Credit Card Chargeback Process - Merchant Tries to Resolve after Filed

Labc123z on 27/09/2019 - 17:36

Initiated a credit card chargeback with financial institution, when merchant became aware of it they suddenly started to be very eager to contact me.

Obviously had previously contacted merchant, had email evidence, they had provided no response beyond "someone would get back to me" etc.

However - they refuse to contact me via return email as I requested. When I didn't respond to their first call within a couple of hours they came over to my house and knocked on the door for a while. They have called numerous times including several calls within a few minutes (I have not answered as I have asked them to use email as I stated).

My question is am I obliged to try to negotiate with them further by answering their calls to try to negotiate a resolution having already given them an opportunity and already lodged the chargeback? I am just not comfortable dealing with them anymore having them turn up on my doorstep without arrangement made me feel really uncomfortable, for all I know he might have been going to have a go at me for filing a chargeback.

The only reason I can see I might try to talk to them at this stage is on the risk that my chargeback might be rejected - and obviously they would refuse to try to negotiate with me again if that happens. It is a dispute over the services provided not a clear cut case of fraud etc so there is a risk it might get rejected or the merchant might win.

Financial Credit Card

Comments

  • bluesky on 27/09/2019 - 18:06
    +2

    Personally, I would call them back, and see what they have to say, even if I don’t necessarily want a face-to-face meeting when they knock on the door.

    As you say, it was a service, and although they haven’t delivered to your satisfaction, I am assuming they did give you some service for it. An entire chargeback means the merchant gets nothing for whatever effort/time spent on your job. That can create quite a bit of animosity on their part. Besides, they know where you live.

    So it is better to negotiate and settle on something you both can accept. You have nothing to lose by calling. If you can work something out, you can cancel the chargeback; if not, the chargeback still stands.

    Edit: Ughhh has a good point, re wanting written proof. So don't call, negotiate via email.

  • Ughhh on 27/09/2019 - 18:13
    +2

    Unless they are willing to provide a remedy on the spot, I would keep communication via email or request some written agreement, so you have proof.
    Depending on your state, you may or may not be able to record calls, but I would say emails are easier to submit as evidence than a mp3 file.

    • bluesky on 27/09/2019 - 18:16

      OK, that's a good point. Don't call, use written communication.

  • abc123z on 27/09/2019 - 18:19
    +2

    Thanks bluesky, actually I did pay for the bulk of the service using bank transfer so they will not get nothing, it was just a portion that was paid on credit.

    I guess I just feel uncomfortable that they won't put anything in email. I would be happy to talk via email. I mean if they want to do the right thing wouldn't it be in their interests too to have evidence that they have tried to negotiate? I am worried that they might try to provide a sub standard solution or even create more issues trying to resolve the issue that is why I want it all in writing. I mean if you are that desperate to get hold of your customer that you call like 10 times over a few days and go round to their house… but you won't try an email even though customer has asked for that? It is just weird.

    • bluesky on 27/09/2019 - 18:25

      Yes, since it was pointed out by Ughhh, I am leaning towards the email/written approach. But still good to negotiate rather than relying on the chargeback only. Maybe email them again, and said you are aware they are trying to contact you, feel free to email what they want to communicate. Just to show your willingness to hear what they have to say. All the best!

    • Ughhh on 27/09/2019 - 18:26

      It's probably easier to push a customer on the phone than on email. With email, you can reply at your own pace, think about it and do research. On the phone, you're in a conversation, so you feel like you have to respond immediately. You could agree to something less favourable for you- but this depends on what you're fighting about. Dont know the nature of your chargeback, but know what you want and stick to it (but be reasonable).
      You can always ask for a written confirmation/agreement of how they're going to fix the situation.

  • askme69 on 28/09/2019 - 11:02
    +3

    You requested a charge back for a job that was completed? Albeit not to your satisfaction?

    More details on what the job/service was please. Also how much did they complete or not provide.

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