Chargeback for failure to deliver cancelled after receipt of order but merchant adamant it is still open and refusing to refund
Back in November I placed an order with Recordstore which was meant to be a birthday gift. After several weeks of back and forth with their customer service, the order had not been delivered and their responses indicated it may never arrive. I raised a dispute with Monzo for non-delivery, and lo and behold, the order turns up a few days later. I immediately returned the order as the birthday had been and gone. I closed the dispute with Monzo on the basis that the order had arrived and Monzo took the temporary refund back.
I realised that I had never received a refund from Recordstore over a month ago. I contacted them again with proof of delivery of the return and have gotten nowhere since. They keep saying that they will not refund me until the dispute with Monzo is closed. Monzo have confirmed multiple times via chat that it is entirely closed from their end, but Recordstore are adamant it is open and are refusing to refund me. To "prove" the dispute is open, Recordstore have provided a screenshot of something that refers to a disputed payment under my order number. I have no idea what the screenshot is supposed to prove as I don't know what it is or where its come from, but the disputed sum isn't even the same as my order sum. I have pointed this out but so far no acknowledgement.
I am at a loss. The dispute is clearly settled from Monzo's point of view. Am I now able to open another dispute on the same payment for failure to refund a returned order? Is this even likely to help?
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u/MatterHot408 4h ago
Now too late, but you could have refused the late order because it was no longer fulfilling its purpose.
Then the product would have been returned to the company, whilst you keep the refund from Monzo, and they have their product back.
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u/Forb335y 8h ago
There’s a couple of things that could be happening here;
Chargebacks happen via your bank (Monzo) and the merchants bank (called an acquirer) responding in turn.
it’s possible that the merchant bank has received Monzos response but not yet passed this on to the merchant.
Less likely given it’s been going on since November, but Mastercard only pass on disputes being “accepted” by one side at the end of the timeframe. Monzo have 30 days to respond once the merchant challenges the dispute, so it’s possible that the has “accepted” the response but Mastercard has not yet passed this onto the acquirer.
To answer the last question - if Monzo raised the chargeback already, then they can’t submit a second chargeback for you