Section 75 or Chargeback advise?

bery_451

Hi,

I used my Mastercard credit card to pay for a service repair that didn't last long so I contacted the company under the 12 months warranty they promise for all repairs and they are not addressing my emails I sent them coming up with excuses not to do the warranty work even though I sent them the video of the fault.

Which one shall I use and do I contact Mastercard or the card issuer? The Service cost around £115 and I was given a VAT receipt for the service. For Chargeback or Section 75 am I required to get a independent expert report on the service work for the claim to be valid or can I simply show Mastercard or the card issuer evidence of the faulty work/repair be it a video of it along with the company's 12 month warranty policy for my claim to be valid?

Thanks,

born_again

You go via card issuer. 
Mastercard & Visa are not customer facing companies & do not deal with customer disputes.

Speak to card company & explain situation. They will decide the best way to deal with it & what you will need to do.

eskbanker

Given the choice, card companies will generally prefer chargeback to s75, as this doesn't involve them putting their hands in their own pockets, but starting with chargeback and then using s75 if that doesn't work is also an option.  Whether or not you need additional information over and above your video will depend on how self-explanatory that is in the circumstances....

bery_451

born_again said:

You go via card issuer. 
Mastercard & Visa are not customer facing companies & do not deal with customer disputes.

Speak to card company & explain situation. They will decide the best way to deal with it & what you will need to do.

Generally speaking does chargebacks or Section 75s covers services or items/products that you bought and what are the time limits for both of these protections?

eskbanker

bery_451 said:

born_again said:

You go via card issuer. 
Mastercard & Visa are not customer facing companies & do not deal with customer disputes.

Speak to card company & explain situation. They will decide the best way to deal with it & what you will need to do.

Generally speaking does chargebacks or Section 75s covers services or items/products that you bought and what are the time limits for both of these protections?

Generally speaking both can apply, but the devil will always be in the detail, so generalising can be dangerous.

Chargeback timescales are tighter at 120 days, but probably best to familiarise yourself via the MSE articles, which include a section comparing them:

https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/
https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

bery_451

eskbanker said:

Given the choice, card companies will generally prefer chargeback to s75, as this doesn't involve them putting their hands in their own pockets, but starting with chargeback and then using s75 if that doesn't work is also an option.  Whether or not you need additional information over and above your video will depend on how self-explanatory that is in the circumstances....

So chargebacks mean the card issuer doesn't refund me themselves but charge backed to the company that provided the service meaning the company can possibly pass the chargeback to a debt collection bailiff? However a section 75 claim removes all this potential headache so that means section 75 is a better protection?

You mean use both that is chargeback 1st then later on section 75 if charge back fails? If chargeback fails then will this auto fail the section 75 too?

I like to know which is best most used for services instead of buying products/items.

eskbanker

bery_451 said:

eskbanker said:

Given the choice, card companies will generally prefer chargeback to s75, as this doesn't involve them putting their hands in their own pockets, but starting with chargeback and then using s75 if that doesn't work is also an option.  Whether or not you need additional information over and above your video will depend on how self-explanatory that is in the circumstances....

So chargebacks mean the card issuer doesn't refund me themselves but charge backed to the company that provided the service meaning the company can possibly pass the chargeback to a debt collection bailiff? However a section 75 claim removes all this potential headache so that means section 75 is a better protection?

You mean use both that is chargeback 1st then later on section 75 if charge back fails? If chargeback fails then will this auto fail the section 75 too?

I like to know which is best most used for services instead of buying products/items.

It is possible for a merchant to pursue the customer for a debt if the chargeback succeeds, yes, whereas this isn't the case with s75.

If chargeback fails then no, this doesn't auto fail s75.

To the best of my knowledge, services versus goods doesn't influence the comparison either way round.

born_again

To be honest, a video may not be accepted as evidence by card provider as there is not way to upload such evidence to Mastercard.
So you may need 3rd party to confirm.
But without knowing full details of what the issue is, which is why it is better to go direct to card provider & ask. 

You could be out of time on a chargeback as it is 120 days from payment in most cases. There are a few exceptions.

TBH. If no chargeback right or it fails it should go straight to S75 (but that is how we work) other may not play the same.

DullGreyGuy

bery_451 said:

eskbanker said:

Given the choice, card companies will generally prefer chargeback to s75, as this doesn't involve them putting their hands in their own pockets, but starting with chargeback and then using s75 if that doesn't work is also an option.  Whether or not you need additional information over and above your video will depend on how self-explanatory that is in the circumstances....

So chargebacks mean the card issuer doesn't refund me themselves but charge backed to the company that provided the service meaning the company can possibly pass the chargeback to a debt collection bailiff? However a section 75 claim removes all this potential headache so that means section 75 is a better protection?

You mean use both that is chargeback 1st then later on section 75 if charge back fails? If chargeback fails then will this auto fail the section 75 too?

I like to know which is best most used for services instead of buying products/items.

Because of the time limit on Chargeback it's normal for banks to try that first and then consider it under S75 if it fails and the customer asks. S75 can take months so almost certainly would mean the reserve order couldn't happen given the 120 day limit. 

With most banks you "raise a dispute" and they'll make the call on how to deal with it. 

bery_451

born_again said:

To be honest, a video may not be accepted as evidence by card provider as there is not way to upload such evidence to Mastercard.
So you may need 3rd party to confirm.
But without knowing full details of what the issue is, which is why it is better to go direct to card provider & ask. 

You could be out of time on a chargeback as it is 120 days from payment in most cases. There are a few exceptions.

TBH. If no chargeback right or it fails it should go straight to S75 (but that is how we work) other may not play the same.

Can the video be sent to the card issuer contact us email address?

Can I choose s75 over chargeback or chargeback application has to be initiated 1st?

What is accepted as 3rd parties to most card issuers?

From Freedom of Information Act do you know the statistics of the % for the success rate for both chargebacks & S75? I am more likely to fail on S75 because it is not in the card issuer shareholders interest to issue refunds to card holders out of their own pockets correct?

born_again

bery_451 said:

born_again said:

To be honest, a video may not be accepted as evidence by card provider as there is not way to upload such evidence to Mastercard.
So you may need 3rd party to confirm.
But without knowing full details of what the issue is, which is why it is better to go direct to card provider & ask. 

You could be out of time on a chargeback as it is 120 days from payment in most cases. There are a few exceptions.

TBH. If no chargeback right or it fails it should go straight to S75 (but that is how we work) other may not play the same.

Can the video be sent to the card issuer contact us email address?

Can I choose s75 over chargeback or chargeback application has to be initiated 1st?

What is accepted as 3rd parties to most card issuers?

From Freedom of Information Act do you know the statistics of the % for the success rate for both chargebacks & S75? I am more likely to fail on S75 because it is not in the card issuer shareholders interest to issue refunds to card holders out of their own pockets correct?

You would need to ask your card provider if they do. As some will not accept certain file types do to security risks.
Visa/Mastercard do not take these files. So if a chargeback it is not good as proof.
As a customer bank gets to choose the way to take forward. Although some people will argue they can not.
3rd party is your bank.

No stats on success rates, as you are talking about private companies (out of the UK) & sensitive internal data.
Suffice to say success rate is very good.
S75 is down to proving your case of breach of contract or misrepresentation. So you need to prove retailer has breeched them.