Refund refused due to excessive wear

Okell

@Pippa11 -  Have you an update on this?  Did they send the shoes back to your son?

Pippa11

@okell yes they sent them back, we put in a cash back claim with my sons bank and are waiting for the outcome of that (not holding out much hope). Will send shoes back to them if the chargeback is successful and if not will try and sell them on. 

eskbanker

Pippa11 said:

@okell yes they sent them back, we put in a cash back claim with my sons bank and are waiting for the outcome of that (not holding out much hope). Will send shoes back to them if the chargeback is successful and if not will try and sell them on. 

On what basis was the chargeback raised, i.e. which reason code?

Pippa11

Update - my son’s bank asked for copies of all the email correspondence between us and the company and have found in our favour and refunded my son the full amount. 

@eskbanker I’m sorry I can’t recall which code we used, we phoned the bank and were talked through what to select etc then received a letter asking for hard copies of evidence which we sent. 

Thank you everyone for all of your help with this. 

eskbanker

Pippa11 said:

Update - my son’s bank asked for copies of all the email correspondence between us and the company and have found in our favour and refunded my son the full amount. 

@eskbanker I’m sorry I can’t recall which code we used, we phoned the bank and were talked through what to select etc then received a letter asking for hard copies of evidence which we sent. 

Thank you everyone for all of your help with this. 

Just to be clear about two key aspects of chargeback - any refund is generally provisional while the merchant is given the opportunity to challenge it (typically 45 days), and even if not challenging during that period, the merchant is still able to pursue the debt thereafter, so it doesn't necessarily achieve full closure.

Pippa11

@eskbanker so even though it is now in his account and cleared they might take it back again? 

eskbanker

Pippa11 said:

@eskbanker so even though it is now in his account and cleared they might take it back again? 

Yes, they should state that in the cover letter.

Pippa11

Thank you, we haven’t received a letter we just noticed the money was in his account last Thursday so I’m assuming we’ll get a letter next week. 

Undervalued

Pippa11 said:

Thank you, we haven’t received a letter we just noticed the money was in his account last Thursday so I’m assuming we’ll get a letter next week. 

It is important to understand that a chargeback makes no judgement on the rights and wrongs of the original dispute. It is, in a way, the modern equivalent of stopping a cheque. Under some circumstances the banking regulations allow the buyer to prevent or reclaim a payment. Whether you have the legal right to the money is another matter which, if in dispute, can only be decided by a court.  

eskbanker

Undervalued said:
Under some circumstances the banking regulations allow the buyer to prevent or reclaim a payment.

Unless we're talking about different things, chargeback is only a voluntary and non-statutory card scheme process rather than something actually covered by regulations as such?