Chances of winning a chargeback for an undelivered product!

[BMR]

Hi Guys,

So I ordered a supplement from a not so famous supplement store on 16th June and paid Rs.10,200 via my Axis Bank Vistara Infinite Credit card, and they did not deliver the product for more than 20 days. Finally, I asked them to cancel my order and refund my payment. They were reluctant but finally canceled my order on 6th July.

It's been 5 days and I have been chasing them to give me the RRN / ARN but they are not replying. After reading their reviews, I see that they are frauds and they have done it to a lot of people....so many people have not received their refunds.

I have the screenshots of the WhatsApp conversation with them in which they have mentioned that my refund is processed, as well as their email that states the order is canceled and refunded.

What will be the best way to get my money out? Should I do a chargeback right away, or wait patiently (how long should I be waiting)?

And what are my chances of winning this chargeback, considering the fact that they are crooks and can easily manipulate things?

Thanks for any guidance.

 

[Harry1]

Did you email them or raised a request via chat / phone ?

Yes you can escalate the issue to Nodal officer.

I have emailed them today. In my case , I have all the proofs from merchant where he said he has cancelled my order and will issue a refund but never did.

let’s see how the matter is addressed by axis.

I had mailed them through their dispute portal after filling the application. But those guys probably didn't understand what a dispute means and how to handle it.

 

[Harry1]

Did you email them or raised a request via chat / phone ?

Yes you can escalate the issue to Nodal officer.

I have emailed them today. In my case , I have all the proofs from merchant where he said he has cancelled my order and will issue a refund but never did.

let’s see how the matter is addressed by axis.

Got any update?

I forwarded to nodal officer, but they denied even registering chargeback.

We regret to inform you that we are unable to process your concern from our end. However, we request to kindly coordinate with the swiggy.

 

[BMR]

Got any update?

I forwarded to nodal officer, but they denied even registering chargeback.

We regret to inform you that we are unable to process your concern from our end. However, we request to kindly coordinate with the swiggy.

Hi, @Harry1 I raised the request via chat as well as emailed them last week. I got an SMS that a temporary credit will be provided which will be blocked for 120 days. I have been following up with axis support for 2 days and they keep giving lame reasons that there's a system error..this and that..and that I should wait for 5 more days to see the temporary credit. As @gpbs11 pointed out, you have to do several follow ups to even get a credit.

I have also emailed the nodal officer but got no acknowledgment so far.

So in my case, they have at least raised a dispute. I am not sure what the final outcome will be, as they did not ask me for any supporting document.

I have also opened grievances at PG Portal and consumer helpline as advised by @anirbanm but I doubt if they will do anything.

Can you raise the concern with PNO of Axis?

I also found this form that you can send to their office along with the supporting documents....its worth a try too.

https://campaign.axisbank.com/generic/cardholder-charge-dispute-form-16thjune2021.pdf

 

[BMR]

I guess you can also lodge your concern at https://cms.rbi.org.in/cms/indexpage.html#eng

 

[hariselio]

My experience,

i used airtel axis card for indane gas booking, payment went fine, but booking has not done. So in parallel i made payment using ACE card through GPay. Waited for a week, payment was not refunded airtel was not helpful, so raised dispute with axis chat. Axis support was not willing to raise dispute, but i was insisting her to create dispute showing ACE card transaction. Finally she did raise a dispute and then i completed forgot about it. After couple of days i saw a credit for that transaction and i thought it is from axis side and it is temporary credit till the dispute process is completed. But after few days again one more credit for the same amount and it is very clearly mentioned as "Temporary credit...". So this means, earlier credit was from the merchant side due to failed transaction, but axis still went ahead created another temporary credit and dispute process still in progress.

Anyways, after dispute is over, the temporary credit will reverted back, but why i'm writing my experience here is, Except initial non-willingness from the chat support to raise dispute, i didnt have to follow-up anything with them.

 

[Harry1]

Hi, @Harry1 I raised the request via chat as well as emailed them last week. I got an SMS that a temporary credit will be provided which will be blocked for 120 days. I have been following up with axis support for 2 days and they keep giving lame reasons that there's a system error..this and that..and that I should wait for 5 more days to see the temporary credit. As @gpbs11 pointed out, you have to do several follow ups to even get a credit.

I have also emailed the nodal officer but got no acknowledgment so far.

So in my case, they have at least raised a dispute. I am not sure what the final outcome will be, as they did not ask me for any supporting document.

I have also opened grievances at PG Portal and consumer helpline as advised by @anirbanm but I doubt if they will do anything.

Can you raise the concern with PNO of Axis?

I also found this form that you can send to their office along with the supporting documents....its worth a try too.

https://campaign.axisbank.com/generic/cardholder-charge-dispute-form-16thjune2021.pdf

Yeah, this form is what I had filled in first step to raise via their chat portal.

Will check with PNO.

 

[BMR]

My experience,

i used airtel axis card for indane gas booking, payment went fine, but booking has not done. So in parallel i made payment using ACE card through GPay. Waited for a week, payment was not refunded airtel was not helpful, so raised dispute with axis chat. Axis support was not willing to raise dispute, but i was insisting her to create dispute showing ACE card transaction. Finally she did raise a dispute and then i completed forgot about it. After couple of days i saw a credit for that transaction and i thought it is from axis side and it is temporary credit till the dispute process is completed. But after few days again one more credit for the same amount and it is very clearly mentioned as "Temporary credit...". So this means, earlier credit was from the merchant side due to failed transaction, but axis still went ahead created another temporary credit and dispute process still in progress.

Anyways, after dispute is over, the temporary credit will reverted back, but why i'm writing my experience here is, Except initial non-willingness from the chat support to raise dispute, i didnt have to follow-up anything with them.

Thanks for sharing your experience, gives a ray of hope 🙂

 

[souvikdey2002]

It's matter of Quality vs Quantity.
Citi always preferred Quality over Quantity.
This is the reason now a days they are forced to do these kind of merger because if you can't really penetrate the retail market of India then banking in a larger scale with profit is next to impossible. Only HNI's will not be able to pump up the cashflow as much as retail does.

Yeah I have been banking with Citi for 21 years now. Hardly ever, I had to visit a branch and even when I did , I was treated so well. Prompt resolution to every issue.

 

[souvikdey2002]

Please raise a dispute against the transaction under the category "Money deducted but services not delivered/rendered" to Customer Care.
That's the first thing to do & as a proof please attach those screenshot. Then start following up from there only & escalate until you get the proper resolution.

But isn't there a process to follow, before I reach directly to RBI and consumer court?

I have never done a chargeback, but I believe "card protection" offered by credit card issuers is meant for protecting customers in such scenarios where there is a online dispute.

 

[moonsmart]

Hi Guys,

So I ordered a supplement from a not so famous supplement store on 16th June and paid Rs.10,200 via my Axis Bank Vistara Infinite Credit card, and they did not deliver the product for more than 20 days. Finally, I asked them to cancel my order and refund my payment. They were reluctant but finally canceled my order on 6th July.

It's been 5 days and I have been chasing them to give me the RRN / ARN but they are not replying. After reading their reviews, I see that they are frauds and they have done it to a lot of people....so many people have not received their refunds.

I have the screenshots of the WhatsApp conversation with them in which they have mentioned that my refund is processed, as well as their email that states the order is canceled and refunded.

What will be the best way to get my money out? Should I do a chargeback right away, or wait patiently (how long should I be waiting)?

And what are my chances of winning this chargeback, considering the fact that they are crooks and can easily manipulate things?

Thanks for any guidance.

I disputed a transaction once in SBI cards, it was when the transaction was successful from my end but the merchant (offline) said they haven't received. It was a Bharat QR transaction. Merchant didn't gave the goods obviously, so I went home and after waiting the transaction to get settled or reversed automatically, I disputed the transaction when it didn't settled after 2 days. Received SMS/ email confirmation with SR number and within a week that transaction was removed from the list of transactions.

 

[BMR]

Please raise a dispute against the transaction under the category "Money deducted but services not delivered/rendered" to Customer Care.
That's the first thing to do & as a proof please attach those screenshot. Then start following up from there only & escalate until you get the proper resolution.

Yeah, that is what I have done. In the email, I had attached all the proofs but after getting no response from the email team, I raised the request via chat. The chat agent didn't ask for any proof.

The owner of the business also emailed me saying the refund is processed, and I know he is just bluffing (but he is creating proof for me). I am wondering what could possibly go wrong that could cause the merchant to win theis case.....only axis bank's inability to judge correctly can cause the merchant to win.

 

[SubhankarSubhankar is verified member.]

Hi Guys,

So I ordered a supplement from a not so famous supplement store on 16th June and paid Rs.10,200 via my Axis Bank Vistara Infinite Credit card, and they did not deliver the product for more than 20 days. Finally, I asked them to cancel my order and refund my payment. They were reluctant but finally canceled my order on 6th July.

It's been 5 days and I have been chasing them to give me the RRN / ARN but they are not replying. After reading their reviews, I see that they are frauds and they have done it to a lot of people....so many people have not received their refunds.

I have the screenshots of the WhatsApp conversation with them in which they have mentioned that my refund is processed, as well as their email that states the order is canceled and refunded.

What will be the best way to get my money out? Should I do a chargeback right away, or wait patiently (how long should I be waiting)?

And what are my chances of winning this chargeback, considering the fact that they are crooks and can easily manipulate things?

Thanks for any guidance.

You can certainly do. They'll be asked to show the delivery status of the order, and if they fail to show, you'll definitely get you chargeback. Try mailing to PNO. As if they even fail, in 30 days, reach out to RBI Ombudsman

 

[Harry1]

Yeah, this form is what I had filled in first step to raise via their chat portal.

Will check with PNO.

After raising to PNO, they finally created a case and I even got an email saying amount is credited to your account. Although I can't see the credit yet. Didn't mention anything like temporary credit or permanent credit.

 

[BMR]

After raising to PNO, they finally created a case and I even got an email saying amount is credited to your account. Although I can't see the credit yet. Didn't mention anything like temporary credit or permanent credit.

Wait for 2-3 days and then follow up.

In my case, the pno finally replied and gave a temporary credit which I cannot use. In 45 days, merchant bank is supposed to reply back. If the merchant bank declines the chargeback claim, the case will move to next level and it will take 120 days for final decision. All the days are counted from the date when chargeback was raised.

The seller messaged me that I did a dispute and that he has told razorpay to refund the amount. But I have not seen any refund so far. I think this seller will wait for full 120 days. Sick.

 

[Harry1]

Wait for 2-3 days and then follow up.

In my case, the pno finally replied and gave a temporary credit which I cannot use. In 45 days, merchant bank is supposed to reply back. If the merchant bank declines the chargeback claim, the case will move to next level and it will take 120 days for final decision. All the days are counted from the date when chargeback was raised.

The seller messaged me that I did a dispute and that he has told razorpay to refund the amount. But I have not seen any refund so far. I think this seller will wait for full 120 days. Sick.

I can see the credit now in axis app. So that means it is permanent credit? Or there is possibility of reversal again?

They didn't tell me anything like temporary or permanent credit. Just got a mail that service request is resolved and account is credited with xx amount on xx date and time.

 

[BMR]

I can see the credit now in axis app. So that means it is permanent credit? Or there is possibility of reversal again?

They didn't tell me anything like temporary or permanent credit. Just got a mail that service request is resolved and account is credited with xx amount on xx date and time.

It’s a permanent credit then. Glad the matter was resolved for you. Hope I meet with the same fate. I will keep everyone posted.

 

[BMR]

Hi Guys

Good news. After escalating to pno , the case was finally resolved in my favor and refund was issued.

I kept messaging the merchant and he confirmed that he has asked razorpay to refund. Upon getting this confirmation , I emailed razorpay and they confirmed that the case has been resolved in my favor but axis bank took whole 45 days to pass the judgement , which they say is the protocol. Any chargeback case is resolved in the first 45 days and if the dispute continues , it goes on for 120 days.

I am glad I got my money back. Thanks guys for your help and support 🙏

 

[Harry1]

Hi Guys

Good news. After escalating to pno , the case was finally resolved in my favor and refund was issued.

I kept messaging the merchant and he confirmed that he has asked razorpay to refund. Upon getting this confirmation , I emailed razorpay and they confirmed that the case has been resolved in my favor but axis bank took whole 45 days to pass the judgement , which they say is the protocol. Any chargeback case is resolved in the first 45 days and if the dispute continues , it goes on for 120 days.

I am glad I got my money back. Thanks guys for your help and support 🙏

You never got temporary credit also?
Citi closed the case within a week only (2-3 days for temporary credit).

 

[BMR]

You never got temporary credit also?
Citi closed the case within a week only (2-3 days for temporary credit).

Yes I had received temporary credit after following up with customer support for 10 days and escalating it to pno.

 

[BMR]

Guys,

Just an update. I finally got the refund exactly 45 days after raising the chargeback, although the merchant had confirmed the refund in my favor much earlier, axis waited for full 45-day TAT to issue the refund. Glad the chapter is finally over. Thank you to the community for their valuable inputs and assistance 🙂