They won't cancel my order

eskbanker

Is it because non-receipt of refund is treated as a separate category of issues that can be remedied by chargeback? ie separate as in separate from straightforward faulty goods?

Effectively, yes - my understanding is that the chargeback rules are essentially built around a linear list of reason codes that define valid scenarios, including non-receipt of goods, wrong/faulty goods, and non-receipt of (promised and allegedly sent) refund, aka 'credit not processed'.

I could be wrong but believe that a merchant refusing to refund isn't in itself a reason, but if they're refusing to refund following goods not being received, or after sending wrong/faulty goods, then these qualify for chargeback as a result of the primary root cause issue being on the list, but failure to refund after a CCRs change of mind doesn't fit that, and hence this often being summarised on here as 'no chargeback for change of mind'.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81989602#Comment_81989602

Hit's the nail on the head.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81989508#Comment_81989508

Yes, it is counter-intuitive. But the chargeback is not there to force a retailer to refund, that's what courts are for.

The chargeback is just for when there is a system failure after the retailer has actually refunded.

KaratePigeon

Good news! - I don't know what's happened but the money has been credited back this morning :) it just appears on my transactions as 'Mydispute Credit' for the amount I paid (I will lose the return postage but not going to worry about that). So I assume it was some kind of error by the bank why it was rejected in the first place (the bank call centre guy was 'resubmitting' things when I rang yesterday, wasn't expecting it to be so fast!)

I've also managed to get through to citizens advice and they are going to report the retailer to trading standards, so that's good also.

Thanks for everyone's help.

(oh the bank person said section 75 does apply if the 'total transaction value is over £100', but that seems to contradict what I've read elsewhere so I still don't know whether it needs to be individual items over that amount or not. Either way I will be much more careful where I order from in future!)

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/81989829#Comment_81989829

The thing around transaction value and item value being over £100 for S75 can be rather nuanced which is why confusion can arise.

Say an individual buys a suit for £140. That is one item so above the threshold.

If, however, an individual buys separates jacket (£90) plus trousers (£50), then neither item is above the threshold and S75 likely not applicable. That sort of makes sense as, while some purchasers might choose the navy jacket with navy trousers (so looking like a suit), other purchasers might choose contrasting jacket and trousers or even two alternative colour trousers to complement the jacket.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81989829#Comment_81989829

So bank has done a chargeback then.

Be aware retailer has 45 days to reject (may take linger for bank to advise you)

KaratePigeon

https://forums.moneysavingexpert.com/discussion/comment/81990017#Comment_81990017

oh no, just reading up on that, they can claw it back. Really hope they don't!

born_again

https://forums.moneysavingexpert.com/discussion/comment/81990065#Comment_81990065

Even if they do not, they can still take the legal route to claim their funds back 🤦‍♀️