However when it does happen you need to know how to handle the problem transaction.
My daughter-in-law had created a baby register on a major retailer website when she was expecting our grandson. The grandparents got together and decided to buy the crib for them as a joint baby gift.
I ordered the gift from the registry which meant they would deliver it to the address specified in the registry setup and charged it to a credit card. My daughter-in-law had designated her work address. Unfortunately, she hadn’t updated it after her business moved to a new location.
The crib was returned to the warehouse but my card wasn’t credited.
I was tracking the purchase online so saw the update when it was returned. I waited a couple of days and never heard from the retailer so I opened a customer service ticket. They advised me I would have to reorder the item, but I didn’t want to until I received a credit. They assured me I would be credited within a few days.
This went on for two weeks. I was told several times I had been credited but it never happened. It was time to call in the credit card issuer.
Entering a Dispute
This charge was on my American Express so I went to their website to see how to challenge a charge. They had an online form that made it easy to submit a dispute and identify the appropriate charge along with the reason and what had happened to date.
I received email and written confirmations about the dispute creation along with information on the process and expected timeframe. The disputed amount is removed from bills until their investigation is complete.
The retailer never responded to American Express’ request for information so I was issued the refund. I really don’t know what the breakdown was but am not naming the company because I’ve had many great experiences over the years and still use them.
But I did order the crib again…from a different company.