Goods Not Delivered - Options for Refund?

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FastTech

• 

  whooah1979 on 28/04/2016 - 06:29

  +7

  I paid via Paypal (using my credit card thru them)

  pp has a 180 days buyer protection. open a inr dispute today.

  don't worry about the merchant and their investigation. they can do that on their on time. you have waited long enough.

• 

  tomsco on 28/04/2016 - 07:12

  what whooah said.

  When did they finally agree to investigate? How many times did you contact them prior.

  Sounds like a stall tactic, to try and land outside the 180 days period. If they tell you they can only refund once you cancel the dispute with paypal, ignore them and report the request to paypal.

• 

  SnoozeAndLose on 28/04/2016 - 07:19

  +1

  open a dispute today.

  Provide you story to Paypal , story end.

  Paypal will handle it for you and they should have 1-2 weeks to sort it out themselves.

• 

  tims on 28/04/2016 - 10:34

  OK, thanks for your replies - I'll open a dispute with Paypal today and let you know how I get on.

• 

  Aniseed Steed on 28/04/2016 - 10:53

  Alternatively, you can call your credit card issuer and request a chargeback for goods not received. Visa and MasterCard chargeback schemes require the seller to prove you received the item, with a signature on delivery (unless you waive that right) whereas PayPal's fine print says that it may not find in your favour, if the seller can present a proof of shipment, even if you didn't receive the item.. In other words, your credit card's chargeback system offers you better protection than PayPal's Buyer Protection policy.

  Also, it's always safer to file a chargeback sooner rather than later in case the company/seller decides to go AWOL and closes their PayPal account.

• 

  tims on 28/04/2016 - 18:02

  OK thanks, that's good to know. I will contact MasterCard first and see how I get on.

• 

  tims on 30/04/2016 - 08:39

  I advised Fasttech that if I didn't hear from them in the next 7 days about where my goods are and what the expected delivery date is, I would initiate a dispute with Paypal/credit card providers for non delivery.

  I got this message back a few hours later:
  ****
  "Thank you for ordering from FastTech.
  We feel pity to tell you that your order which shipped via registered airmail of Sweden Post has been returned by Sweden Post due to they cannot ship batteries to your country any more.

  Thus FastTech have to issue full refund through the original payment gateway that you paid for the returned package. It may take 48 hours for our staffs to process the refund. Please note that if the order was paid via credit card, it will take 5-7 days for bank processing. Please kindly check your credit card after then.

  If you have already created a ticket about this issue, please kindly close that ticket and just keep this one open to avoid unnecessary confusions and additional processing time. We will centralize our responses to you in this ticket.

  Shall you have any further questions, please feel free to let us know.

  Thank you for your understanding in this matter."
  ****
  I cannot believe that it's taken almost 10 weeks for them to find out that the batteries cannot be shipped via their deliverer (Swedish Post) and they have not been already told (by them) that this was the case.
  The original ticket they discussed above has all the correspondence up to now so I might copy all that before I close it in case I still have to file a dispute if I don't receive a refund from them.
  The batteries they are talking about are Lifepo4 and there are restrictions on how they can be shipped but I'm still not sure if I'm missing something here - all seems a bit suss!