Would really appreciate some advice please

powerful_Rogue

freshstart2023 said:

My daughter has just checked and said the shop has blocked me on Instagram and that’s why it’s showing no posts? Why would you do that? I was really polite when I contacted them via email about a refund, I didn’t want to cause any trouble. 

I have just checked with my bank and it says I can’t raise a dispute if their refund policy is store credit only 😞 don’t know what to do 

@born_again - Is this correct for chargeback?

freshstart2023

This is what it says 

GrumpyDil

I would definitely escalate that with Starling as, given this was a distance purchase, you have a legal right to return the item for a refund for any reason and shop T's and C's cannot override that.

powerful_Rogue

GrumpyDil said:

I would definitely escalate that with Starling as, given this was a distance purchase, you have a legal right to return the item for a refund for any reason and shop T's and C's cannot override that.

Chargeback rules don't align with consumer rights though.

the_lunatic_is_in_my_head

freshstart2023 said:

This is what it says 

Chargebacks are above consumer rights, I’m not sure on the species but am going to go out on a limb here and assume the retailer actually has to give you the store credit to invalidate the chargeback. I don’t think saying store credit only but then giving you nothing is a get out clause (or at least would hope not). 

I think it’s a shame you didn’t mention the quality issue to the seller.

Definitely have a chat with the bank, on the one hand you appear to have a valid reason to argue SNAD (effectively not of satisfactory quality compared to price paid), on the other you’ve said something different to the retailer, although whether the retailer will defend or not is another thing. 

Retailer obviously uses third party payment provider and it may be the case the bank is happy to process and that will be the end of it. 

freshstart2023

Thanks all, really appreciate it. I haven’t actually raised the dispute with the bank yet as it says you need to wait 15 calendar days after returning the item, this is just the info in the section where I would proceed. I wish now I had have been honest with regards to the poor quality with the seller, I was just trying to be nice as didn’t want to offend her. Lesson learned. I actually don’t think her return policy is on the shopify website though? I assume that’s where they would check eligibility for the claim? 

the_lunatic_is_in_my_head

freshstart2023 said:

 I assume that’s where they would check eligibility for the claim? 

I would assume they’ll look at the place you ordered from, if they look at all, it’s more a question of whether they agree the situation is covered.

From what I understand the bank put the money back in your account but if the retailer successfully defends the bank then claws it back again.

On the one hand you can truthfully say to the bank you returned because the quality was poor but if the retailer defended with copies of the email saying it didn’t fit it then looks like you wasn’t truthful if you see what I mean. 

Tricky one but then I tend to overthink things so it might end up being straightforward. 

@born_again is our resident expert on how these things work so they might pop by with some thoughts. 

freshstart2023 said:

Lesson learned. 

Yes it’s a shame as being nice rarely seems to get you anywhere, not to suggest one has to be nasty but I guess with these kind of things it’s better to simply be factual to cover yourself  

freshstart2023

Thanks so much, I really appreciate your help. It must actually have been the shopify site that I ordered from as when I go to the shop app and click on my purchase, that is the site it takes me to, doesn’t actually look like she has the return policy on there. I must have got the other web address for the shop from Google. 

freshstart2023

I had a look at the shopify help page and this is what it says about chargeback reasons, assuming it would fall under credit not processed as I asked to cancel the transaction 

freshstart2023

If the chargeback is one, shopify also charge the seller a £10 fee