It's incredible the conspiracy theories people come up with. I am more than happy to share every single email that was sent between yourself and this store with anyone who would like to read them. Let me know your order number and I will post screenshots gladly.
People are entitled to treat retailers however they see fit. Unfortunately, the chargeback system as Hoffman stated, is incredibly easy to abuse.
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Originally Posted by Fermix
Do not listen to anything that the owner tells you about Credit Card disputes. He emailed me several times telling me that I was abusing the system and that he was totally in the right. After each emailed I called my credit card company (because it was my first dispute ever and I was concerned) and they always reassured me what Hoffman already said, that I need to either have my money or have the product.
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Everything I have ever told anyone about chargebacks is fact. As per the cardholder agreement (and the message that plays while you wait on hold with most card companies, I know it does for RBC for sure) you are supposed to first attempt to cancel the order with the retailer prior to filing the chargeback. The retailer then has 15 days to process the request. You are not supposed to be able to file a chargeback without first having attempted to cancel the order with the retailer. Unfortunately, most chargeback "specialists" don't do their jobs or due diligence (and many are trained to do just that because of the huge fees card companies collect when they're filed).
Once a dispute is filed there is no refunding. The transaction is put on hold and no refunds can be issued from the retailers end. From what I have gathered based on your messages it seems you are one of those people who filed a chargeback without ever requesting cancellation.
There was an individual that had requested shipment of in-stock products who's emails got missed, it's unfortunate, but it does happen, and instead of requesting cancellation of the items they turned around and filed a chargeback.
As a retailer the first thing the payment process will tell you is once a chargeback is filed DO NOT ship ANYTHING. As Hoffman has already stated it is essentially impossible to win a chargeback even with proof of delivery and signature.
I've had people who's card companies file a chargeback on their behalf without them actually initiating it (they were just calling for info/suggestions) and then outright tell the card company to close the dispute, sent me proof they did so, and still the chargeback was decided in their favor.
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Originally Posted by Fermix
I dont know if it's the same across companies, but once you close a dispute you cannot open it again. I am convinced that knows this and tries to get them shut down so that buyers cannot reopen them again when he inevitably continues his shitty behaviour.
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Most disputes cannot be reopened once closed. That does not have any impact though on receiving a refund from this store whether you convince yourself otherwise or not. If I refused to refund customers I wouldn't list a cancellation policy on the website. I'd simple say "final sale, no cancellations". I process cancellations for people every single day.
As for my "shitty behaviour" if what you were saying was true this store wouldn't still be in operation for over 6 years and have shipped out over 1700 parcels in the last 3 months alone let alone taken over 12,000 orders since the new site went live.
Listen, this store isn't perfect, especially not nowadays being as understaffed as it is. There is no getting around that. Emails get missed. There was recently a huge issue with microsoft emails getting blocked by google and not received. None of the last 2 years has been ideal.
But when you file a chargeback against a store you basically force their hand. The second you filed that chargeback my hands were tied. I could no longer refund you directly as they put a hold on the transaction and I could not ship you the items because there was no way even with proof of delivery I could guarantee I wouldn't be out both the items and the funds. You say your card company informed you of x,y, and z? Well my card processor specifically suggests that once a chargeback is filed no refunds are issued via alternative means and no items are shipped and I'm sure Hoffman can confirm my interpretation of this is in fact correct.
As for your claim about having to accept the BS re-stocking fee I've got good news for you. People aren't charged a restocking fee on cancellations of pre-order items. The re-stocking fee is rightfully so only charged on cancellations of in-stock products. What is charged on the cancellation of pre-order items is a cancellation fee to cover the payment processing costs associated with the transaction. If you do not agree with this policy I would advise not placing an order for pre-order products.
