how to approach situation?

[Anonymous]

I bought an item for a friend from an international company overseas, and the item isn't working at all. Should I first contact the seller and try to get a return/exchange or issue a chargeback? Thanks.

[Anonymous]

I believe you must contact the merchant first and give them the opportunity to correct the situation, then if they don't you move for a chargeback. Make sure you operate within the allowed timeframe, which I believe is like 90 days.

[Anonymous]

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@Anonymous wrote:

I believe you must contact the merchant first and give them the opportunity to correct the situation, then if they don't you move for a chargeback. Make sure you operate within the allowed timeframe, which I believe is like 90 days.

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thank you!

[jsucool76]

As Arlo said, always contact the retailer first. It is when they refuse to help/deal with the problem that you then contact your credit card company.

[Anonymous]

sent three emails so far and no responses. either they haven't had time to reply yet or they're avoiding contact. should i give them another week before chargeback? The item I received isn't working and have pics and videos to prove.

[Anonymous]

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@Anonymous wrote:

sent three emails so far and no responses. either they haven't had time to reply yet or they're avoiding contact. should i give them another week before chargeback? The item I received isn't working and have pics and videos to prove.

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Your only obligation is to make a "reasonable" attempt to cure the situation with the merchant. If, in your judgment that fails, I think 14 days should be a sufficient time to allow for them to perform. After that contact your bank and file a dispute.

[Anonymous]

Filed chargeback and the dispute was resolved immediately at the end of the phone call. How come it's resolved that quickly? Is it because the merchant might have been subjected to many chargebacks in the past, so the CC company sides with the consumer?

[jsucool76]

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@Anonymous wrote:

Filed chargeback and the dispute was resolved immediately at the end of the phone call. How come it's resolved that quickly? Is it because the merchant might have been subjected to many chargebacks in the past, so the CC company sides with the consumer?

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What credit card issuer, and product was it? 

Your credit card company can immediately credit your account for the purchase amount, however, if the merchant provides proof to their cause then the credit card company can choose to either let you keep the money, or claw it back.

In this case, it was a defective item. The merchant has no way of disproving that to the credit card company, so your credit card company will eat the charge immediately, and then attempt to get restitution from the merchant. You're in the clear.

[Anonymous]

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@jsucool76 wrote:

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@Anonymous wrote:

Filed chargeback and the dispute was resolved immediately at the end of the phone call. How come it's resolved that quickly? Is it because the merchant might have been subjected to many chargebacks in the past, so the CC company sides with the consumer?

---

What credit card issuer, and product was it? 

Your credit card company can immediately credit your account for the purchase amount, however, if the merchant provides proof to their cause then the credit card company can choose to either let you keep the money, or claw it back.

In this case, it was a defective item. The merchant has no way of disproving that to the credit card company, so your credit card company will eat the charge immediately, and then attempt to get restitution from the merchant. You're in the clear.

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It was capital one and it was like a $58 bean growing machine.

Thanks for your knowledge, jsucool76! Do you think capital one will successful get their money from the merchant in this case?

[jsucool76]

No way to tell. They'll eat the charge though, that's their responsibility.