Not upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mr S purchased three laptops via an online marketplace using his Revolut debit card but claims the boxes were empty upon delivery. After the marketplace allegedly agreed to refund him but then closed his account, Mr S requested Revolut raise a chargeback. Revolut raised the dispute under 'Merchandise/Services Not Received' but the marketplace defended the claim with evidence showing correct dispatch and collection. The Ombudsman found Revolut fairly considered the chargeback and reasonably declined it, as the marketplace's evidence was more persuasive than Mr S's testimony alone, and an alternative chargeback code would likely have produced the same outcome.

The Ombudsman's reasoning

The Ombudsman found that Revolut reasonably selected the 'Merchandise/Services Not Received' chargeback code and fairly evaluated the evidence. The marketplace's evidence of correct dispatch and collection was more persuasive than Mr S's testimony alone. The generic refund email lacked identifying details and verification. Even if Revolut had used the alternative 'Credit Not Processed' code, the marketplace would likely have defended the claim by denying the goods weren't delivered, resulting in the same outcome.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website