Contact after chargeback

ReX

Hello,

I recently purchased a device that arrived faulty. 

I contacted the seller to request a return, but instead of following their own terms and conditions they kept asking me to perform troubleshooting that I had already done and documented. 

A lengthy email exchange followed (over a few weeks), where they repeatedly ignored my return request and suggested further tests or even offered to send parts so I could repair the device myself. They later claimed that my shipping insurance should cover it, but the insurer denied the claim because the item was defective, not damaged in transit. 

Realizing I wasn’t going to receive a refund, I initiated a chargeback with Amex and provided all required evidence. Amex informed me that the seller didn’t respond. 

Now, a month later, the seller contacted me acting unaware of any problem and asked me to cancel the chargeback, offering to help with more troubleshooting “to avoid further complications.”. Complications? This feels like a threat. 

I don’t trust this company and don’t intend to cancel the chargeback, but I also don’t want to keep something I’ve been refunded for. 

Should I ignore them, reply that they should have received the chargeback details from Amex, or offer for them to collect the faulty device? 

Thoughts?

MattMattMattUK

ReX said:

Hello,

I recently purchased a device that arrived faulty. 

I contacted the seller to request a return, but instead of following their own terms and conditions they kept asking me to perform troubleshooting that I had already done and documented. 

A lengthy email exchange followed (over a few weeks), where they repeatedly ignored my return request and suggested further tests or even offered to send parts so I could repair the device myself. They later claimed that my shipping insurance should cover it, but the insurer denied the claim because the item was defective, not damaged in transit. 

Realizing I wasn’t going to receive a refund, I initiated a chargeback with Amex and provided all required evidence. Amex informed me that the seller didn’t respond. 

Now, a month later, the seller contacted me acting unaware of any problem and asked me to cancel the chargeback, offering to help with more troubleshooting “to avoid further complications.”. Complications? This feels like a threat. 

I don’t trust this company and don’t intend to cancel the chargeback, but I also don’t want to keep something I’ve been refunded for. 

Should I ignore them, reply that they should have received the chargeback details from Amex, or offer for them to collect the faulty device? 

Thoughts?

What you do is entirely up to you, complications could mean that they dispute the chargeback, it could mean difficulty getting the goods back to them, it could mean that they take you to court to recover the chargeback funds.

Are they a UK company?

At this stage I would wait to see if the chargeback is successful and if it is then make the goods available for them to collect.

ReX

MattMattMattUK said:

ReX said:

Hello,

I recently purchased a device that arrived faulty. 

I contacted the seller to request a return, but instead of following their own terms and conditions they kept asking me to perform troubleshooting that I had already done and documented. 

A lengthy email exchange followed (over a few weeks), where they repeatedly ignored my return request and suggested further tests or even offered to send parts so I could repair the device myself. They later claimed that my shipping insurance should cover it, but the insurer denied the claim because the item was defective, not damaged in transit. 

Realizing I wasn’t going to receive a refund, I initiated a chargeback with Amex and provided all required evidence. Amex informed me that the seller didn’t respond. 

Now, a month later, the seller contacted me acting unaware of any problem and asked me to cancel the chargeback, offering to help with more troubleshooting “to avoid further complications.”. Complications? This feels like a threat. 

I don’t trust this company and don’t intend to cancel the chargeback, but I also don’t want to keep something I’ve been refunded for. 

Should I ignore them, reply that they should have received the chargeback details from Amex, or offer for them to collect the faulty device? 

Thoughts?

What you do is entirely up to you, complications could mean that they dispute the chargeback, it could mean difficulty getting the goods back to them, it could mean that they take you to court to recover the chargeback funds.

Are they a UK company?

At this stage I would wait to see if the chargeback is successful and if it is then make the goods available for them to collect.

The chargeback has been successful, Amex has informed me that they have not received any response from the seller, hence accepted my request. I can see the transaction reversed. 

It is a Chinese company, operating in the UK with their own Ltd. 

I have never done a chargeback, so not sure what should I do and what I shouldn't.