topic Re: Which card has the strongest purchase protection? in Credit Cards

Which card has the strongest purchase protection?

CreditPacMan — Fri, 14 Jan 2022 06:55:25 GMT

I am very interested to know what cards have a strong purchase protection program that leans more to the customer side (vs. the merchant)?

To be very specific - in case of a dispute between the buyer and the merchant what can you do with a CC issuer to get your money back if you are going nowhere with the merchant?

I know AMEX has a good reputation in this area. Has anyone experienced this first hand that can share some details?

Re: Which card has the strongest purchase protection?

wasCB14 — Fri, 14 Jan 2022 08:26:54 GMT

To avoid confusion, let's clarify a few terms.

Purchase protection generally applies when something you bought gets damaged, stolen, lost, etc. You buy a new laptop and someone accidentally sits on it and breaks it. That's unfortunate, but there's nothing about the purchase transaction that's in any doubt. The merchant isn't (usually) to blame.

Return protection means you bought something and received it, but later decided you didn't want it. You buy a lamp online but when it arrives and you see it in person, you decide you don't like the look of it after all...but the merchant won't let you return it. That's when return protection kicks in.

Extended warranties extend original manufacturer warranties.

Dispute resolution is more of what you're talking about. You might clarify your post a bit.

It's not just a question of whether the issuer will side with you or the merchant. The process is also important. What people like about Amex is the generally easy claim process. Winning a dispute with Citi or Chase can be Pyrrhic victory if it takes three phone calls or two hours of paperwork to address a $100 charge.

Re: Which card has the strongest purchase protection?

jcooks — Fri, 14 Jan 2022 15:19:35 GMT

With Amex, I've had to dispute a deposit I put on a car after the dealer said they refunded it, but was never to be seen. I did it through online chat, forwarded them emails that they agreed to refund, but never refunded and was done with after. Very easy process with Amex.

Re: Which card has the strongest purchase protection?

ptatohed — Sat, 15 Jan 2022 06:09:10 GMT

I've had to do two recent disputes with Citi lately. Only $10 and $50 but both were slam dunks. Initiated and resolved online.

Re: Which card has the strongest purchase protection?

CreditPacMan — Sat, 15 Jan 2022 07:57:49 GMT

Thanks all. The situation I am is that I spent $750 on a standing desk that was shipped in 6 pieces with Fedex. Fedex lost 2 of the packages and the shipper is refusing to send a replacement until they and Fedex conduct an investigation.

A lot of times I just focus on the rewards structure when deciding to get a credit card, but I know most of them come with consumer protection perks and was wondering if my situation was covered. Sounds like it is not.

Re: Which card has the strongest purchase protection?

wasCB14 — Sat, 15 Jan 2022 08:02:51 GMT

How long ago did the missing packages ship?

Which card did you use?

Re: Which card has the strongest purchase protection?

CreditPacMan — Sat, 15 Jan 2022 08:06:51 GMT

They were shipped two weeks ago. At this point, they are 8 days missing.

I used my CAP1 QS ... but maybe I should have used a different card.

Re: Which card has the strongest purchase protection?

LawStudentCivilis — Sat, 15 Jan 2022 10:39:40 GMT

Why wouldn't it be covered by your card? Are you going to return the packages you did receive? This holiday season was peculiar for me, I had to do disputes across a number of cards (maybe 4) and they were all resolved in my favor. Reasons varied from missing packages, return never processed, and phantom fees that weren't shown anywhere on receipt, etc.

Re: Which card has the strongest purchase protection?

CreditPacMan — Sat, 15 Jan 2022 11:27:29 GMT

Yes, sure I'll return the ones I received for a full refund, or if I get replacements for the ones that got lost there is no need to.

I thought about disputing it, but the charge is valid which is why I asked about alternatives. Purchase protection is a process different from dispute I assume (the claim process is different).

Re: Which card has the strongest purchase protection?

Anonymous — Sat, 15 Jan 2022 22:58:16 GMT

@CreditPacMan wrote:
They were shipped two weeks ago. At this point, they are 8 days missing.
I used my CAP1 QS ... but maybe I should have used a different card.

My only successful dispute (1 out of 2) was on Cap 1 QS, so.... (In that case I had ordered something from a UK merchant to deliver to a UK address where I was staying. It never arrived, I contacted the seller who said it had been delivered, I said it hadn't, and Cap One refunded the money. And next day, moving a cover, I found that the merchant had indeed delivered it when they said and had nicely protected it! So Cap One can be on your side even when you are in the wrong!)

Re: Which card has the strongest purchase protection?

1LostArk — Sun, 16 Jan 2022 07:43:28 GMT

I've only ever had to file a claim with Capital One. Throughout the process it was obvious whoever was reviewing the claim at Capital One never bothered to look at any of the documented facts and my claim was repeatedly denied. It was only over $300, so I just gave up and didn't file a CFPB complaint, though in retrospect I should have. Silver lining: this experience motivated me to get some cards with good customer service. Never had to file a claim with Amex, but that's the card I put anything on when I want peace of mind. I called the Amex claims line just to get some information on the terms and conditons, and the line was promptly answered by a knowledgeable US-based rep. Definitely confidence inspiring.

Re: Which card has the strongest purchase protection?

disdreamin — Sun, 16 Jan 2022 14:24:40 GMT

@CreditPacMan wrote:
Thanks all. The situation I am is that I spent $750 on a standing desk that was shipped in 6 pieces with Fedex. Fedex lost 2 of the packages and the shipper is refusing to send a replacement until they and Fedex conduct an investigation.

A lot of times I just focus on the rewards structure when deciding to get a credit card, but I know most of them come with consumer protection perks and was wondering if my situation was covered. Sounds like it is not.

I know it isn't the focus of your post, but going missing for 8 days isn't all that long in the grand scheme of things. I know it's frustrating, but if the packages still show as in transit with the shipper I'd give it a bit more time before initiating anything with my cc company. I'd contact the vendor and also keep an eye on tracking info, but that's about it.

If the packages are showing as delivered but never received, that's when I'd get aggressive about chasing down my money or a replacement. At that point, you'd probably have more evidence to go on for a charge-back as well.

Re: Which card has the strongest purchase protection?

wasCB14 — Sun, 16 Jan 2022 17:02:37 GMT

It's definitely too early to dispute. Packages get delayed, lost, or stolen often. One circumstance in which even Amex will sometimes reject a claim is that the customer did not give the merchant a reasonable opportunity to investigate and/or remedy the complaint.

If an issuer asks you for written evidence, it might be good to include a phone screenshot showing a history of several calls to the merchant's customer service line. Sadly for most people, that seems to be easier with Samsung than Apple.

Re: Which card has the strongest purchase protection?

jmw1 — Sun, 16 Jan 2022 19:00:15 GMT

@CreditPacMan wrote:
They were shipped two weeks ago. At this point, they are 8 days missing.
I used my CAP1 QS ... but maybe I should have used a different card.

You might need to be a lot more patient.

Some of my packages have been a week late this holiday season. I did 2 day shipping and they show up on day 9-11. Even one of my next day packages took 6 days. I called UPS to refund the late shipments and they tell me too bad this holiday season due to a systemwide exception to Jan 15. They get mis-sorted and mis-routed via the scan history and they still tell me too bad.

If it was USPS Priority mail, good luck to you. That's the super slow train nowadays.

Re: Which card has the strongest purchase protection?

Anonymous — Sun, 16 Jan 2022 19:21:41 GMT

@wasCB14 wrote:
It's definitely too early to dispute. Packages get delayed, lost, or stolen often. One circumstance in which even Amex will sometimes reject a claim is that the customer did not give the merchant a reasonable opportunity to investigate and/or remedy the complaint.

Right, and a shipper/Fedex investigation may well be part of due diligence that an issuer will want concluded before doing next steps.

Re: Which card has the strongest purchase protection?

summerterrace — Mon, 17 Jan 2022 02:46:02 GMT

Yep we filed a claim with Citi a couple months ago and it was very easy. I was dreading it based on what I've read but honestly was smooth.

@ptatohed wrote:
I've had to do two recent disputes with Citi lately. Only $10 and $50 but both were slam dunks. Initiated and resolved online.