![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-6536-100x100.png\")
Ooh, good list.
Regarding number 8: I can see how you'd get a second opinion letter for a repair but how would you get a second opinion on something like a video game console? How likely is it that Nintendo or Sony is going to send a letter for you?
How long until someone who works at MasterCard disputes number 1? I'm not sure what they can come up with unless it's not true or Visa does the same thing.
![\"user-pic\"](\"/css/images/default.gif\")
I don't recall ever getting declined for any chargeback, but then I don't misuse the system and if I had a legit reason for asking and did not get it then I would close that card.
On returns to stores, most are pretty good, even without a receipt, if they can identify it as their item usually they allow an exchange or credit for other purchases.
The major exception to this seems to be Target, who about 5 years ago put in a major pain in the rear policy and most recently seems to have even tightened up that. Summary: No receipt - NO RETURN OR EXCHANGE. See the blog Target Sucks for details: [targetfiling.blogspot.com]
They have let us return things by using the same credit card that we purchased without a receipt.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-161258-100x100.png\")
@Felix the Cat: I've returned a few things to Target without a receipt and they gave store credit. Course, that's just this local Target. Others have been less helpful.
@veverkap: Almost all of Felix the Cat's comments are astroturfing for their blog. Oddly enough, this entire article seems to be an astroturf for Visa...
As far as Target, they have refused to refund defective merchandise. Some got a blender as a Christmas gift, it was bought long before Christmas, and they opened it up and it didn't work. Reciept was expired, they no longer had the same model in store, and Target refused a refund.
That behavior is borderline chargeback territory.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-930037-100x100.png\")
@Brian James Schend:
It's not really Target's responsibility to refund \"Defective\" merchandise. The manufacturer of the blender has a warranty, you should be calling them if it's broken and no longer inside the return window. Taking it back to Target is just laziness on your part.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-479888-100x100.png\")
@Esquire99: I am not a lawyer, but my understanding of the \"Warranty of Merchantability,\" which is law in every state, is that the merchant is responsible for a product actually performing its intended function. If it won't, the merchant has to replace either the product or the money.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-350350-100x100.png\")
@perruptor: Not true in all cases. Gamestop for example does not allow ANY returns of those Rock Band or Guitar Hero Band kit bundles if any parts or defective, you have to go through EA or Activision to get parts replaces, Gamestop offers no refund or exchange on these items.
My friend had to go through hell just to get a drum kit replaced after the one he bought started screwing up within a week.
@dragonfire81: Remember though, store policy isn't law.
I think that's one of the catchphrases around here.
@Esquire99: I disagree. Target sold him something that was supposed to work. If it doesn't work then they took his money without honoring their side of the deal and it's totally their responsibility.
@JeffMc: Actually, as I understood his story, the person received the item as a gift which I assume was purchased by someone else. So \"technically\" the store has no obligation to the person returning the item as they are not the purchaser of said item. Doesn't make it right, I'm just saying. Also, this is a common issue around xmas time when folks buy gifts months before they are given/used only to discover that they don't work. Not sure how to solve that one though...
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-7101-100x100.png\")
@JeffMc: ... which is why that little \"defects in workmanship\" warranty is granted by the store which gets lambasted for opening products instead of the manufacturer responsible for production and testing - makes perfect sense! Oh, wait, damn ...
There are even some manufacturers that disagree wholeheartedly with you, Jeff - a fairly decent amount of especially electronics I purchase include a disclaimer card from the manufacturer admonishing us to call them first with respect to warranty issues instead of trying to return the product to the store. Some storefronts are nice and will replace your item while dealing with the manufacturer for you, but it is not one of their delineated mandatory responsibilities.
@ZekeSulastin: \"There are even some manufacturers that disagree wholeheartedly with you, Jeff - a fairly decent amount of especially electronics I purchase include a disclaimer card from the manufacturer admonishing us to call them first with respect to warranty issues instead of trying to return the product to the store. Some storefronts are nice and will replace your item while dealing with the manufacturer for you, but it is not one of their delineated mandatory responsibilities.\"
I had one of these last year [extra wireless telephone handset from Northwestern Bell] and the manufacturer wanted me to include a check for $8.00 with the defective phone [dead out of the box] to get warranty service.
I took it back to OfficeMax and they replaced it (it was a closeout and they don't carry that line anymore).
Slightly off topic, but worth mentioning - my daughter bought some head phones from Best Buy a couple of weeks ago using a gift card (so therefore no credit card record) and promptly lost the receipt. Within a week one side of the headphones quit working, so we tore the house apart looking for the receipt, only to come up empty handed.
On a whim, we decided to take the headphones back without the receipt to see if they would exchange them. It turns out that my daughter had given them our BB 'reward' card when she bought the headphones. The BB service desk lady looked up our reward card transactions and printed a receipt for the original purchase right on the spot, and we used that receipt to complete the exchange.
Yeah, BB isn't my favorite place, but they moved up a step with that little extra customer service.
Jim
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-27969-100x100.png\")
@theformatter: Home Depot will do the same thing, with the added bonus of being able to look the receipt up by swiping your credit card.
@rekoil: Target will look for your receipt if you paid with a card. My first experience with that policy was when we were given a gift of Target branded clothes for our daughter. They were too small, so we tried to exchange them. No receipt, no return. We pointed to where we'd requested the item on our registry. No dice.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-183296-100x100.png\")
@mrm514: Agreed. I look at keeping receipts as my responsibility as a consumer rather than a major pain in the rear, and don't expect a merchant to make up for my mistake any more than they should expect me to make up for theirs.
\"Don't dispute things as unauthorized unless you never gave the merchant your credit card number.\"
So... if I authorize a 250$ charge and the merchant decides to toss an 800$ charge on the card instead, I'm just SOL? Might want to clarify that.
@nucwin83:
\"\"Don't dispute things as unauthorized unless you never gave the merchant your credit card number.\"
So... if I authorize a 250$ charge and the merchant decides to toss an 800$ charge on the card instead, I'm just SOL? Might want to clarify that. \"
It isn't \"unauthorized\"; it is a dispute about the amount of the transaction.
(the details about what the amount represents is between you and the merchant - the credit card company doesn't know the details of the purchase).
I charged back the extra fees that were not mentioned when the reservation was made and I could not use the \"unauthorized\" form - I forget what they called the disputed amount form.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-349596-100x100.png\")
@nucwin83: Absolutely. I had to file a chargeback with my credit union's mastercard over my installation of Wildblue internet. They tacked on another $100 in charges when I specifically said I didn't want to prepay my leasing charges, I wanted to pay the $5 extra a month. My installation cost $300, when it was supposed to be about $180! I also was never notified of the final charge. I was told $180 or so which was acceptable. When it hit my account 2 weeks later, I was furious.
I contacted them, spoke to 2-3 different CSR's over the next few days to straighten out the charges... none of them would help. One rep even went as far as to say \"You aren't the first one to call and tell us this, but unfortunately, it's not on our end-- it was the dealer who did said you agreed to prepaying these fees. But just think of it this way, you saved $20!\" Then I was told their system wasn't set up to fix this error. I asked for a credit for the $100, they wouldn't budge. I tried every reasonable route.
I filed a chargeback on the full amount, and won. After Wildblue was forced to refund my $300, they shut me down and I called them up. All of a sudden, they were willing to negotiate the charges. I ended up repaying the full $300 but they gave me 2 months of free service ($100) plus I was never charged the $5 leasing fee a month.
So in the end, it all worked out.
@idip: I totally agree, but those aren't the only situations where a charge is unauthorized. I just think the OP could've clarified a bit better. I've seen double charges, a waiter or bartender entering the wrong data on a charge (e.g. 43$ instead of 13$), and folks just placing a larger charge than authorized. Add in that the local places here look at you like you're trying to scam them when you bring in a bank statement and ask for a refund, and I can see a number of occasions where a bank would have to intervene even though the merchant was indeed authorized to make a specific charge.
@nucwin83: I think it's more for the like... freecreditreport.com issue.
\"Offer applies with enrollment in triple advantage\"
and then asks you for your credit card number even though you think it's free because you over looked the fine print or just didn't know.
It's one of those things.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-488475-100x100.png\")
@idip:
I'm still confused.
Let's say I bought something online with my hypothetical Visa and paid for it and they then charged me for something else that I didn't get and didn't know they were going to charge for. That would be a fraudulent charge, would it not? If I had my confirmation (or in the case of a B&M store, my receipt), how could they argue with it?
Is this just a new tactic for them to try and not give me my money back?
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-68654-100x100.png\")
@HogwartsAlum: the point you should take from here is:
DON'T SIGN UP FOR FREE TRIALS!!!1!
here's an example: joe sees an ad on tv for FREE VITAMINS* at pillpopper.com. he goes online & orders his vitamins FREE (buy pays s&h). what he doesn't notice is that he is also signing up for weekly $250 vitamin drop shipments UNTIL THE END OF TIME, b/c he failed to read the fine print. what he did do was check a box that said \"i agree\" before he entered all his cc billing info, which constitutes a signature under federal law.
in this case, joe has no chargeback right. he authorized the charges, he just doesn't want to pay for them/refuses to acknowledge that he got duped.
case #2: joe orders $200 worth of vitamins & they bill him for $1000. if he has a receipt for $200, or can otherwise prove that he only ordered/received $200 worth of vitamins, he most certainly has a right to chargeback the difference (provided he tried to work with the merchant first & they refused to help him).
Ah, I see. So don't sign up for anything \"Free\" if they ask for my cc info (I don't do that anyway. If I have to pay shipping or give them any info, it's not free.)
So a confirmation page with your order info on it would be sufficient for the second scenario (assuming you have a screenshot or printed it out)?
@idip: Sigh... we need an edit button.
One of those things where it is like, \"Well i didn't know he was going to charge me\"
\"Then why did you give him your credit card?\"
#11 You have a dispute with Best Buy on a Citibank card. CONFLICT OF INTEREST. You remain screwed.
Nevermind, the CitiCard WAS a Mastercard. Figures. I learned something today. Goodbye Mastercard! Hello Visa!
Do these \"disputes\" end up showing on a credit report or effect a credit score?
@Inail: The chargeback disputes themselves will probably not show up on a credit report. But, you still need to be careful as it could affect your credit report in other ways.
It's nice to just think, \"hey I got my money back there is nothing to worry about\" but it's not that simple in our debt filled society. Just because you received a chargeback of the money doesn't mean that the merchant won't keep the debt on their books. Then most likely they will sell the debt to a debt collector who will come after you for it, even if you got the chargeback resolved in your favor. This debt collector could very well report the debt and then it will show up on your credit report.
@Corbin123: If the collection thing happens and they won't 'go away' as in stop all contact and remove from CRA's.
Sue them in small claims court. Easy, and about $20.
@verucalise: That's not entirely true...If you leave a chargeback open or unresolved for long enough, the credit card company will report the entire account as 'in dispute' and you will see it on your credit report. Fortunately, it goes away once the 'dispute' is resolved
@Inail: Unless you default in any way on your credit card, like late payments, no payments, then no. It will not effect anything to do with your credit report.
This is something between you, the disputed company, and the credit card company. Regardless of whether the credit card company comes back in your favor or not, it won't affect a thing.
I only once had to do a charge back. I ate at an out of town restaurant a couple hours away where I was for an event. The restaurant took forever with my card to bill me. I felt it fishy, so I checked my activity as soon as I got home. There were five separate charges from the restaurant, all for different (and wrong) amounts. I got the charge back confirmed (for every one of them) basically no questions asked.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-87183-100x100.png\")
I have never gotten declined for a chargeback either. The one time however that a credit card was fraudulently opened in my name when I was in the army I was able to get the CC company to cancel the debt but it had already been sold to a collector. In that case, when the collector wouldn't take no for an answer, I just disputed it on my credit report. I suppose the same thing could happen if a chargeback were declined - just add a customer statement to the credit report and refuse to pay the disputed amount. You'll get a lot of harassment however.
On a side note, is anyone here in the military anymore? Can you tell me if they still make you stencil your social security number on the side of all of your bags? It was really convenient for an identity thief to just walk down the row of rapid deployment bags and copy down everyone's SSN. Stupid government.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-346324-100x100.png\")
@citking: I had to write my full social security number on my duffle bag during basic training in 2001. (Army) I'm not sure how they are doing things nowadays.
@citking: Did you get a police report?
A consumer statement will not help your score.
Send the police report to the collection agency and sue if they don't fix in small claims. Report to AG, BBB, FTC, etc.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-1504-100x100.png\")
@citking: I have no idea about now, but at one point in the Army, almost any piece of paper with your name has your SSN. I still have orders for my decorations that have the SSN of the other award recepients as well. I probably have a box of files with over 100 SSNs on various rosters, Article 15s, orders and such. I call the information my \"retirement fund\" in case things get too bad in the future.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-513573-100x100.png\")
@RandomHookup: They are trying to get better about that. Now they usually only use the last 4 digits of your SS# but all military ID's have the full #. You have to hand that thing around to lots of different people so you just have to cross your fingers and hope that any paperwork they use is handled properly. I wish they would use unique serial #'s instead.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-66703-100x100.png\")
@changed my name: The problem's not the Army using your SSN, the problem is the IRS and financial services using your SSN for unintended purposes.
@changed my name: A unique serial number...just like the old days. I think my dad was able come up with his on demand, 55 years after the fact.
I've only ever done one chargeback; it was with my Chase Visa for a $350 charge from a pyramid scheme I got suckered into in college. They were great, I just sent them some of the emials I received from the scammer after charging the amount and they reversed it that day.
It probably helped that I called about 8 hours after I made the charge online, and this was back in '98, so the charge was still pending when I called.
With the Consumerist's emphasis on using your CC for certain purchases due (in part) to the ability to do a chargeback, I think this list needs to be referenced on every story featuring chargebacks as the answer!
I've done two but they were through visa. Never had a problem. One was with a webhosting oompany that auto renewed me even after I went into my preferences and unchecked the box for it. They didn't even have a phone number so I gave them 48 hours to respond to email then just called Visa.
The other was at a bar the bartender rang up like 80 worth of drinks or tipped himself with the two I ordered. Didn't get a receipt because he didn't bring me back anything to sign.
I had trouble getting a hold of anybody but the bartender when I tried contacting them and left a message for him. I even filed a police report which he did get arrested eventually. The owner of the bar finally got back to me two months after it happened.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-329214-100x100.png\")
@corinthos: I had the same bartender scam pulled on me. They reversed the charge but didn't arrest him, that was cool of you! Good job!
I don't like to you Visa because it starts with the letter V. Master Card is closer to my name so i generally go and use that card.
Same thing with political parties, i relate better to Democrats because its like 1 or 2 letter away from my name. The letter R is so down the Alphabet it may as well be a Xylophone
@SameenaPashosh: Really?! REALLY?! I'm hoping that you are joking here, but if you aren't you should probably educate yourself on more than the alphabet and actually put some thought into where you are spending your dollar and your votes. I know, I know, it is your $ and your vote and you are free to use them as you wish, but this is the type of reasoning I would expect my 3 year-old niece to use. Just because something is close to the letter of your name doesn't make it something you should buy into/support.
Hilter is close to the letter of your name...do you support him too?
I had a sketch done, and it was great, so I ordered prints of it too. When they arrived, they were terrible. I sent them back, told the guy I wanted a refund for just the prints, as I was keeping the sketch.
He was a butthead about it, said there was nothing wrong with them and refused to issue a refund, so I initiated a chargeback.
Eventually the CC denied the chargeback because they processed it for the entire purchase (sketch plus prints). All the artist had to do was tell them that I still had the sketch and that was enough for them to deny it. --EVEN THOUGH-- I explained no less than 4 times to the CSR at the CC company that I still had the sketch and only wanted a refund for the prints.
I don't know if they can separate the costs on a chargeback, or if they have to process the whole thing, but it bit me.
So I took a play out of the consumerist book and looked up the artist's schedule of appearances (mostly local malls and such). Emailed him and told him unless I get my refund I would be waiting for him at each and every location to tell potential customers what they can reasonably expect for print quality until I've caused enough lost business for him to cover the money that I lost.
It worked, got my refund right away.
Too bad, he's a great artist, but his photography skills aren't that great, and he's not very good in the business department.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-846800-100x100.png\")
\"I don't know if they can separate the costs on a chargeback, or if they have to process the whole thing, but it bit me.\"
Yes, it's called a \"partial chargeback.\" I work for an online merchant and my job is to respond to chargebacks, and we see partial chargebacks from time to time; typically in cases where we've issued a partial refund to the customer, but they feel they deserve a refund of the full amount. We'll get a chargeback for the difference between the amount of the refund and the total charge.
On point #7: For what it's worth, I've had to do several international chargebacks due to fraudulent charges related to a stolen card -- from France, even. On both MasterCard and Visa cards.
The bank gladly processed them.
@Employees Must Wash Hands: Stolen cards are different, though, aren't they? I too had no problem when charges showed up in China and Korea that I sure as hell didn't make. But, they canceled my card and issued a new one when they removed the charges.
I too work in a chargeback/claim section at a bank. Here are some more reasons:
1) You didn't cancel your \"free\" trial in time. Believe it or not, this is a HUGE reason why people don't get a lot of their chargebacks back. Read the TOS or T&C before you sign up for anything over the phone/online.
2) Try to work it out with the company first. Most chargebacks will not work if there is absolutely no attempt on the consumer's part to work it out- and a lot of claims are denied this way.
3) Payday Loans. Enough said.
I've only had to a chargeback once, and that was because a mobile phone rental place in Germany did not refund my deposit correctly. I pretty much just had to send Capital One the receipts and contract highlighting what I was supposed to be charged and where in the contract it said I was supposed to receive the deposit back, and they took care of it without any additional hassle.
Charge-backed once, with the help of Visa, for almost $2k. Laz-y-Boy furniture refused to budge on lousy fabric that began fading/stretching, looking old within 3 days of delivery (sept.). Brought a cushion into the store where I was quickly hustled out.
Talked to the store, their bigger store, corporate in MI. A tech came out and said yes, the fabric seemed defective. They didn't budge. No one wanted to hear the story.
Visa stepped in. Waited 3 weeks. Visa called me with an update - which was LB would not do anything. So Visa asked me what I wanted. I said 'my money back and they can take their furniture back - which is what I tried 3 days after delivery.' Visa went back to them, called me to update me, and surprisingly, the day after Thanksgiving, they said they'd come get my furniture 'tomorrow.'
I said au contrare - I work. You may come after 6 or on the weekend. They said 'You can't do that you've had the furniture for three months for free.' OK. I said, now you can come Saturday morning at 9 am. Then I called Visa (direct line to the group handling my situation) to tell them.
That night, off I went to buy new furniture (Macy's). Purchased, got a discount, and they delivered Friday.
Saturday, the wretched LB items went away. Visa called to make sure it had taken place and to let me know LB store tried to get me to pay both delivery charges (Sept and Dec). Visa denied their wish.
Long story short - be nice, keep records, write it all down, and SEND a letter, not email. In a letter you tend to be succinct, and spell better.
@DarianAlcestis: Slightly off topic but I too had a bad Lazy Boy experience. The inner workings of our LB couch on one side are messed up. A spike of metal (from a spring I assume) jammed out between the two halves wrecking the upholstery between the halves. You can't really see it most of the time, but if there were 3 people sitting on that couch the one in the middle would be hurting. Lazy Boy would do nothing, it was still well within their warranty period but they wanted us to transport it to their repair facility ourselves, pay $60 (not refundable) for someone to look at it, and then maybe it would be warranty and maybe not.
Sadly it was outside of chargeback time. Hell, we didn't get the furniture until 2 months after they charged us so there may have never been a chargeback time for it.
@JeffMc: Wow, that is really bad - to be charged before delivery. I would never have paid that... but hindsight.
You're not the only one I've heard with LB 'inner working' issues. A friend had a defective recliner - it would never retract smoothly. Six tech visits and not only wasn't it fixed, a squeak developed. And the tech ripped fabric.
They eventually gave up and threw the thing into the basement/kid area.
They're living on their past reputation. My issue was with fabric (within 3 days, chenille looked 10 yrs. worn) - and had asked if they would allow me to pick a new fabric. Now I'm doubly glad I got away from them - I bet the bottom of the sofa would have fallen out by now!
and sometimes, you're just going to lose.
I did a chargeback on US Coachways after I rented a 56 passenger bus (with restroom) for a trip to a horse race down here. Bus breaks down on the way, so they scramble to call other bus companies in to pick us up.
They end up sending 2 smaller buses, a 12 passenger mini-van type bus and a 40 passenger bus. 40 + 12 < 56. This turned out to be a huge problem as the driver of the larger bus refused to leave, as he was worried he would be pulled over and ticketed. To me, he seemed inordinately scared, so I wonder if he had a license or if it was suspended. After much debate and waiting for the buses to show up, we end up leaving 2.5 hours late.
To get into the race, you have to show a bus pass. Of course, I only have 1 bus pass. So the bus has to let us off outside and we lug everything a good distance to the infield.
To top it off, it begins thunderstorming at the end of the race. Since the other bus can't get back in to pick us up (no bus pass), a good 20 of us get stranded at the track. Fortunately, we're able to all eventually find rides with friends, free shuttles, etc.
Needless to say, it was a total debacle, and as an organizer, I was extremely embarrassed. When I called up to complain, I was brushed off -- eventually, I got to a supervisor, who had the audacity to offer me $100 off the next trip I took with them (the trip I just took cost ~$1800).
They also only offered the $100 after I threatened a chargeback. Did the chargeback through AMEX, sent in detailed accounts of what happened, yet I still lost in the end.
Sadly, this company had a term in it's contract stating something like \"we can send you whatever bus we feel like it, and you can pound sand.\" Totally ridiculous and I question it's legality, but that's what I ended up losing over.
This was therapeutic to type out, even if it doesn't really help anyone. Screw US Coachways.
@Chad Day: For that kinda money, I simply wouldn't have paid the credit card.
I've disputed a few things and always come out ahead, but there was one time when Discover was waffling. I simply told them (nicely) \"I haven't paid this bill yet, and I won't. If you want to get your money for this transaction, you'll need to get it from the merchant, because I simply won't pay, and I don't care what you do.\"
They did the chargeback and all was well. That was a big charge - around $450 as I remember - so the threat was worth it. For $1800, it would be a cold day before I paid that bill....
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-219008-100x100.png\")
Lovely consumer protections we enjoy??? Er....which protections would those be?
I did a chargeback with MasterCard (from Chase) for over $600 and it was approved no problem.
I passed most of the 10 criteria, except I had no second opinion. I just used Chase Dispute-A-Charge online tool and it was gravy.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-224192-100x100.png\")
Who even uses chargebacks all that frequently? Personally, I don't have enough serious disputes with merchants to need it. But then again I make a point of only patronizing places that I know won't jerk me around.
The only types of disputes I've filed were when I had mysterious charges show up on my card, and those were always removed promptly (although in one case the CC company pushed me just a little, asking me if \"I could have forgotten it\").
@johnva: I also wonder about this. I have probably had one or 2 within the last decade, but I would say maybe no more than one per year would be more than reasonable. If your doing a chargeback every month then you need to re-evaluate where you purchase things and how you conduct business with companies.
Chargebacks are really supposed to be a last resort if you can't get anything done with the company you purchased something from. Your not supposed to throw the term chargeback around willy nilly as if it can fix all of your problems.
@johnva: I wonder about that also. I can't imagine most people having more than one or two disputes a decade.
only dispute I've ever filed was with Chase a mere two months ago. I got double-charged when putting gas into my motorcycle. The 23-digit transaction ID on the dupe was numbered 8 higher than the correct one, and the amount was only $2.87. Chase called it a 'courtesy adjustment' and credited my account for it. The rep said it's actually not uncommon, though in 20 yrs. of buying gas with a CC, I'd never had it happen.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-129735-100x100.png\")
Number 2: \"Don't dispute things as unauthorized unless you never gave the merchant your credit card number.\"
Just curious then, how would you dispute something where you were doing business with a merchant (and you gave them your credit card for authorized services), and they added charges on for services that were not requested, and you did not receive a receipt for those unauthorized services (extended warranty, additional services at the auto repair shop, someone double charges your card etc.)
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-156301-100x100.png\")
i work in accounts receivable and have to deal with disputing chargebacks CONSTANTLY. 99% of the time, it is an issue that the customer never contacted us about. if you are charged twice for something, give us a call first to see if we will just fix it!
a lot of people seem to use chargebacks as ways to not pay for anything. i'm not sure if everyone realizes that merchants are asked about these things and it isn't just free product...more often than not, we get claims that they didn't receive their orders for the past, oh say, FIVE MONTHS, and yet we have tracking and proof of delivery for every single order. luckily, we almost always are successful with our disputes.
@miss_roxxan: Agreed, some people just go nuclear without even bothering to contact a business. I worked for a performing arts organization that issued season tickets. Our accounts receivable guy received a fairly threatening call from a lawyer whose client hadn't received his season tickets yet.
This was in June. Season tickets don't get printed and mailed to anyone until July. A 30-second phone call would have saved the subscriber his lawyer's fees.
@miss_roxxan: Chase makes issuing chargebacks really, really easy. Just a few clicks and then you enter a detailed explanation (in under 200 characters, natch) and it's done.
I also work at a company that deals with chargebacks constantly. Most of the chargebacks are based on lies, customers claiming their cards were stolen online, etc. Of course, they don't ask for new cards -- that would be inconvenient for them -- they just get the charges reversed.
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I've only had to perform two chargebacks (Vonage wouldn't let me cancel so I forced them to cancel me) since I usually can persuade them to give me a refund or fix the issue. I'm not extremely picky just as long as I see the company is trying (even if half ass).
First, I make sure I am entitled for a refund.
Second, I attempt to work with the company. 90% of the time they are willing to work with me. If for some reason they decide they won't work with me; I let them know I'll contact the AG (Attorney General) the moment I get home. Most would call the AG going overboard, but only a small few business people don't shudder at the thought of having to deal with them. 100% refunds so far.
If they managed to get around the AG, then I would do what was needed to perform a legal chargeback.
I generally like Newegg, but I had to do a chargeback with them last year, and their customer service was horrible. I got a $250 charge on my MC and didn't recognize it, and I called up their customer service. They told me it was for a scanner/printer, which I never ordered or received, but they would not give me any other information.
So I opened a case with my credit card company to start the process. Newegg disputed the chargeback, saying it was legitimate even though the item in question was not sent to my name, to my address or even to my state. I asked them how they could have approved this charge on their website when the address did not match the billing address on the credit card. No answer. Just the run around how I had to file a fraud case with MC. I sent several written letters to my CC fraud department, and even had to open up a fraud case with my local police department before they would continue to pursue it because Newegg kept fighting the chargeback. After about 3 months, numerous letters, and countless phone calls to both Newegg and my CC company, the chargeback was done. Even though I've never had another problem with that CC anywhere else, Newegg won't allow me to use it on their site any more, which is fine, because I look elsewhere first now before buying from them.
Here's a situation I saw the other day at a film festival that I know will be disputed:
Group of friends buys 10 $9 tickets to a movie showing at a festival (only time it shows). On the way, their van breaks down and they walk 5 miles and show up too late for the show.
The show was sold out and had a line of people waiting to buy space available seats. The festival ends up reselling the group's seats to the rush line.
The group knows the festival resells the seats and asks for tickets for another show, but is refused because the terms on the ticket do say \"no refund/no exchange\".
I'll bet $5 the group went home to dispute the charges. I can see both sides on this one and I'll be curious how it is resolved. Of course, if they had buyer's protection on the card, they *might* be covered.
I once did a chargeback for a charge that was over six months old, and bizarrely, it went through without a single letter, fax, e-mail or written communication at any time. I called the company (Chase), gave the rep the charge info, and he simply replied that I could expect to see a credit (for $1300) the next morning. And I did.
The dispute was for a cruise where the cruise line went bankrupt. I was trying to file an insurance claim for provider default, and the insurance company insisted I file a dispute and get a denial letter before processing the claim. I thought it was just a formality, so imagine my surprise when it worked!
Everybody thinks they are super consumer or are victims. Of course there are scammers as well.
The super consumer types are the most dangerous . Chargebacks or contacting the credit card company is A tool in a dispute with a company . But it is NOT the only tool . Most who use this probably hate letter writing or being put on hold by an 800 number with a menu.
But those in charge of chargebacks have got to realize that is their job to deny or approve . If you are that tired of handling chargeback requests or disputes find another job . If you think there is fraud turn it over to the fraud department . But I don't want to see truely screwed consumers denied a chargeback because a high & mighty customer service is burnt
out .
Back from my days doing debit card work, I have to add this one: take copies of your signature line on the back of your card, and keep them in a secure place.
We had a cardholder who was in California. Her MC debit card was stolen, and taken to Tijuana. When we filed the chargeback, we asked to see a copy of the signed receipt -- the signature was not hers.
MC rejected the claim because we could not prove that the signature on the back of the card was not the same as the signature on the receipt. Even though she had proof that she was not in Mexico at the time, MC rejected the claim because of the signature.
I'd love to see more information on what merchants using paypal or google checkout can do to protect themselves from scammers attempting to buy their goods.
I know of a guy who has now on 2 occasions been robbed by online payment systems to the tune of 6 thousand dollars by scammers who received an item, signed for it, then filed a charge back claiming they did not get it. Even with documentation that the package was delivered and signed for, the charge back went through and the merchant got screwed out of his product and his money.
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Has anyone else noticed that whenever there is a firearm/ammunition posted, it's ALWAYS in .22?
I don't know how so many people have success with chargebacks. Ive done a chargeback twice. Both times I had spent money and did not receive a product. The visa reps were always helpful and \"initiated\" the chargeback, but in the end I would end up getting rebilled and the case closed.
Visa would always say something to the effect that \"Oh, the company has a signed receipt.\" Well, I DIDNT RECEIVE the product in the mail, Mr. Visa Rep! \"Im sorry, but it DOES SHOW that you ordered the product.\" But it wasn't sent...I dont friggen have it!
From my experience all the store has to do is respond with \"they owe us the money\" and you lose.
Small claims court if local, otherwise get a police report.
DONT call visa directly. Call your card issuer.
I work for a University and part of my job this time of year is dealing with disputing charge backs applicants claim against us. Just because you decide not to come does not mean you get your non-refundable application fee back.
Chargebacks can be useful if someone truly did not receive their merchandise or it arrived in a million pieces but chargebacks have been severely abused in the last few years. Many consumers will initiate a chargeback simply to try to get some money back around tax time or during the holiday season. Or, they initiate a chargeback because they regret spending money on something. I've seen people initiate chargebacks even though they have agreed to clear terms that the purchase is final. They simply don't care what they agreed to and will do anything (even dishonest things) to get their money back. Then when someone who has a legitimate beef files a chargeback, that person is met with skepticism because the chargeback processor knows that the vast majority of chargeback attempts are attempts to defraud the merchant or get some free money. If everyone would be a little more honest and take personal resposnibility for purchases, the people who have legitimate chargebacks would have a much easier time resolving their problem.
@Go Pug Yourself: \"that person is met with skepticism because the chargeback processor knows that the vast majority of chargeback attempts are attempts to defraud the merchant or get some free money.\"
If you could provide some proof that the \"vast majority\" of chargebacks are attempts to defraud that would be nice.
@Corbin123: OK, I'll qualify my previous statement and say that the vast majority of chargebacks against honest ONLINE merchants who employ fraud-detection algorithms are attempts to defraud the merchant. This is my experience. Let's take an online software vendor for example. Say the vendor has a policy that once the software is downloaded, you do not get a refund. The vendor also says that license keys are delivered via email and instructs the consumer to add the domain to its safe senders list before buying. Of course, the customer does not add the domain to the safe senders list and his spam filter deletes the email. Instead of contacting the merchant, he files a chargeback. This is fraud.
You are probably right in assuming that the percentage of legitimate chargebacks is higher in brick and mortar situations but if it can be proved that the customer made an online purchase but failed to follow instructions, a chargeback is not an appropriate remedy.
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10. Does not fly if the computer has a programming error (all of them do) which changed the order from widget A to widget B.
9. Does not fly if the vendor dragged their feet, delayed fixing the issue, held the product in the service department too long, etc.
8. Does not fly if the car is still broken.
5. They'll just claim you have a receipt for sending an empty package.
3. Oh, yeah ... let the merchant drag the problem out past the 60 day time frame.
1. So you do have to open the box in the store to make sure it's not some paving stones (unless, of course, you're at Lowe's or Home Depot buying paving stones).
I was double billed at a restaurant in Beijing. I called the bank that issued the MasterCard I used, USAA. They removed the second charge.
My chargeback story is pretty cut-n-dry: I ordered a TV from Montgomery Wards, scheduled for delivery the following week. Two days later, they liquidated. All I had to do was tell my bank \"Read the newspaper!\"...
I have had to do 3 charge backs on a Bank of America Visa. In all 3 cases the rep on the phone put the money back in my account while I was speaking to him and mailed me out a form to sign. 2 of the 3 the forms and notification that the charge back had been settled arrived the same day. The last one I had to answer a couple of questions but it was still upheld. So Visa and BofA get an A+ in my book.
The other feature I love in by BofA account is the ShopSafe service. This is the original reason I signed up for a MBNA (before they were part of BofA) account and I use it all the time. No double charges or over billings since you set the limit.
I had to issue a chargeback with mastercard for some office furniture I ordered. I called the company to cancel the order before they'd even sent it to their shipping department but they refused and told me I'd have to wait a week for the stuff to arrive then start the return process (which was really long).
I thought that was a load of crap so I refused the shipment when it arrived and had the fedex driver send it right back. Took a few weeks for Mastercard to say \"ok we'll do the chargeback now\" but in the end they did after the merchant promised a refund within 10 days and then failed to actually do it.
You forgot number 11, you did it through AMEX.
I canceled my internet with AT&T years ago. Five months went by and suddenly AT&T started billing me again. I called them and asked them why they were billing. \"You never cancelled?\"
\"Then why did you wait until now to charge my card?\"
\"We couldn't get it to go through.\"
\"Then why didn't you contact me?\"
\"We sent you an e-mail.\" Of course, the e-mail went to the AT&T account I cancelled and never accessed from that day forward.
Figuring I had a slam dunk case since there was no way in hell my AMEX wasn't working for four months (I'd used it several times during that period), and AT&T couldn't show any signs that I'd actually used the service in those months. AMEX sent me a huge folder weeks later that showed printouts of AT&T's screen shots telling AT&T's side of the story (copied from my last call to them) and said they were upholding the charge. It was my responsibility.
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The only chargeback I've had to do so far was due to fraud: someone got my brand-new Mastercard number and made themselves a card and bought nearly $3000 worth of stuff at Wal-Mart and Chevron (neither of which I ever do business with!). I discovered and reported the problem within a couple of days, but it took them about six months to finally clear the charges off my account, and I'm still watching it to be sure they don't reappear. Even my credit union was concerned about how long it took to get the charges actually removed and escalated the issue with the processor twice (although they weren't charging me interest, this kept eating up my small credit line). I have a very unique signature, so a signature comparison would have immediately revealed the fraud.
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I've only ever initiated a chargeback once. Years ago I had a hotel reservation. I checked in only to discover that the place was filthy -- mold all over the bathroom kind of nasty. It was incredibly revolting. This wasn't what I signed up for. They had no other rooms and so I told them I wouldn't be staying.
They charged my card anyway, saying that I had to cancel 24 hour prior to my reservation in order to get a refund. \"Too bad, lady\" was what the clerk said.
Uh... I don't think so.
A chargeback was initiated and since I left within 10 minutes of checking in and had a hotel receipt for a hotel across down, I got my money back.
actually if a merchant places an additional charge on your credit bill, you will need to state this to your issuing bank. What your issuing bank should do is send you an affadavit to fll out specifically specifying what charge was authorized by you and which charge was not authoized by you. Provide a clear copy of the receipt for the authorized transaction and your issuing bank should be able to process the chargeback for you.
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My store had to eat almost $100 in charges because the cardholder said, \"That's not my signature.\" Nevermind that we had the V-code, the full number and expiration date. The driver remembered that it was a different person (3 separate deliveries within 2 weeks) who signed each time and they had the card and showed it to him.
Their chargeback went through. Put a note in the system about them that they could only pay in cash. Of course, they haven't called back ever.
Ive done a chargeback on an alarm service that went bankrupt. Filed it with 1 day to spare in the 6 month limit.As far as shady characters or companies go, I go online and request a temporary dredit card with a limit I determined and aan expiration 2 months ahead. Thats how I go for those $2 Magazine offers. Once subscription is done the credit card is dead as far as they are concerned.
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Does anyone have a link to documentation to prove #1 to be true? I've done charge backs on both VISA and MasterCard and never had any issues, and the process for both were exactly the same.
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I have never been denied a chargeback, done over 10 of them.
All done online with the chase online tool.
@wcnghj:
That sucks having to do that many charge backs. Hope it all worked out.
@wcnghj: I would say 10 is a bit extreme. Probably one of the strangest use of a chargeback was when one of my friends and former co-worker once filed a chargeback against the company we worked for because she didn't authorize a purchase that was charged under the name of another one of our co-workers. On her cc statement it clearly showed what the charge was for (football tickets) and where the charge was from (it included our office phone number!) Instead of asking someone at our office to investigate the issue, she filed a chargeback.
@wcnghj: Seriously....what warrants 10 chargebacks? I have done one, and it was because my CC number was stolen.
@wcnghj:
The chase tool is pretty easy to use. But beware, some merchants will just let chase do the chargeback and send you to collections. That happened to me and chase wouldn't take much responsibility.
@wcnghj: 10?? What in the world are you doing that requires so many chargebacks?? I've only tried a chargeback once in my entire life, and it turned out to be a valid charge anyways
@wcnghj: Wanted to add I don't use MC. Just Visa and Discover.