Mattress Purchase On CC.

tomxlisa

Bought a new mattress using my credit card but through klarna, I’ve had problems with the mattress which they replaced but the second one is having the exact same problem again but they are not offering to do anything else going forward despite the mattress having a 5 year warranty, I’ve called my credit card company and they say they can get my money back, I did point out it was paid using my card but through klarna and they said it’s still okay as klarna is signed up to the mastercard programme or something like that, they are putting the claim in this week they said it should take around 5 days and should hear for definite if the claim is accepted by today (wednesday) I always assumed the section 75 couldn’t be used if you go through a 3rd party and not direct, or will they be using a different way to get the money back for me?.

Grumpy_chap

tomxlisa said:

Bought a new mattress using my credit card but through klarna, I’ve had problems with the mattress which they replaced but the second one is having the exact same problem again but they are not offering to do anything else going forward despite the mattress having a 5 year warranty, I’ve called my credit card company and they say they can get my money back, I did point out it was paid using my card but through klarna and they said it’s still okay as klarna is signed up to the mastercard programme or something like that, they are putting the claim in this week they said it should take around 5 days and should hear for definite if the claim is accepted by today (wednesday) I always assumed the section 75 couldn’t be used if you go through a 3rd party and not direct, or will they be using a different way to get the money back for me?.

That sounds like chargeback and not S75.
Chargeback is the modern equivalent of stopping the cheque and can be contested or leaves the retailer with other debt recovery options.

What type of problems are the mattresses showing?

tomxlisa

The mattress is defect don’t really want to go into what issues here as no doubt I’ll get a bunch of people telling me it’s fine and I should leave it so that’s not the question here, just wanted to know how the credit card company was gonna deal with this, I assumed it might be a chargeback and not S75. 

MyRealNameToo

tomxlisa said:

The mattress is defect don’t really want to go into what issues here as no doubt I’ll get a bunch of people telling me it’s fine and I should leave it so that’s not the question here, just wanted to know how the credit card company was gonna deal with this, I assumed it might be a chargeback and not S75. 

Chargebacks arent impacted by the use of middlemen, the money is just clawed back from the middleman and it's up to them if they claw it back from their client or not etc. 

Something that was ok when delivered and became faulty afterwards however isnt a valid chargeback reason and the timeline for a chargeback is significantly longer than 5 days as your bank has to tell the middleman bank who has to tell the middleman and then they have circa 40 days to respond (during which they are presumably trying to contact their client) and then it has to flow back to your bank and be reviewed etc. 

Guessing its a bit of internal process where first line raise a request and second line have a few days to validate it before its formally submitted. 

How many days has it been both payment and the original delivery? Chargebacks are fairly tightly timeboxed which again having used it, faulty, get a new one, use it, goes faulty again doesnt sound like a short process.

Why didn't you just reject the bed under the CRA with the retailer rather than going via your bank? Or did you and they didnt pay up which is why you are going this route?

Emmia

Is the defect an "aroma"? That's caused by the chemicals used for fire retardancy and so isn't a defect as such.  

tomxlisa

MyRealNameToo said:

tomxlisa said:

The mattress is defect don’t really want to go into what issues here as no doubt I’ll get a bunch of people telling me it’s fine and I should leave it so that’s not the question here, just wanted to know how the credit card company was gonna deal with this, I assumed it might be a chargeback and not S75. 

Chargebacks arent impacted by the use of middlemen, the money is just clawed back from the middleman and it's up to them if they claw it back from their client or not etc. 

Something that was ok when delivered and became faulty afterwards however isnt a valid chargeback reason and the timeline for a chargeback is significantly longer than 5 days as your bank has to tell the middleman bank who has to tell the middleman and then they have circa 40 days to respond (during which they are presumably trying to contact their client) and then it has to flow back to your bank and be reviewed etc. 

Guessing its a bit of internal process where first line raise a request and second line have a few days to validate it before its formally submitted. 

How many days has it been both payment and the original delivery? Chargebacks are fairly tightly timeboxed which again having used it, faulty, get a new one, use it, goes faulty again doesnt sound like a short process.

Why didn't you just reject the bed under the CRA with the retailer rather than going via your bank? Or did you and they didnt pay up which is why you are going this route?

That’s my understanding too as chargebacks are only valid for 120 days and it’s been longer than that but then I might get away with it as it hasn’t been longer than that since the second mattress was delivered it’s been less than the 120 days so I should be alright, the guy on the phone said it should take 5 days to get my money back so maybe he’s wrong there I’m not sure, I think he did say he was doing a S75 as I asked and said can you still do it as it was via klarna and he said yes and also checked with his manager, so not sure there should know more soon I guess. 

tomxlisa

Emmia said:

Is the defect an "aroma"? That's caused by the chemicals used for fire retardancy and so isn't a defect as such.  

No it isn’t.

MyRealNameToo

tomxlisa said:

MyRealNameToo said:

tomxlisa said:

The mattress is defect don’t really want to go into what issues here as no doubt I’ll get a bunch of people telling me it’s fine and I should leave it so that’s not the question here, just wanted to know how the credit card company was gonna deal with this, I assumed it might be a chargeback and not S75. 

Chargebacks arent impacted by the use of middlemen, the money is just clawed back from the middleman and it's up to them if they claw it back from their client or not etc. 

Something that was ok when delivered and became faulty afterwards however isnt a valid chargeback reason and the timeline for a chargeback is significantly longer than 5 days as your bank has to tell the middleman bank who has to tell the middleman and then they have circa 40 days to respond (during which they are presumably trying to contact their client) and then it has to flow back to your bank and be reviewed etc. 

Guessing its a bit of internal process where first line raise a request and second line have a few days to validate it before its formally submitted. 

How many days has it been both payment and the original delivery? Chargebacks are fairly tightly timeboxed which again having used it, faulty, get a new one, use it, goes faulty again doesnt sound like a short process.

Why didn't you just reject the bed under the CRA with the retailer rather than going via your bank? Or did you and they didnt pay up which is why you are going this route?

That’s my understanding too as chargebacks are only valid for 120 days and it’s been longer than that but then I might get away with it as it hasn’t been longer than that since the second mattress was delivered it’s been less than the 120 days so I should be alright, the guy on the phone said it should take 5 days to get my money back so maybe he’s wrong there I’m not sure, I think he did say he was doing a S75 as I asked and said can you still do it as it was via klarna and he said yes and also checked with his manager, so not sure there should know more soon I guess. 

it would be tested from the delivery of the original item. 

Banks initially refund your payment whilst the chargeback works through the system with the caveat that they will reapply the transaction if the chargeback is unsuccessful. 

S75 may be broken by Klarna, it's a bit of a messy area though. If it isnt then its highly unlikely funds will be returned within 5 days, the bank pays it out their own pocket and unlike chargebacks they only refund it after the process has ended. Normally they'd be asking for expert reports etc before they consider if to uphold it or not. 

tomxlisa

Will see what happens, either way I will get this money back one way or another as the mattress has 5 year warranty so surely the company isn’t honouring that either, it might be a small claims case if all else fails. 

born_again

tomxlisa said:

MyRealNameToo said:

tomxlisa said:

The mattress is defect don’t really want to go into what issues here as no doubt I’ll get a bunch of people telling me it’s fine and I should leave it so that’s not the question here, just wanted to know how the credit card company was gonna deal with this, I assumed it might be a chargeback and not S75. 

Chargebacks arent impacted by the use of middlemen, the money is just clawed back from the middleman and it's up to them if they claw it back from their client or not etc. 

Something that was ok when delivered and became faulty afterwards however isnt a valid chargeback reason and the timeline for a chargeback is significantly longer than 5 days as your bank has to tell the middleman bank who has to tell the middleman and then they have circa 40 days to respond (during which they are presumably trying to contact their client) and then it has to flow back to your bank and be reviewed etc. 

Guessing its a bit of internal process where first line raise a request and second line have a few days to validate it before its formally submitted. 

How many days has it been both payment and the original delivery? Chargebacks are fairly tightly timeboxed which again having used it, faulty, get a new one, use it, goes faulty again doesnt sound like a short process.

Why didn't you just reject the bed under the CRA with the retailer rather than going via your bank? Or did you and they didnt pay up which is why you are going this route?

That’s my understanding too as chargebacks are only valid for 120 days and it’s been longer than that but then I might get away with it as it hasn’t been longer than that since the second mattress was delivered it’s been less than the 120 days so I should be alright, the guy on the phone said it should take 5 days to get my money back so maybe he’s wrong there I’m not sure, I think he did say he was doing a S75 as I asked and said can you still do it as it was via klarna and he said yes and also checked with his manager, so not sure there should know more soon I guess. 

S75 is not in play here as. No creditor debtor link as klarna is involved. 

Chargeback would only cover faulty at point of purchase. 
5 day refund would be about right, as refund comes from, in this case klarna merchant bank. 
But as klarna did not supply the item it is a easy rejection & redebit of refund given.


klarna should have a disputes process, which maybe worth taking.

But a lot is going to depend on what the exact fault is with the mattress. 
You also need to understand warranties do not cover everything. So read the T/C of what exactly it covers 👍