I am the merchant of a furniture store on the web. We shiped an entertainment center to an out of state customer whom refused the item due to a minor damage that could easily repaired. Anyhow. Our policies state which they have to read and agree before purchaseing that refused items are not allowed due to the nature of the products we are shipping, Etc. Anyhow the customer unpackaged it first before refusing and refused the item with the shippers with no packaging to get it returned to us, So now 10 states away there is a completely unpackaged entertainment center. They have disputed with Visa. Does anybody think I will have a chance on winning this kind of dispute for refused goods? Thank You
We ship large items like you, but not furniture and generally speaking the credit card company will side with the consumer unless you (the merchant) has something SIGNED by them regarding your 'Return Policy'.
Our policy is to inform the customer prior to our shipping the product of our freight damage concerns. Briefly here is what our policy says:
Shipping & Deliveries
All deliveries are curbside. Pro Pools' responsibility with respect to shipments made by common carrier ends with the issues of the bill of lading. Inspect all product shipments and report any damages or shortages should be noted on the receiving freight bill and filed with the delivering carrier. Inspect all cartons and note any possible damage on the freight bill prior to signing for receipt of the products. All shipments are scheduled for residential delivery; however we will not pay for, be responsible for or reimburse for any additional residential delivery fees in which a truck with a lift gate is or has been requested by the receiver. Shipments which arrive by common carrier are to be unloaded by the receiver. (It is possible to remove any banding or securing measures from the shipment and unload the pool shipments one carton at a time.)
Aditionally we have a Freight Included Link on all of our pages.
We have found that unless you get a signature on a document the customer wins. We have won many cases in which we have faxed the customer our documentation, they sign and fax back. Then we have over a 95% success rate on not getting a chargeback.
Hope this helps.
[edited by: lorax at 11:33 am (utc) on Feb. 13, 2006]
Thank You for your reply. We have a link on our website and before we accept their money on our website they have to read our policies and click the box at checkout that states. " I have Read and Accept the Shipping and Return policy terms and conditions. Do you think that counts or does it literally have to be a signature on it. Thank You for your time.
Your going to have to have them sign something and fax it to you if you want protection or just take the occasional hit. All the protections are on the consumer. The merchants have very little protection. It is designed that way to get people to use credit. Also it would help to package things a lot better so that it can take a pretty good hit.
The Item Was $1198.00 including shipping which was $195.00. Can I just give him a refund then Minus the shipping do you think. The actual shipping on it cost us $350.00 Our policies state that refusals for any reason result in actual shipping charges which are typically much higher then our flat rate. Do you think if I just went ahead and credit the customer all but the $350.00 That would fly with Visa? Thank You
We have had very similar disputes (different product line but exact sme situation) and have a 95% win ratio. hen responding we found that you need to provide a copy of the policy, printed pages on how they found it and proof that they could of easily found or read your policies. By submitting this we have had 95% reversed even though we do not have the signature.