Question about chargebacks

lisss on 19/07/2013 - 21:14

I recently submitted a chargeback request for a transaction made on my NAB Visa for the first time. It was for an order made through DHGATE which never arrived.

I got a letter from NAB stating that because I did not use Verified by Visa and the merchant is registered with Verified by Visa, my claim was rejected. It went on to state that Verified by Visa protects your card from nauthorised transactions (which is fine, but I wasn't alleging that the transaction was unauthorised - I just didn't receive the goods I paid for).

Is this the usual rule, and does it apply across the board with VISA?

Another comment - I noticed on a booklet of fees and charges from a credit society that I have an account with that they charge a $25 fee if you want to do a chargeback. I don't have a credit card with this credit society but I was wondering if these sorts of fees are common?

I know I should read the T&C of the respective cards, and I will, but am hoping some savvy Ozbargainers can give me some tips or a summary here first :)

Financial

Comments

  • Holysmoke on 19/07/2013 - 22:02
    -2

    you should be requesting a refund from DHGATE first.

    • lisss on 19/07/2013 - 23:02

      I did, but their dispute process is convoluted and didn't seem to be going anywhere - and I was running out of time to make a chargeback.

      • tonester on 20/07/2013 - 10:32

        contrary to popular misconception, there isn't necessarily a time limit
        http://www.ozbargain.com.au/node/110858#comment-1507719

        • lisss on 20/07/2013 - 14:36

          The FAQs said:

          "What happens if I don’t lodge my dispute within 90 days of the transaction date?

          We may not be able to assist you due to the timeframe set in the applicable card scheme rules (Visa, MasterCard and American Express) to resolve disputed transactions.
          It’s recommended you raise your dispute immediately on receipt of your NAB account statement."

          So I just went by that - it was approaching 90 days of the transaction date. I'll have a look at the card scheme rules for more detailed info for future reference.

  • dieselraw on 19/07/2013 - 22:24
    +2

    Hello,

    There are no fees for disputing a transaction on a credit card (not with the big 4 banks anyway) and your chargeback has nothing to do with verified by visa, you are entitled to a chargeback as you didn't receive the goods or service. Next step is to call NAB's customer relations dept.

  • Jayse79 on 20/07/2013 - 09:21
    +2

    Just to confirm what dieselraw has said, Verified by Visa has nothing to do with this dispute reason(RC30 - Services not provided or goods not received). It would only be applicable if you were claiming non-participation in the transaction.

    In summary, your dispute reason is valid and a chargeback right exists for NAB to make a claim on your behalf.

    Source: VIOR Chapter 9 - Dispute Resolution / 2.5 years experience with chargebacks

    Feel free to message me if you need any more information.

  • Bargainboi on 20/07/2013 - 10:18

    What is the difference between chargeback and disputing a transaction?

  • lisss on 20/07/2013 - 14:34

    Thanks all - it seems like someone at NAB incorrectly sent me a default rejection letter. I'll investigate further, and read the t&cs etc.

Login or Join to leave a comment
Login Join