It's really weird. You should try calling Barclays again and talk to a different rep. Maybe it's just confusing because its a software and generally software isn't refundable anywhere regardless of where you buy it.
I asked to be transferred to a supervisor, and he got on the phone and pretty much reiteritated that this is part of their dispute process for this particular type of merchant. He said they do this because "they are not experts" (his exact words), so they need something in official letterhead from a reputable company in the same or related field that backs my claim.
On another forum, someone said that they ordered a tablet from a deal site using a Barclays card. The item was delivered in a condition way less than described in the item listing. They disputed with Barclays, sent in pics, documentation, etc. Barclays still wanted them to get another merchant to back their claim. They had to go pay a local computer shop to look at it and verify their claims. They ultimately won the dispute this way, but they had to put out a little more money.
All in all, I will probably just take this as a $99 lesson not to use the Barclays card again.
wow. this just really sucks.
I am so sorry to hear about this.
Even Citi, which is known for terrible CSRs, was a painless and seamless experience for me when I had to file a dispute for a payment I made on a DEBIT card. I figured it was going to be a nightmare because 1. its a debit card 2. its Citi, but they really came through and make the whole process easy and simple. All it required was 1 phone call, then filling in a form and faxing it back, and done.
I guess I'll just use my Barclays card for stuff I know I absolutely won't return or have problems with, and use my Chase / Wells Fargo / Citi / Discover for those. Then again to be honest, I don't use my Barclays card much.
By the way, anyone have any claims/disputes experience with US Bank?
Good insight. The one thing I usually do is read the merchant rules on chargebacks to ascertain additional insight. I remember BofA asking me for documentation as a condition of processing the dispute however after reviewing the Visa USA chargeback guidelines, I discovered that I didn't have to prove anything. I sent a note to BofA explaining that per Visa rules no proof was needed, and the case was closed in my favor within a week.
This is a good reason to use American Express for purchases. Their merchant agreement covers chargeback policies for defective merchandise.
I'm sorry for the hassle you experienced OP!