Not upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mr C purchased three laptops for $3,120.84 using his Revolut debit card from an online marketplace, claiming they were all faulty and would not turn on. When his marketplace account was blocked, preventing him from returning the goods, he requested a chargeback from Revolut. Revolut attempted the chargeback but declined to pursue it after the merchant responded that the goods were received undamaged and required signed trackable proof of return. The ombudsman found Revolut's decision fair because Mr C failed to demonstrate a valid return attempt, the evidence of fault was weak, and the merchant's concerns about returns/refund abuse raised legitimate questions about the claim's prospects of success.

The Ombudsman's reasoning

The ombudsman found that Revolut fairly declined the chargeback because: (1) Mr C failed to demonstrate a valid attempt to return the merchandise as required by chargeback rules; (2) the evidence was insufficient - three identical brand new sealed laptops all having the same fault was unusual, and the diagnostics report was general and weak; (3) the merchant's concerns about returns/refund abuse and the unclear ownership of the marketplace account raised valid concerns about the claim's prospects of success; (4) although the wrong reason code may have been used, it did not affect how the dispute was considered or the outcome.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website