I'm going to start off by saying that I do truly apologize for the situation you experienced as far as the unanswered emails and the missed shipping request. This store like most out there right now remains understaffed and backlogged. It's not an excuse as your follow ups should have been caught but it is nonetheless the situation that we are stuck dealing with.
That being said, I take chargebacks incredibly seriously. As per most cardholder agreements out there the consumer is supposed to attempt to cancel the order prior to filing a chargeback to give the retailer the opportunity to cancel it. I will respond to all of these situations the same way. Sometimes I get the person replying back in an apologetic fashion saying they didn't understand the ramifications of a chargeback, other times with the exact same tone I get accused of being condescending. Ultimately at the end of the day I cannot dictate how someone will interpret an email that they are sent as there are people out there of all stripes and sizes.
Quote:
Originally Posted by toyguy99
At the end of the email NMC is asking me to close the dispute before they submit their defense (or they won't send product).
I am not closing the dispute or responding to them as I hope at this point I can just get my money back from the credit card dispute and be done with this store forever. The credit card company told me that I don't need to respond to their email either. As of right now I have a temporary credit on my credit card. So, for anyone who's been through this entire process, what are my chances of winning?
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As Hoffman has already confirmed it is essentially impossible for a retailer to win a dispute. Retailer 101 when interacting with a payment processor is that they expressly inform you from the beginning to NEVER ship out product to a customer when there is an active dispute.
The reason for this is that again, it is essentially impossible to win a chargeback. You can have proof of delivery with signature and still lose. I've had situations where the customer had the card company lump his order from this store in alongside an actual fraudulent charge after his card was compromised just because they were made on the same day. I had a signed letter from the customer confirming that my charge was not fraudulent and they never filed the chargeback, I had been sent proof from them that they informed their card company of this for me to provide in my defence, and yet the case was still decided in his favor and he had to manually e-transfer me the funds before I could ship the order.
So yes, I did inform you that nothing would be shipped until the dispute is closed as a result of the fact that if I would have shipped you those items there was a very high chance that the dispute was still decided in your favor and I would have then been out the items, the funds, and been completely reliant on you repaying me to cover the cost of the goods shipped.
Likewise once a dispute is filed the payment processor puts a lock on the transaction. This is to prevent instances where you accidentally double refund the person by refunding the order and having the funds put on hold from the dispute.
This means that once a chargeback is filed I can no longer manually refund the order on my end, it must be refunded through the dispute, and I cannot ship anything as the risk of losing the items and payment is too high.
Unfortunately, this situation is not helped by the fact that the card companies charge the payment processors high fees (and retailers a much lower fee) every single time a chargeback is filed. I've grown more and more convinced that they deliberately mislead people into thinking the chargeback is the best course of action possible in order to collect these fees.
Either way, it's unfortunate the order did not work out for you and you felt the need to file a chargeback. It's a shame that's now a customer lost as a result of missed emails. That being said I nonetheless wish you the best of luck in your collecting going forward regardless of what store it's being done with.
