MasterCard return issues -- Consumer Beware
 

I just got off the phone with Chase. It looks like an item I purchased with my shiny new Sapphire Master Preferred card is not all it is cracked up to be. I am a long time fan of AMEX and the dispute process so this is my first time ever with MC. Basically I purchased an item a month ago and paid with the Master Card. The vendor does not have a no return policy, and even on the receipt did not state no returns. I have an issue with the item and contacted the vendor to be told no returns. I then called Chase who is great. They are trying to work any way they can but said if it was a Visa this case would already be closed in my favor. Basically with MasterCard it does not matter if a vendor has a refund policy or not if you buy it , you own it!! It is consumer beware as I was even told they side with the merchant instead of the consumer, or card holder.

This will be the last time I purchase anything tangible on MC. I will be switching the sapphire and bold to Visa versions, but just wanted to let others know so you do not fall into the same trap. You think when you use your credit card that you have recourse, but with MC you do not have this service. I have actually called the President of MC office and am waiting for a call back as this is not right. Just kicking myself for not putting it on the Amex originally but I had the initial spend on the cards.

Sounds as though it is time to use the billing error procedure--by the way, I agree that it is better to use Amex if you can.

Anyhow, notify Chase at the special billing error address on your bill via u.s. mail (email, fax or phone don't count) with proof of delivery (enclosing a check as payment on your account may do if you note the enclosure in your letter) and follow Fair Credit Billing Act procedures for defective merchandise.

I am skeptical of this explanation. How expensive was the item? What is the nature of your "issue" with the merchandise?

This may be a difference in Chase's relationship with MasterCard versus VISA, but I doubt it is a policy difference. For example:

http://www.mastercard.us/card-benefits.html

Pertinent information is all missing -hard to make anything conclusive from OP's post
 

I have similar doubt as mia does. There is no pertinent, important information provided by the OP -

Specifically, The value of the purchase and the reason WHY the merchandise needs to be returned - defective? not the same as purchased? OP simply has buyer's remorse?

So has the OP disputed the charge and being turned down by Chase because MC cited with the merchant?!

The amount is over $2k so too high for guarantee. It is quality issue. Speaking with MC today. Was told by chase this is issue but now MC is saying it is not correct. They did however say if there is not a documented return policy that it will be more in merchants favor than consumer. So no return policy is bad for consumer rather then being good. Was not denied just taking info relayed by chase rep giving advice on the dispute. I will update with outcome and more details.

I still have no clue what you're saying. Why don't you give us the relevant details now? These sorts of "hit and run" threads don't help anyone.

I think this means that if the merchant does not have a written return policy MasterCard assumes the de facto policy is "no returns". This seems sensible because merchants generally have no obligation to accept returns, and it is the customer's responsibility to check before buying. However, the situation changes if the product is defective, and the transaction could then be formally disputed if it meets the criteria in the Fair Credit Billing Act, and this requires adhering to a very specific written procedure. Telephone calls will not preserve your rights.

A salient point! OP has not mentioned he has the dispute in writing, yet. AFAIK, the dispute must be received within 60 days from the statement on which the charge showed up in order to preserve your right.

Still, we would like to know the issue of the quality that makes the OP unhappy to return a $2K product. I am very skeptical that Visa would side with the cardholder as Chase said, without going thru full investigation as MC now seems doing. Chase CSRs might just offer an easy answer to wash their hands off this dispute.

Why not just go to the store and return it if there is not a return policy?

It might be an online purchase which the merchant does not even have a store front!

It is also odd that one would not verify return policy when making a purchase of a product that costs $2K. I know I would verify it upfront before making such purchase just to make sure in case anything goes wrong, I have a recourse when product turns out is defective or does not perform as stated. What about manufacturer warranty?

Again, the information is too sketchy so much so as the other poster pointed out, the information is of very little help to any one, so far. For all I can imagine, the issue of quality could be an excuse for buyer remorse... because OP has not given exactly what the quality issue is that warrants a return.

Just a quick question as a matter of interest for the future.. Why is AMEX's return protection so much better? Does it also have a $250 limit?
Felicity

AmEx is considered better mostly because their process is more painless.

It depends on the product; some have higher limits.