It would be different if no one gave this sort of service. The fact is that
they do (that seem to make loads of money doing it at very competitive
prices). LV gets good money for "service" that others already give, standard.
If this thread is evidence, I don't see where paying for service is working.
So the customer disputes the charge and his credit card company will side
with him unless the merchant can convince them the customer pulled a fast
one. Not only does the customer get his money back, the merchant pays a
service fee for the disputed charge if they can't show they're in the right.
You cannot charge the customer's CC "after the fact" just because you happen
to have his number. You can, however, take the CC info with the stipulation
that it will be charged if the return merchandise is not received in X days.
I've done that a few times for expedited service.
Most merchants will indicate that a new unit will be shipped out but unless
the defective unit is returned a charge will be made against his credit
card. Customer agrees or does not get the replacement. If it is legit,
there is no reason for the customer to disagree. Pretty common practice.
In my experience the merchant needs backup (like UPS tracking) while the
customer usually gets by on his say-so. I've had bank employees tell me
they believe my story, they just can't accept it without evidence.
It is not unusual for a company to have a good solid reason for contesting a
charge protest or claim. Never ever have I had a situation where my word
over the telephone was enough. I have always had to additionally fill out a
claim form with all details and wait for an investigation for a "permanent"
credit. Typically I get an immediate and conditional reversal of charges
however that is not an absolute guarantee of a permanent reversal.
Hmmm. It's been the opposite with me. The two times I've contested a charge
on my Mastercard by filling out a claim form, I've waited up to a month for
the charge back to be credited to my account. At the time, Mastercard has
emailed me to say that the resolution is complete.
Some of the companies I've dealt with will cross-ship parts, with the
agreement that if they don't receive the defective part within a certain
period they'll charge the CC. Sometimes they'll take the CC number up-front
(if they don't already have it).
Honestly, that's sounds a little screwy, especially for Lee Valley. A
Starrett carbide scriber I bought almost a year ago from them, broke about
1/8" of the tip off. Contacting LV, they immediately sent me a replacement
with instructions to send the defective one back in the same box with
included postage paid return label attached.
I'd suspect that the delay might well be attributed to our vaunted postal
delivery system. Compared to what you guys have in the US with really fast
delivery times, our Canadian system is mired some place back many decades.
Yes, the order was regular delivery schedule, but the cost for overnight or
rush type delivery is exorbitant under the Canadian postal service. One
thing people can do with shipped orders from Lee Valley is get the tracking
number from their online account info page and then track it through the
I think our postal system is faster because it has less to deliver and the
same amount of people. Cheaper for over night because they are trained to
On line tracking? LOL. That gets updated for the first time about 1 day
after you receive the package.
UPS eh? We have UPS too. United Polar Express. Our polar bears are the
fasted delivering bears around except when they stop to dine on a seal that
gets too close. The only downside is when the bears get to a customer's
front door to deliver their packages. For some reason, people won't open
their doors to sign for their deliveries. Well, that's not quite correct.
One person did open their door and then he disappeared. Authorities searched
far and wide with no resolution to the sudden disappearance. Only noticeable
thing that was different at the time was that the delivering polars bears
had a lot of gas and were burping frequently.
It may depend on package size and/or value. In the end, whoever the carrier
is, they're initially operating in Canada and that means it's going
somewhere at a fraction of the speed that's enjoyed in the US.
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