Return Merchandise: How to Dispute an ordered item you have returned

Like cancellation of a merchandise or service ordered from a merchant, merchandise can also be returned provided the merchant has a return policy and you, the buyer is following the policy. The reason of dispute for a merchandise return can be many and can be confused with other disputes like “not as described” or “cancelled’.

For example, I canceled an order however, still received it. Hence, I have returned the delivered order. This will fall under the cancellation dispute and not under return of the merchandise dispute as the process of cancelation preceded the process of returning merchandise. Hence, while disputing the return of merchandise one needs to first follow the return policy of the merchant and then if they do not fulfill their promised part, a call for dispute should be made to your bank.

Below are the steps one need to keep in mind to avoid the dispute for the return of the merchandise:

1) When ordering any merchandise, please make sure that it is the one you require. As it is seen that most of the times the reason of return is that there is a change of mind of the cardholder about the requirement of the merchandise.

2) It is important to read the terms and conditions and the return policy of the merchant before buying anything from them. This is majorly applicable to the e-commerce or internet merchants however, apply equally to the retail/ in-store purchases.

3) It is always advisable to check with the retail or store merchants about their policy as it may not always be available on their receipt. More often than not, it is displayed in-store at convenient locations for the buyers to take note of it.

4) Always note the time limit within which the order can be returned. Also, please note if an RMA (return merchandise authorization) number is a necessity as per the policy of the merchant. Most of the times, merchants have this policy where in you first need to contact them to obtain the RMA number and then only you can return the merchandise.

5)    If the merchant has not accepted the return or failed to provide a RMA number or even deny the request to provide the RMA number even when their policy has been followed, then before initiating a dispute make an effort to contact the merchant for refund. If it does not help and merchant still refuses to refund the money or provides other reasons for not issuing a refund or offers an in-store credit, then contact your Bank or Financial Institution or the company handling the dispute cases on their behalf as the case may be.

The merchants are supposed to return the money the way it was taken from the buyer. Hence, it becomes your responsibility also not to accept the refund in any other way than on your credit card. If there is no way you can get the money back on your Credit Card, and if you are accepting it by any other means, then ask the merchant to provide the receipt for it, whether you have taken it in cash or by any other means.

6)   Before filing a dispute one should be clear about their dispute. Please refer to the kinds of dispute I mentioned in my previous post and understand under which claim your situation falls in.

Ex. If you have purchased a product for $100.00 and now are returning the product. It can be that merchant accepts your return however, return only $80.00 citing the remaining amount as non-refundable shipping and handling charges. Hence, it becomes imperative to read their return policy beforehand.

7)    While filing a dispute case for return of the merchandise, please make sure to provide the following information:

a)     Details of return which should include:

1)     Reason for return

2)   Date of return

3)    Method of return (in-store, FedEx/UPS/USPS etc) along with and return receipt.

4)    Return Policy

5)    Details of you effort to resolve with the merchant and this should include:

a)    Dates or correspondence with the merchant.

b)    Response from the merchant.

As advised in the last post on cancellation dispute, always take care while filing a dispute case one should provide full information to the dispute handling team. This helps in reducing the time taken to resolve the dispute as they have all the information required to proceed on the matter. It also reduces unnecessary communication between you and the financial institution or the dispute handling team which otherwise leads to a delay or improper resolution on your credit card dispute.

And also follow the procedure regarding the time lines within which a claim can be filed. It is 60 days from the billing date of the statement on which the disputed charge is appearing.

Please post your review or question as the case may be. If there are any modifications required in the post, I will do it promptly.