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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 19:18 - 24 Mar 2014    Post subject: Waiting for an online order... Reply with quote
Ok, just a quick one:

Ordered some stuff from a website almost 2 weeks ago (website states "most" orders dispatched within 7 days), payment left card day after ordering (paid extra for tracked delivery too so could arrange for someone to be in).

Since then there's been no info whatsoever, however one item has increased in price by quite a bit on the site.

Going to email them v soon (thinking I've been reasonable enough waiting for 2 weeks), but the fact that 1 item has increased in price a lot bothers me a bit.

I'm ok waiting a bit longer (I'd rather have the stuff than money back, provided it's in a reasonable time), but am a little bothered that they could be stalling for me to cancel (I've had similar happen before only for orders to be cancelled when I've queried, not from this site though).

Am I as well just firing off the email? or is there a time beyond which they cannot just cancel themselves? (I know they could become awkward anyway, pushing me to cancel, but since it's bike parts I presume it would be worth giving you guys a heads up if that happens)

TL:DR stuff not here and no info after waiting almost double their "usual" dispatch timeframe (and paying for tracking), email now or wait until X days have elapsed?
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doggone
World Chat Champion



Joined: 20 May 2004
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PostPosted: 19:22 - 24 Mar 2014    Post subject: Reply with quote
Definitely time for an email (but keep the tone amiable!)
They may have a perfectly sound reason like the dog ate the last one in stock, or John broke his leg and they are behind...

You only have a month or so to do a charge back on the card if they are about to go bust or something.
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Lord Percy
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Joined: 03 Aug 2012
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PostPosted: 19:22 - 24 Mar 2014    Post subject: Reply with quote
Yeah I would get in touch, maybe tell a little white lie and just send a message to ask what's going on because you're on a tight timescale or something.
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Mark_F
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Joined: 22 Jul 2013
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PostPosted: 19:27 - 24 Mar 2014    Post subject: Reply with quote
Ok thanks, email sent, will see what happens Thumbs Up
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gavcarter
Could Be A Chat Bot



Joined: 28 Mar 2009
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PostPosted: 19:38 - 24 Mar 2014    Post subject: Reply with quote
I get this quite often usually with ebay though - people message saying where my item I want refund blah blah blah - if they had bothered to read any details of the the listings then they would have been expecting the item in 5-7 working days and not in a day and a half time.

Wish all my sales where as patient as you I would have no troubles lol
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misscrabstick
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Joined: 05 Jul 2013
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PostPosted: 20:05 - 24 Mar 2014    Post subject: Reply with quote
Your probably a victim of drop selling, happened to me recently with some discs for my Pan Euro, the seller does not keep any stock and orders from a third party, this falls down often when the third party delivers slow for what ever reason maybe even having to order from a fourth party!
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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 20:16 - 24 Mar 2014    Post subject: Reply with quote
gavcarter wrote:
I get this quite often usually with ebay though - people message saying where my item I want refund blah blah blah - if they had bothered to read any details of the the listings then they would have been expecting the item in 5-7 working days and not in a day and a half time.

Wish all my sales where as patient as you I would have no troubles lol


I know how things can be on ebay, so I don't sell anything there. Obviously I'd rather be reasonable, but the fact they haven't emailed since (even just to say they are waiting for delivery of something) is a smidge annoying.

misscrabstick wrote:
Your probably a victim of drop selling, happened to me recently with some discs for my Pan Euro, the seller does not keep any stock and orders from a third party, this falls down often when the third party delivers slow for what ever reason maybe even having to order from a fourth party!


Probably (and given the site it's something I kinda half expected). It's just the lack of info!

While I know sending emails to customers (if they're well trafficked) can be time consuming, I don't think it's out of the question that an update is sent if an order doesn't progress after a certain timeframe. Yes they may be busy, but we who buy from them can be busy too!
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Ste
Not Work Safe



Joined: 01 Sep 2002
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PostPosted: 20:16 - 24 Mar 2014    Post subject: Reply with quote
E-mail them and they'll be able to tell you what's happening and how long you've got the option to cancel the order.

Most orders dispatched within 7 days is incredibly vague so your order could be weeks away still.

What website is it?
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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 20:21 - 24 Mar 2014    Post subject: Reply with quote
Ste wrote:
What website is it?


Depends what they do, if they cancel (having not bothered to let me know without me asking), you'll know. If they sort it reasonably, you won't (but I'll post something either way) Thumbs Up
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iooi
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Joined: 14 Jan 2007
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PostPosted: 13:27 - 25 Mar 2014    Post subject: Reply with quote
doggone wrote:
You only have a month or so to do a charge back on the card if they are about to go bust or something.



Laughing Embarassed Twisted Evil

If you are going to post something at least make sure its correct....

Chargebacks is 120 days. upto a max of 540 (only in special situations)

Visa you have to allow the retailer 15 days from debit date to deliver the goods before a chargeback for non receipt can be actioned.
Cancel the order and as you can guess... Non receipt is out of the window.
You are then down to your legal rights (SGA & DSR). So in reality taking the co to court via the small claims court.
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Tamsin
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Joined: 07 Mar 2014
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PostPosted: 14:04 - 25 Mar 2014    Post subject: Reply with quote
Is it a reputable website or one you found that seems like a bargain price for the goods.

Also, did you pay on debit/credit/charge card?

if its on debit card then I think you are going to have to rely on them to sort it and go down SOGA route if you have no joy

if its credit card and you decide to dispute it then you need to raise it within 3 months of the charge debiting your account in order to dispute as non-recieved goods (the 120 days outlined earlier is for the process to be completed, not for escalation) and you have protection under section 75 of the CCA for any items within the order over £100.

Chargecards are theoretically the same as debit cards in this scenario, but some card providers do treat them in a similar way to credit cards....

(4 years with highstreet bank, and now 4.5years with major credit card co)
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doggone
World Chat Champion



Joined: 20 May 2004
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PostPosted: 14:07 - 25 Mar 2014    Post subject: Reply with quote
iooi wrote:
doggone wrote:
You only have a month or so to do a charge back on the card if they are about to go bust or something.



Laughing Embarassed Twisted Evil

If you are going to post something at least make sure its correct....

Chargebacks is 120 days. upto a max of 540 (only in special situations)

Visa you have to allow the retailer 15 days from debit date to deliver the goods before a chargeback for non receipt can be actioned.
Cancel the order and as you can guess... Non receipt is out of the window.
You are then down to your legal rights (SGA & DSR). So in reality taking the co to court via the small claims court.


It's 45 days on my mastercard and 15 days have gone already.
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iooi
Super Spammer



Joined: 14 Jan 2007
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PostPosted: 16:13 - 25 Mar 2014    Post subject: Reply with quote
doggone wrote:
It's 45 days on my mastercard and 15 days have gone already.


Quote:
From MasterCard regs
3.26 Message Reason Code 4855—Goods or Services Not
Provided
The following topics describe the proper and improper use of message reason
code 4855.
3.26.1 Proper Use of Message Reason Code 4855
In cases where the chargeback is processed more than 120-days from the
Central Site Business Date, the cardholder letter or form or other supporting
documentation, as applicable, must state the expected delivery date as
conveyed by the merchant. The cardholder must detail in the cardholder letter,
form, or email the goods/services that the cardholder expected to receive or
that the merchant represented to have given.
The issuer may use message reason code 4855 when the cardholder or his or
her authorized representative did not receive goods or services that were to be
shipped, delivered, or otherwise provided.
The cardholder letter or Expedited Billing Dispute Resolution Process (Form
411) must document that the cardholder engaged in the transaction and that
the cardholder or someone that the cardholder authorized did not receive the
goods or services that were to be provided.
The cardholder letter or form or other supporting documentation, as applicable,
must state the expected delivery date as conveyed by the merchant.
The issuer must wait until the specified delivery date has passed before
charging back the transaction. For example, if the delivery date is 1 June, the
issuer cannot submit the chargeback before 1 June. If there is no specified
delivery date, the issuer must wait 30 calendar days after the transaction date
before charging back, and be within 120 days from the Central Site Business
Date of the original presented transaction.
The issuer may charge back the transaction before the specified delivery date
if it is established that the merchant will not provide the goods or services
because, for example, it is no longer in business.
For a Debit MasterCard purchase with cash back transaction, an issuer can
submit this chargeback only for the purchase amount or a portion thereof. The
issuer must submit the First Chargeback/1442 message with a Function Code of
453 (Partial Amount). An issuer must not submit a chargeback for the cash back
amount, or any portion thereof, using this reason code.
Cancellations. The issuer may use message reason code 4855 if the cardholder
cancelled the merchandise order and never received the merchandise or a credit
from the merchant, or if the cardholder cancelled a request for services before


Perhaps you need to have a word with your card provider Thumbs Up

Quote:

Time Frame
The 120–calendar-day time frame is calculated as follows:
• In cases involved in the provision of goods or services, the 120-day
time frame for the initial chargeback is calculated from the Central
Site Business Date of the first presentment.
• In cases involving delayed delivery of goods or services, the 120-day
initial chargeback time frame is calculated from the latest anticipated
date that the goods or services were to be provided.
• In cases involving interrupted services, MasterCard calculates the
120-day time frame from the date the cardholder becomes aware that
the service ceased. In no case shall the chargeback processing time
frame exceed 540 days (approximately 18 months) from the Central
Site Business Date of the first presentment.

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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 22:42 - 25 Mar 2014    Post subject: Reply with quote
MissTamsin wrote:
Is it a reputable website or one you found that seems like a bargain price for the goods.


I know of it as they were recommended on another forum.

Quick update, they emailed back, one item is coming from overseas.

If the charge back period is 3 months, there will be no real problem (apart from me wanting the stuff still), as I said earlier I'm happy to wait a reasonable amount of time providing I get the gear Smile.

The bits are to sort a couple of tatty bits on my bike that need sorting, and a couple of bits I need to give it a service etc, ready to start looking for it's replacement (I do want it all now, but the world doesn't work that way, and I haven't been able to order earlier as I can't take delivery due to work and have needed someone to be available to place the order in the first place).
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Old Git Racing
World Chat Champion



Joined: 08 Aug 2009
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PostPosted: 23:36 - 25 Mar 2014    Post subject: Reply with quote
Mark_F wrote:


The bits are to sort a couple of tatty bits on my bike that need sorting, and a couple of bits I need to give it a service etc, ready to start looking for it's replacement (I do want it all now, but the world doesn't work that way, and I haven't been able to order earlier as I can't take delivery due to work and have needed someone to be available to place the order in the first place).


So you want to replace a couple of bits and service your bike but you need to get the bits on-line. If you want to do it now the world does work that way if you just go buy the bits from a shop instead of doing it on-line.

OGR
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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 23:58 - 25 Mar 2014    Post subject: Reply with quote
Old Git Racing wrote:

If you want to do it now the world does work that way if you just go buy the bits from a shop instead of doing it on-line.


Work is kinda in the way ATM, and they aren't all "off the shelf" bits.
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iooi
Super Spammer



Joined: 14 Jan 2007
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PostPosted: 06:42 - 26 Mar 2014    Post subject: Reply with quote
Mark_F wrote:

I know of it as they were recommended on another forum.

Quick update, they emailed back, one item is coming from overseas.

If the charge back period is 3 months, there will be no real problem


Wow... Recommended on a forum.... Done any other checking on the co?

Why are you not posting who they are?

That way people can be aware of the company (even legit big boys fuck up from time to time) and you will then know to act sooner than later.
Wish I had a £ for everytime I heard "Its coming from oversea's" "Be with you soon"
Next thing you know you are out of time to act and have lost the cash.

If yu name then then you can come back when its resolved and tell us how it went.....
Something very few people ever do Twisted Evil
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Ste
Not Work Safe



Joined: 01 Sep 2002
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PostPosted: 12:29 - 26 Mar 2014    Post subject: Reply with quote
What parts is it you're after?
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P.addy
Red Rocket



Joined: 14 Feb 2008
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PostPosted: 12:59 - 26 Mar 2014    Post subject: Reply with quote
Ste wrote:
What parts is it you're after?


2 long weights.
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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 17:45 - 26 Mar 2014    Post subject: Reply with quote
Paddy. wrote:
Ste wrote:
What parts is it you're after?


2 long weights.


Nah, I do have limits Wink

The bit that they're waiting for is the housing for the clocks (no clocks, just the plastic back), which I can't see people ordering too often (though I doubt it'll be unheard of).
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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 16:39 - 02 Apr 2014    Post subject: Reply with quote
Got my gear (at last).

Asked several times for approximate timescales (I don't think that's too much to ask), which they never gave. Decided that if I didn't get it by a certain date, I'd charge back, but the full order arrived today (3 full weeks after ordering).
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lihp
World Chat Champion



Joined: 22 Sep 2010
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PostPosted: 16:42 - 02 Apr 2014    Post subject: Reply with quote
Where did you order from?

I had to wait almost 7 weeks for a head gasket from Suzuki as it had to come from Japan
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Mark_F
Crazy Courier



Joined: 22 Jul 2013
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PostPosted: 17:13 - 02 Apr 2014    Post subject: Reply with quote
PhilDawson8270 wrote:
Where did you order from?

I had to wait almost 7 weeks for a head gasket from Suzuki as it had to come from Japan


I didn't have a problem per-se with waiting, just the not knowing (and the "usually dispatched within 7 days" thing). If they had bothered to mention it (waiting for something from Japan), I wouldn't have felt the need to start the thread, but they didn't bother...
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