Chargeback dispute with Revolut

yellowplum

I purchased a paid of shoes while in San Fransisco in March, the shoes developed a fault and came apart on the seam on both.  I attempted to resolve the matter by contacting the store I purchased them from, they first asked me to contact the manufacturer in order to attempt to resolve it.  Which I did and had no response from them, I returned to the retailer and advised no response was received.  They said they would look into it and asked for images of the fault.  They have not responded any further. 

I subsequently contacted Revolut as I paid with by VISA debit card to raise a chargeback dispute for faulty goods. 

Revolut too just over 72 hours to look at the dispute and state that

'We appreciate your understanding as we are obligated to process disputes in accordance with applicable card brand rules which indicate that there are no dispute rights for the reported transaction.  This unfortunately means we won’t be able to refund your transaction or assist further in the dispute.  I hear your concerns, and I truly wish there was more we could do. Visa rules do apply, but they only grant dispute rights in specific scenarios, like unauthorized transactions or non-receipt of goods. In this instance, the transaction didn't meet those criteria.'

In this instance what can I do from here?

Undervalued

A chargeback is the modern equivalent of stopping a cheque. In certain situations the banking rules allow it but it makes no judgement on the rights or wrongs of the dispute itself. Assuming they are correct in this instance you are now in the same position as if you had paid cash. In the UK your legal right would be against the shop, not the manufacturer. I have no idea if that is the same in the US. Even if it is the practicalities will probably be too difficult to overcome. 

sheenas

In the US the manufacturer is the one you have a dispute with. What is the value of the shoes?

yellowplum

Just over $203, the manufacturer is New Zealand, however the card is issued in the UK. Why would I have a dispute with a US manufacturer?

What VISA states is that you can charge back if 'your order is faulty or doesn’t match the description'

Which they then link to this - https://www.ukfinance.org.uk/our-expertise/cards/chargeback-and-section-75

and states the same

sheramber

Are they faulty or is it misuse?



The seller can dispute a chargeback so there is no guarantee a chargeback would be successful, 

Aylesbury_Duck

yellowplum said:

Just over $203, the manufacturer is New Zealand, however the card is issued in the UK. Why would I have a dispute with a US manufacturer?

What VISA states is that you can charge back if 'your order is faulty or doesn’t match the description'

Which they then link to this - https://www.ukfinance.org.uk/our-expertise/cards/chargeback-and-section-75

and states the same

I think what the previous poster was saying is that under US consumer laws your rights lay with the manufacturer.  I've no idea if that's correct or not, but the bottom line is that you don't have UK consumer rights on a purchase made in the US.

Revolut aren't going to intervene, so what can you do from here?  Probably not much, other than looking at what consumer laws apply in San Francisco and seeing if there's a route there.  I assume you still have the shoes?  

I think this is one you're going to have to write off.

Undervalued

yellowplum said:

Just over $203, the manufacturer is New Zealand, however the card is issued in the UK. Why would I have a dispute with a US manufacturer?

What VISA states is that you can charge back if 'your order is faulty or doesn’t match the description'

Which they then link to this - https://www.ukfinance.org.uk/our-expertise/cards/chargeback-and-section-75

and states the same

However it also says.......

if goods or services turned out to be faulty, counterfeit, or defective (you will need to return the goods in order to get a refund in this case)

So you would need to send them back, initially at your expense, to the USA by some reliable tracked method and then convince the card company that you are entitled to attempt a chargeback. The shop can (will?) dispute this probably claiming they you must have damaged then. In which case the card company will re-debit you. They are not judge and jury about the rights and wrongs of the dispute.

Realistically, given the logistics it is not going to happen.

Is it possible for the shoes to be professionally repaired? At what cost?

born_again

yellowplum said:

I purchased a paid of shoes while in San Fransisco in March, the shoes developed a fault and came apart on the seam on both.  I attempted to resolve the matter by contacting the store I purchased them from, they first asked me to contact the manufacturer in order to attempt to resolve it.  Which I did and had no response from them, I returned to the retailer and advised no response was received.  They said they would look into it and asked for images of the fault.  They have not responded any further. 

I subsequently contacted Revolut as I paid with by VISA debit card to raise a chargeback dispute for faulty goods. 

Revolut too just over 72 hours to look at the dispute and state that

'We appreciate your understanding as we are obligated to process disputes in accordance with applicable card brand rules which indicate that there are no dispute rights for the reported transaction.  This unfortunately means we won’t be able to refund your transaction or assist further in the dispute.  I hear your concerns, and I truly wish there was more we could do. Visa rules do apply, but they only grant dispute rights in specific scenarios, like unauthorized transactions or non-receipt of goods. In this instance, the transaction didn't meet those criteria.'

In this instance what can I do from here?

Chargeback for faulty has to be when item is bought. It does not cover a developing fault.

So they are correct your claim does not meet Visa criteria.

So you are looking at your consumer rights in California, or a warranty claim against manufacture if they offer one.

yellowplum

Revolut actually said nothing, they provided no information at all.  They said that 'unfortunately we don't have dispute rights in cases like this' which explains nothing why they have rejected it without raising it with the merchant.  They didn't even raise the matter, just asked that I dispute the transaction through the app then upload the evidence. 

I have asked the retailer for their address to return the goods but they failed to provide it, this was also shown in the documents sent to Revolut. 

sheramber

yellowplum said:

Revolut actually said nothing, they provided no information at all.  They said that 'unfortunately we don't have dispute rights in cases like this' which explains nothing why they have rejected it without raising it with the merchant.  They didn't even raise the matter, just asked that I dispute the transaction through the app then upload the evidence. 

I have asked the retailer for their address to return the goods but they failed to provide it, this was also shown in the documents sent to Revolut. 

Revolut did say sonething

“They said that 'unfortunately we don't have dispute rights in cases like this. “

They gave the information that your circumstances  were not covered by VISA rules. 

That is confirmed by the ViSA rules which you  only quoted part of. 

Take the shoes to a repair shop and ask if they can restitch them. MThat will probably be cheaper than paying to send them back to USA. 

Aylesbury_Duck

yellowplum said:

Revolut actually said nothing, they provided no information at all.  They said that 'unfortunately we don't have dispute rights in cases like this' which explains nothing why they have rejected it without raising it with the merchant.  They didn't even raise the matter, just asked that I dispute the transaction through the app then upload the evidence. 

I have asked the retailer for their address to return the goods but they failed to provide it, this was also shown in the documents sent to Revolut. 

What information did you expect Revolut to provide, beyond informing you that they couldn't pursue a chargeback?