Global Payments | LinkedIn Top Voice | Co-Host of The Payments Shed Podcast - 400k+ YouTube Channel | Creator of The Payments Shed Newsletter
I had a pretty laughable chargeback reversed by American Express yesterday after the merchant shared this proof of delivery image with them. 👀🧐😂 To be clear, the item never arrived and was never signed for. I am as it stands now £107 out of pocket. As seen in exhibit A below, I had this almost incomprehensible image sent to me by AMEX saying I had received the goods, along with five pages of T&C nonsense the merchant has provided stating that they won’t provide refunds unless you have declined a delivery and the goods are returned to their warehouse. Hard to do when you never received said goods! 🤷♂️ Nice to see the chargeback system working well for all those anti-open banking people who think chargeback protection is just a given for all of your purchases.. Seriously though, how is such a large scheme still running a chargeback system like this, I'm surprised that image wasn't sent to me by fax.
Ok, first I would request a copy of the signature. Secondly, date, it that date clearly you were not home and have a transaction to prove, it is evidence you were not home. Third, recording of any delivery/parcels I have at home to prove incidents like this. Now Grant I have had this happen to me for a PCN ticket suggesting I parked there for 35 hours when in fact I was only there for 2 hours… evidence I had was not telematics data of the car, but my Doorbell showing when I left and arrived home, so when challenges the ticket was squashed. If I couldn't evidence, I would not able to prove my innocence, crazy I know but we are good citizens have to back our case!
That's so poor - things like this really grate me - please make sure you take this all the way!
Grant Evans just call Amex - the customer service for chargebacks is usually better than when you do it online.
I’m now expecting a ceremonial cutting up and burning of the card? If your card provider lets you down like this then don’t use them.
I was just saying the exact same thing it the other day as people commented “what about chargeback” on my wero post. I’ve never had a successful chargeback out of my 5 legitimate attempts. The process was horrendous, time consuming and I never recovered my money…
Hey it’s a Dispute process for a reason. Write Amex to proceed to the next stage; Arbitration. Evidence does not show clear proof. If they choose not to it’s on Amex to refund you and take the loss. Deflecting chargeback with vague evidence is a thing (sad). I see a lazy or unempathetic dispute Analyst to have reviewed this evidence and sent it to you.
That’s shocking. But nice to see AmEx are still keeping at least one, solitary Dot Matrix printer factory in business, somewhere.
I’ve normally found chargeback processes for Amex very good, presuming you have the right evidence and follow the processes - people just don’t post about their good experiences. It doesn’t help when delivery drivers put parcels in a safe place though , which on occasions has been my recycling bin on bin collection day 🙈 As you’ve related it to Open Banking - I’d be keen to here how the experience would have been any better?