that you're not out of pocket, or am I misunderstanding what you mean?

born_again

wizzywig27 said:

born_again said:

Old one as they need to pick the transaction up form their systems to process the chargeback. 
Any refund would be held for the 45 days the retailer has to contest the chargeback, & then transferred over to your new account.

Thanks, basically it was for a payment that failed due to a issue with (I presume) the billing address, company are hard to get hold of (no calls just emails) and when they do reply they just advise they will not take the payment and to contact my bank. 

You can't chargeback a failed payment. If a payment is never taken, there is nothing to claim back.

They only work on debited payments & under certain rules.

wizzywig27

They have taken the payment, the money left my account but failed at the retailer end - retailer have confirmed they wont take it. 

To add a little bit more context this is using a third party payment system (like Klarna) - so retailer haven't claimed the money and are telling me they wont as the payment failed. The money has left my account and the merchant are saying they have provided the funds, therefore they cannot refund me without notification of a failed payment or cancelled order (I don't have either).

So I am going to my bank. My bank may well say take it up with the third party/middle man in this instance. If that is the case I am not sure what to do as the 'middle man' are saying they need proof before they will refund.

The payment is no longer pending on my bank card, the middle man confirms payment hasn't been claimed but without proof they cant dispute with Mastercard if they refund me and then retailer claims the payment.

As no order was created, and therefore no item received, I have ultimately paid for something that I have not received and never will, so I understand that fulfills the chargeback criteria?

DullGreyGuy

You need to work on your description of whats happened as how you word it is vague and gives the opportunity for people to missinterprit what you've said, eg:

wizzywig27 said:

The payment is no longer pending on my bank card, the middle man confirms payment hasn't been claimed

This at first reading could be that its no longer pending, its dropped off, and the middle man confirms they didnt claim the money from my account. 

What you actually mean is that the payment has gone from pending to complete on your bank card and the middleman states the payment hasnt been claimed by the merchant.


The easiest solution sounds like getting the merchant to confirm that the order was declined and no payment is due and then present that to the middleman to get them to return the funds to you. 

You can raise a chargeback but they too may ask for evidence that goods/services havent been received.

born_again

Who is the middle man?
Why are they talking about mastercard, as they have no link with them, they are simply moving money from your card to the retailer.

What does the debit show as on your bank account?



If it has debited your account, then it might be charged back as non receipt. 
15 days visa, 30 days mastercard from debit date.

wizzywig27

born_again said:

Who is the middle man?
Why are they talking about mastercard, as they have no link with them, they are simply moving money from your card to the retailer.

What does the debit show as on your bank account?



If it has debited your account, then it might be charged back as non receipt. 
15 days visa, 30 days mastercard from debit date.

Middle man is Zilch, they provide a virtual debit card. You can use them to pay in four but I use them to gain points which you can then claim on purchases.

Basically Zilch have taken the payment from my bank, however the payment was declined. The retailer (all pond solutions) have advised they will not take the payment.

Zilch are saying that I had to wait 10 working days then contact them, I did that, then they said I had to wait 30 days (in line with what you said above).

They want confirmation from all pond solutions that they will not take the payment, they can then advance refund me, so in the situation that they do take the payment they have the proof/evidence that they said they wont be taking the payment. The problem is APS are no responsive, phone doesn't work and they do not respond to emails (trustpilot is full of 1 star reviews on this).