Website refused to refund!

smartshopper80

I returned a jacket to this famous brand, using their free label from Yodel.
Weeks later, I went to the same drop-up shop to collect other parcels, I shockingly found out the parcel had remained in the store. 
I had provide the proof of postage to the company. According to Yodel's tracking, the parcel had been delivered to 'somewhere' 4 days after dropping off. However, when I saw the parcel reappear weeks later, it had no return label on it. That's why me and the store owner guessed the parcel was bounced back as the label went missing.
Anyway, I've contacted the brand several times asking them to get the parcel asap. They failed to do it asap, and eventually the parcel was collected again 10 days ago without any label or further tracking information. 
Now I'm given the reponse that the brand claims their warehouse never received it, hence no refund and want me to go with chargeback! It's just ridioucous. I shouldn't be responsible for any problems caused by Yodel. And the hiccup happend, I informed the brand immediately, and they could't do anything about it, which led to the parcel become unable to be located at this point.
What shall I do? I know chargeback is tricky, and it looks like it is to be decided by the bank that the company uses, which means they more likely to take side with the company. Anything else I can do?
Thanks.

born_again

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

sheramber

How securely was the label attached to the parcel?

smartshopper80

sheramber said:

How securely was the label attached to the parcel?

It's a sticker that generated by the store, the member of staff put it for me.
It's should be secure and waterproof.

Wonka_2

Given your previous experiences with online returns I'd have given up by now and reverted to visiting shops for my purchases

smartshopper80

born_again said:

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

born_again said:

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

I had a bad experience in chargeback case. It was denied the first time, and I was told by my card issuer that the decision by made by 'the bank that merchant used'. That was paid using foreign credit card, and to appeal with Visa or MasterCard would charge 1000-1200 USD. The item only cost £300. I was furious, so I told my bank that I would cancel my card of they failed to appeal, and I wasn't gonna pay for any appeal fee. Anyway, after looking into my history with them, my bank knew I'm a decent customer for many years, and I spent a lot annually. They appeal with no extra cost, and I won in the end.  FYI, that was a similar case, using free return but the item was lost in transit. 

This time was different card, and that's why I'm concerned. 

smartshopper80

Wonka_2 said:

Given your previous experiences with online returns I'd have given up by now and reverted to visiting shops for my purchases

It's not like every online shopping experiecne is bad. But sxxt does happen once in a long while. 

born_again

smartshopper80 said:

born_again said:

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

I had a bad experience in chargeback case. It was denied the first time, and I was told by my card issuer that the decision by made by 'the bank that merchant used'. That was paid using foreign credit card, and to appeal with Visa or MasterCard would charge 1000-1200 USD. The item only cost £300. I was furious, so I told my bank that I would cancel my card of they failed to appeal, and I wasn't gonna pay for any appeal fee. Anyway, after looking into my history with them, my bank knew I'm a decent customer for many years, and I spent a lot annually. They appeal with no extra cost, and I won in the end.  FYI, that was a similar case, using free return but the item was lost in transit. 

This time was different card, and that's why I'm concerned. 

What's on their website?

There is no charge for chargebacks in Europe. Even if retailer rejects, there is a option (arbitration) for V or M to sit as Judge & Jury on the case.

Visa/Mastercard have different regulations around the world. So you can't compare a foreign credit card with a UK one.

smartshopper80

born_again said:

smartshopper80 said:

born_again said:

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

I had a bad experience in chargeback case. It was denied the first time, and I was told by my card issuer that the decision by made by 'the bank that merchant used'. That was paid using foreign credit card, and to appeal with Visa or MasterCard would charge 1000-1200 USD. The item only cost £300. I was furious, so I told my bank that I would cancel my card of they failed to appeal, and I wasn't gonna pay for any appeal fee. Anyway, after looking into my history with them, my bank knew I'm a decent customer for many years, and I spent a lot annually. They appeal with no extra cost, and I won in the end.  FYI, that was a similar case, using free return but the item was lost in transit. 

This time was different card, and that's why I'm concerned. 

What's on their website?

There is no charge for chargebacks in Europe. Even if retailer rejects, there is a option (arbitration) for V or M to sit as Judge & Jury on the case.

Visa/Mastercard have different regulations around the world. So you can't compare a foreign credit card with a UK one.

Hello.

What did you mean by what's on their website?

born_again

smartshopper80 said:

born_again said:

smartshopper80 said:

born_again said:

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

I had a bad experience in chargeback case. It was denied the first time, and I was told by my card issuer that the decision by made by 'the bank that merchant used'. That was paid using foreign credit card, and to appeal with Visa or MasterCard would charge 1000-1200 USD. The item only cost £300. I was furious, so I told my bank that I would cancel my card of they failed to appeal, and I wasn't gonna pay for any appeal fee. Anyway, after looking into my history with them, my bank knew I'm a decent customer for many years, and I spent a lot annually. They appeal with no extra cost, and I won in the end.  FYI, that was a similar case, using free return but the item was lost in transit. 

This time was different card, and that's why I'm concerned. 

What's on their website?

There is no charge for chargebacks in Europe. Even if retailer rejects, there is a option (arbitration) for V or M to sit as Judge & Jury on the case.

Visa/Mastercard have different regulations around the world. So you can't compare a foreign credit card with a UK one.

Hello.

What did you mean by what's on their website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

Are you saying that they say to call bank for chargeback on there?

smartshopper80

born_again said:

smartshopper80 said:

born_again said:

smartshopper80 said:

born_again said:

Chargeback should be simple here.

It is down to retailer to contest the chargeback. Their bank plays no part in any decision. They pass it to retailer, who either contests or not.
Just be aware if they do not contest, they could still go legal route to claim the money back.

Which brand & are you sure it was a genuine website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

I had a bad experience in chargeback case. It was denied the first time, and I was told by my card issuer that the decision by made by 'the bank that merchant used'. That was paid using foreign credit card, and to appeal with Visa or MasterCard would charge 1000-1200 USD. The item only cost £300. I was furious, so I told my bank that I would cancel my card of they failed to appeal, and I wasn't gonna pay for any appeal fee. Anyway, after looking into my history with them, my bank knew I'm a decent customer for many years, and I spent a lot annually. They appeal with no extra cost, and I won in the end.  FYI, that was a similar case, using free return but the item was lost in transit. 

This time was different card, and that's why I'm concerned. 

What's on their website?

There is no charge for chargebacks in Europe. Even if retailer rejects, there is a option (arbitration) for V or M to sit as Judge & Jury on the case.

Visa/Mastercard have different regulations around the world. So you can't compare a foreign credit card with a UK one.

Hello.

What did you mean by what's on their website?

It's The North Face's official website, and according to Trust Pilot, the feedback is only 1 star ish.

Are you saying that they say to call bank for chargeback on there?

No. I was saying that many people have bad experiences because it's only 1 star on Trust Pilot.
ButI did glance TP, and I saw customers complaining no refund as well.

The chargeback idea was given by the brand's CS via email.