Haute Florist- money taken twice after website claimed payment couldn't be taken. Refused refund

Jumblebumble

born_again said:

the_lunatic_is_in_my_head said:

Really they should cancel the second order, pretty obvious something has gone wrong as why would someone order two of the same flowers to the same person?

@born_again might have an opinion regarding chargebacks in this specific situation. 

Whatever happens I'd be leaving them a bad review somewhere... 

No chargeback right.
Sadly user error, & happens often with these types of messages. Error could be retailer end or Op has a pop up blocker that is stopping 2FA screen coming up.

Like the way all the reasons are banks related. Nothing about possible that error with retailer & only a bit about contacting bank if fraud. 

TBH. Best way with anything like this is NEVER press submit again, without checking bank account to see if there is a authorisation (reduced balance) on the bank account. Which means a error at retailer or your computer end.

I am confused
If the 2FA does not get activated by the customer then how is the retailer allowed to charge for that transaction and why would a chargeback fail?
Mind you Amex are constantly sending me 2FA codes on transactions that go through anyway without me putting in the 6 digits which makes me think the systems are not as robust as the banks would like one to think

born_again

Not every transaction goes for 2FA. No idea on criteria.

Rough guide

Retailer > Bank > bank security system > Approve or not > retailer >  bank for 2FA  Approve or decline > retailer

All in seconds.

So any delay can either trigger decline OP got, but system has approved transaction anyway.

MobileSaver

born_again said:

HillStreetBlues said:

I don't see how it can be a customer error, the customer received notification payment had failed,  not might of, but actually failed.
The customer can't control the messages they are sent.
What the message should say, "the payment might have failed and delay reordering  (instant time-frame here) to avoid duplicate orders.

The reason I use customer error is that they have pressed again without checking if it had gone through.

I would be furious if my bank claimed "customer error" when the retailer clearly stated "payment failed" and I think it is completely unreasonable for a bank to expect the customer to double check whether the payment really went through or not under such circumstances.

If the error said "timeout" or just gave a blank screen then fair enough but stating payment failed is as unambiguous as you can get.

born_again

MobileSaver said:

born_again said:

HillStreetBlues said:

I don't see how it can be a customer error, the customer received notification payment had failed,  not might of, but actually failed.
The customer can't control the messages they are sent.
What the message should say, "the payment might have failed and delay reordering  (instant time-frame here) to avoid duplicate orders.

The reason I use customer error is that they have pressed again without checking if it had gone through.

I would be furious if my bank claimed "customer error" when the retailer clearly stated "payment failed" and I think it is completely unreasonable for a bank to expect the customer to double check whether the payment really went through or not under such circumstances.

If the error said "timeout" or just gave a blank screen then fair enough but stating payment failed is as unambiguous as you can get.

Why. 
If the retailer is saying declined. Why have they passed it to bank to debit?

Bank can not debit something unless retailer tells them to.

MobileSaver

born_again said:

MobileSaver said:

born_again said:

HillStreetBlues said:

I don't see how it can be a customer error, the customer received notification payment had failed,  not might of, but actually failed.
The customer can't control the messages they are sent.
What the message should say, "the payment might have failed and delay reordering  (instant time-frame here) to avoid duplicate orders.

The reason I use customer error is that they have pressed again without checking if it had gone through.

I would be furious if my bank claimed "customer error" when the retailer clearly stated "payment failed" and I think it is completely unreasonable for a bank to expect the customer to double check whether the payment really went through or not under such circumstances.

If the error said "timeout" or just gave a blank screen then fair enough but stating payment failed is as unambiguous as you can get.

Why. If the retailer is saying declined. Why have they passed it to bank to debit?

If the retailer has incorrectly told the customer that the payment failed when it didn't then it's either a retailer error or a bank error but either way it's not a customer error...