Credit card dispute with Chase, horror show

[nitrous]

I recently had to file a dispute with Chase for a credit card charge (Chase Sapphire Reserve) that was not refunded following return of the merchandise received.  The return was fully authorized by the merchant, and everything I did was in accordance with the merhcant's policies.  The merchandise was shipped back to the merchant via UPS, and tracking information verified that it was received.  I sent the merchandise back in its original packaging, and it was never used.

Chase has already issued a (temporary) credit to my account for the disputed amount. 

Chase calls me up today and says indirectly, they need more proof of the return being recieived by the merchant, since the merchant is saying that they never received the return item. Chase is asking me for more proof, apart from what I have provided (tracking info with proof of delivery)

Chase wants more proof, which can include:
Something in writing from the merchant that they have received the return ( I wouldnt be disputing the charge otherwise).

Im lost, does this seem normal? This return is almost $6k and the merchant is fighting hard that they havent received the return, they have provided no evidence on their end to confirm this.

Ive done a CB with Amex before, and the process was so simple and easy.. Never once they called me requesting more information.

Ive been a Chase customer for almost a decade now.

Any suggestions on how to handle this. The rep on the phone was pretty adamant that I will loose the case, if I cant provide more information as per Visa guidelines for a CB.

[PQ810]

If Chase did a refund  or partial, why did you dispute the charge and .  That's a red flag to the Chase.  The issue should've been addressed with the merchant!   Just my observation.  6k in merchandise did you insure it with UPS? Something of that value would've needed a signature.  Good luck in your fight. But is your burden to prove not Chase's.  

[nitrous]

No where in my post did I say Chase refunded me.

They issued me a temp credit, as part of the chargeback process.

I shipped the items using the return label provided by the merchant via UPS, followed their return policy after the return was authorized to be returned by the merchant. The return has a proof of delivery, signed by their return dept.

[Thomas_Thumb]

This thread should be moved to the credit card forum.

[coldfusion]

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@Thomas_Thumb wrote:

This thread should be moved to the credit card forum.

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You or any other member are free to left-click on the 3 dots on the upper right of a post and choose the "report inappropriate content" option, then explain why you think the thread should be moved and the site moderators will be notified.  While the option is labeled as for reporting inappropriate content it's really meant to be appropriate whenever you want to alert the site moderators to something related to the individual post or to the thread.   If a moderator agrees that there's something actionable they'll take care of it.

[Spotsy]

@nitrous  if you have confirmation and proof that someone from the seller signed for the product return, and have the details of their RMA process that was followed correctly....that's your proof.  You may need to put all of that together for Chase and respond with it to their request for more info.

if the manufacturer is saying they never got it...your signed delivery receipt is your proof.  Engage the shipper with the seller's claim that it was never received and see if that produces any more useful info from the shipper. If the manufacturer is claiming you sent back the wrong thing...they need to provide proof of what was sent and why it is incorrect.  Did you take pictures of what you returned?

If Chase decides to reverse your refund, you can next file a complaint against the seller in Small Claims court as well as see what remedy you have in your CC agreement on the charge back situation....maybe Aribitration?  

Keep the process going to hopefully a desired end result .  But keep paying the charge until it's resolved to keep,your credit standing in tact.  Don't proverbally 'cut your nose off to spite your face'' by not paying the charged amount .  You did provide the auth to charge your CC for the product, so the issue is between you and the seller. Chase can try to assist as well, but they will/can only go so far...Chase does want to help.

[nitrous]

@Spotsy The tracking number shows:
Received By: xxx RETURNS

UPS wont deal with me, becuase they said I am not the shipper. Seller just keeps claiming they never received it.

Now is it possible, that UPS actually misdelivered and/or lost it, there is a chance, but I dont know.

Chase keeps telling me, according to VISA guidelines, one of the evidence is a written proof, such as a email from the seller/merchant, that they received the items.

The only other proof I do have is text messages from the client advisor, confirming that the items were shipped back using the label they provided and then confirming a few days later, that items were received and it takes 3-5 business days to process a refund.

According to Chase, this is not a strong evidence, as the text message cant be proved whether it was from Fendi, but in the beginning of the text message, a client advisor introduced themself to me from the seller and even followed up with me via text message for my return.
Chase team, handling my chargeback, are off shore, and the person working on this, seems to be more on the seller side... I have no other proof to provide other than what I have already provided:

Tracking # with proof of delivery (seller provided return label)
Text message from the seller confirming the return and tracking number 

[pizzadude]

Moved to Credit Cards

[Spotsy]

That is your proof...especially since the seller provided the return shipping.  You have proof that you shipped it via the tracking number....you also have proof they received it (was that an email you received or a voicemail, text message?)

if the seller is saying the never received it or it was miss-delivered...that is between the seller and the shipper since they provided the return material and shipping service.  Chase can not put that burden of proof on your shoulders.

Be very specific with Chase and provide as much details as possible.  

still think about a small claims action...that usually get attention.

-Rob

[nitrous]

@Spotsy 
I have proof only via a text message from one of their client advisor that they received it.

But it doesnt have to get that far, with the return tracking number and proof of delivery, Chase is asking for me, since seller is saying that they never received it.

They will dispute again with the seller, they said, but it seems like Chase is asking for proof, that Visa considers strong for a successful chargeback?

Isnt a tracking number showing delivered and proof of delivery showing it was signed by merchant return enough?