Warning on Debenhams Returns

eskbanker

the_lunatic_is_in_my_head said:

eskbanker said:it's unclear to me that this is actually a valid chargeback....

@born_again will no doubt confirm but I believe for SNAD if the customer is only part refunded they can then raise a chargeback for the remainder. 

What the bank requests of the customer and what the bank accepts from the retailer to defend I'm not sure but OP says the return flow asked to pick the reason for the return so presumably they have some kind of email showing it was raised as a SNAD.

If a customer wanted to be a pain for £1.99 I'm pretty sure if they raised a complaint with the bank because the outcome wasn't what they wished for the bank would probably refund the £1.99 out of goodwill (not to suggest that should be done for the sake of it but OP really is due the money, Debenhams terms about photos have no basis as far the CRA goes). 

I suppose much depends on exactly what Debenhams have said so far and what they'd say in response to a chargeback (if the bank accepts it in the first place) - OP relayed their stance as "we sent you a request for photographic proof [and you didn't provide this] So we will be charging you returns postage", which implies to me that they're effectively disputing that it was a SNAD return, regardless of whether they have the legal right to do so!

born_again

TBH, 

No bank would chargeback on that amount. Simply not cost effective. So you would have to be lucky to drop on a rep prepared to just write off £1.99. I know many who would not, as they will say not banks fault & why should they stand the loss. Especially if customer is arguing for it. 
As the saying goes. You catch more flies with honey than you do with vinegar

The issue is that this is consumer rights issue, which chargeback does not cover.

the_lunatic_is_in_my_head

born_again said:

The issue is that this is consumer rights issue, which chargeback does not cover.

Thanks for replying But it does cover things being damaged upon receipt? From postings before you've said if the customer isn't refunded in full they can claim a part chargeback? 

born_again said:

No bank would chargeback on that amount.

Is there is min the bank is allowed refuse? 

eskbanker said:

 they're effectively disputing that it was a SNAD return, regardless of whether they have the legal right to do so!

But on that basis there wouldn't be any point in having a chargeback for SNAD as every retailer would say it wasn't, the bank must require at least something as proof of the defence. 

born_again

the_lunatic_is_in_my_head said:

born_again said:

The issue is that this is consumer rights issue, which chargeback does not cover.

Thanks for replying But it does cover things being damaged upon receipt? From postings before you've said if the customer isn't refunded in full they can claim a part chargeback? 

born_again said:

No bank would chargeback on that amount.

Is there is min the bank is allowed refuse? 

Not so much refuse. More that it costs more. So some reps will just say no. When in reality they should just write it off & refund customer. Their logic is it comes out of their bonus, which is total rubbish.

As op has no proof it was faulty. Debenhams could argue the point, but it would never get that far for £1.99. So OP just needs to ask bank nicely.

the_lunatic_is_in_my_head

born_again said:

As op has no proof it was faulty. Debenhams could argue the point

Thanks again for the info, so when we advise people to do a chargeback, obviously INR is fairly straightforward, but for SNAD what should people have to hand for the bank when raising the chargeback? 

I know a return is expected but not sure if that should be done before raising the chargeback or is a part of the process once raised? 

Okell

@daviddee -  I know you aren't bothered about pursuing this with Debenhams and I know you didn't supply a photograph of the damage to Debenhams, but - out of curiosity - did you happen to take a photograph of the "smashed" item as it was when it was delivered before you returned it?

eskbanker

the_lunatic_is_in_my_head said:

eskbanker said:

 they're effectively disputing that it was a SNAD return, regardless of whether they have the legal right to do so!

But on that basis there wouldn't be any point in having a chargeback for SNAD as every retailer would say it wasn't, the bank must require at least something as proof of the defence. 

I think it boils down to the fact that chargeback rules aren't as consumer-friendly as statutory CRA provisions regarding the burden of proof tilt, but must admit to not knowing exactly how disputed chargeback claims are adjudicated, in terms of the level of evidence required from both parties, either initially by the bank or if appealed to the card scheme.

born_again

the_lunatic_is_in_my_head said:

born_again said:

As op has no proof it was faulty. Debenhams could argue the point

Thanks again for the info, so when we advise people to do a chargeback, obviously INR is fairly straightforward, but for SNAD what should people have to hand for the bank when raising the chargeback? 

I know a return is expected but not sure if that should be done before raising the chargeback or is a part of the process once raised? 

TBH. This would be faulty goods, given it was broken. So while not really required. A photo would back up the case nicely.
Return should be done before starting process, so you have proof of delivery. Unless retailer refuses to provide return details. 

If in doubt. Always advise to talk to bank & let them advise 👍