Last year, Sam entered into a service agreement with a local company. He was promised deliverables within a span of twenty four hours, but the vendor did not live up to his end of the bargain. Sam had paid hundreds of dollars upfront. The seller refused to answer Sam’s calls and e-mails. After exhausting all resources, Sam finally requested his credit card company to intervene and at his request the payment was reversed.
The vendor disputed the decision but because he did not have adequate documentation to prove service delivery, Sam won.
We have all been there. If you have exhausted all resources and the seller refuses to assist you, don’t worry. There is an additional layer of protection you may be able to tap into — only if you are right and have adequate documentation to tell your side of the story.
The technical term for filing a dispute (and requesting a refund) is known as chargeback. Chargebacks are a very powerful tool but must not be misused. If you have a history of filing repeated chargebacks, chances are that your credit company may not take your future requests seriously. If the vendor is right, he/she could end up losing more money in the form of fines, interest fees, lost transaction costs, lost service time, tarnished reputation, and other tangible and intangible losses.
As a general rule, you must file for a chargeback only if you have genuinely been deprived of your end of the bargain.
Here are some tips to guide you through the process of filing for a chargeback:
Before disputing a credit card transaction, contact your merchant
Write a letter expressing your dissatisfaction with the services/products and request the merchant to refund the money within a certain period of time. A written request can assist you when you file for a chargeback with your credit card company. In the request, provide a strict deadline for merchant to respond and make it clear that you will be pursuing the matter with your credit card company should the merchant fail to address your grievance adequately.
Gather all documentation, contracts, receipts, e-mails, and other communications
A little preparation could go a long way. Keep all the documentation ready before you call your credit card company. Write a letter explaining why you deserve the refund. Some credit card companies accept chargeback requests over the phone, while others may ask you to use an online grievance system.
Once you file the request, the credit card company will notify the merchant
As soon as the credit card company receives your request, it will notify the seller and request further information from your merchant. The seller will be given up to thirty days to dispute your chargeback request. Once all the documentation has been gathered from both parties, the credit card company will make a determination. If the credit card company rules in the merchant’s favor, you will be notified and given another opportunity to dispute the decision (Note: Some companies do not offer this second layer so make a strong case the first time itself).
If the decision is in your favor, the funds will be restored to your account electronically.
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If you have a story about how you filed for a chargeback, do not hesitate to share it in the comments section below.



