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.
I thought Lee Valley used FedEx and not the postal service of either of our illustrious gubmints?
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.
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).
Half of the FedEx stuff is delivered by the USPS, here.
Don't remember where the order came out of, but it came US Mail, which adds to my amazement. ;-)
But he said LV only shipped it the previous Thursday. They had it two weeks, no?
That is not an absolute, the merchant has equal chance of winning the dispute. Been there, done that, both winning and loosing a dispute.
That interface has been pretty seamless, IME, at least in this direction. I've ordered a number of things from eBay-ers on that side of the borDER without problems.
I helped. I have rather hefty investment in JessEm stuff. ;-)
Um, did they fondle your package? Was it as good for you as it was for them?
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.
Yes, that is the practice I have seen for quite a few years, IIRC as far back as 1988 in my case.
They are now using UPS here in the states, must have got a better deal. I have had no problems with any of there shipments. 2-3 days from NY to Wis.
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.
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.
I've been dealing with Tiger Direct through the internet almost exclusively for computer parts and equipment (I build custom computers for others) for over six years and have never had a problem. In that time I returned one mother-board that was 'duff' and had the replacement in two days. Yes, they sell 'refurbished' equipment, as well as new. But the refurbished equipment is identified as such and is heavily discounted price wise.
Gil
I've also had companies do rush shipping of replacements with a full charge which is refunded to my card when they get the return, I don't mind that.
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 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.
The sholder plane I ordered Sunday was shipped Monday UPS ground and arrived today. Yes, it was pressed into IMMEDIATE service.
Not too bad for free shipping, huh?
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