What do I do? harge back paid but now the bank wants more evidence

kiplings

At the beginning of January I made a dispute with a Chinese company for selling a CD player to me. I was unaware when ordering that it would be coming from China as the web page ending co.uk.

I provided evidence the bank put the money back into my account three weeks ago but now the bank wants more evidence and they may take the money from my account. In the mean time I deleted some of the emails as I thought it was finalised. It seems it is not.

Any advice on what to do please?

ChargebackCharlie

Apart from the CD player coming from China, what was the issue with it? Can you find the item on the merchant's website that shows how it was described?

dumpster_fire2025

Provide them with the information they need.

Most banks will provisionally credit you the funds, however that doesn't mean it's done and dusted. They may ask for additional evidence, the merchant may successfully challenge it etc

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6653958/what-do-i-do-harge-back-paid-but-now-the-bank-wants-more-evidence

The standard process is monies are temporarily refunded immediately when the bank agrees to raise the chargeback but will claw it back should the chargeback not be successful. The merchant has a period of time to respond to the chargeback (varies on a few factors but can be up to 45 days) and the decision can only be made when both side of the story are received.

Provide what you've got, can't do anything else. Maybe register a complaint that the process wasnt made clear to you but suspect it's more likely that you didnt listen rather than them not explaining.

grumpy_codger

In the mean time I deleted some of the emails as I thought it was finalised.

Deleted even from the bin? In my bin I see emails from the end of Dec.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81871288#Comment_81871288

The bank should undoubtedly make clear that the initial reimbursement of funds is provisional, but if OP has deleted the relevant emails, it's going to be challenging to be able to demonstrate (in a complaint) that this wasn't conveyed!

bengal-stripe

 I was unaware when ordering that it would be coming from China as the web page ending co.uk.

So the player came from China…Where to?…Right to your house?…Is the player still in your possession???

Time2Go_25

I'm not sure just because something comes from China is going to be seen as a good reason for a chargeback.

Do you have the CD player?

Does it work?

MEM62

https://forums.moneysavingexpert.com/discussion/comment/81871416#Comment_81871416

Exactly this…….

@kiplings What is your issue with the product coming fro China? I think you will be challenged to buy one that did not originate in China.

dumpster_fire2025

https://forums.moneysavingexpert.com/discussion/comment/81871446#Comment_81871446

Typically the issue would be extortionate costs to send it back if it goes wrong and needs to be sent back to China, as long with a habit of things sent to China mysteriously going missing.

I can understand the issue, but it's not a valid reason for a chargeback.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/81871383#Comment_81871383

Assuming it was done on the phone then the recording should be available. Similarly if it was done online the standard screen flows will be well known and repeatable. Personally would be surprised if it wasnt explained but having dealt with hundreds of complaints of customers "wasnt told" and then having heard the call where it was explained I have on rare occasions had the call where the agent did mess up or said something stupid

What they have deleted however is the emails with the vendor rather than the bank though I believe