Chargeback MasterCard Reason Code 4853

[TheSIL]

Hi folks.
I've been issued with my first chargeback for goods sent from the UK to the US.
The customer purchased through our website using a Mastercard.
The first thing I know, I'm told £120 was due to be taken from bank via Stripe our gateway provider.
I've had no contact with the customer at all. So I go digging.
I have all the docs to prove it was sent and received.
Then I go digging deeper.
I find images of my product being used on Facebook the day before the dispute.
So I'm told to send in any evidence.
Well at the time of the first evidence submission (the same day as receiving the chargeback details) I didn't have the images from facebook, it was a couple of days later I gathered them and emails to prove I had tried to contact the customer with no reply.
Big up Stripe at this point (even with no phone number to call them on). I needed to add this info but there's no facility to add evidence after you have submitted. Well I started to type an email when live chat come up long story short I ended up getting a phone call from Stripe and the submission was reopened. So I added the evidence then went digging.
Now I've just found this.

MasterCard Reason Code 4853
MasterCard reason code 4853, Cardholder Dispute--Defective/Not as Described, involves two types of transaction disputes.

Requirements For a Not As Described Chargeback
Before an issuer can facilitate a not as described chargeback, the financial institution must verify all the requirements have been met.

• The transaction was authorized by the cardholder.
• The items were returned to the merchant or made available for pickup.
• The merchant was contacted by the cardholder but refused to correct merchandise defects or issue a credit. If the cardholder is unable to contact the merchant, the consumer’s attempts and the merchant’s failure to respond must be included in a chargeback filing documentation.

Well needless to say there's not much there that was followed.
Anybody else had this or have any advise.

Thanks in advance.
Glynn

 

[Nochexman]

So, have Stripe taken the money from your account?

 

[TheSIL]

Yes.

Time line as follows
6th April order placed.
9th April Delivered to USA.
14th April in use and images on Facebook.
15th April Disputed email arrives from Stripe.
15th April Money plus fee leave my account.

Now I've just found this from Mastercard themselves.

Chargeback The tables in this section detail the conditions under which a Cardholder Dispute chargeback may be processed.
Goods or Services Were Either Not as Described or Defective Chargeback Condition. The cardholder contacted the issuer claiming all of the following: • The cardholder engaged in the transaction • The cardholder contacted the merchant, or attempted to contact the merchant, to resolve the dispute Merchant contact is optional when the cardholder is a corporate entity with a contractual relationship with the merchant and the transaction is for an amount in excess of what is specified in the contract. In such event the chargeback may be only for the amount of the excessive charge. • The merchant refused to adjust the price, repair or replace the goods or other things of value, or issue a credit • For disputes involving goods: The cardholder returned the goods or informed the merchant the goods were available for pickup And one of the following: • When delivered from the merchant, the goods arrived broken or could not be used for the intended purpose. • Goods and services did not conform to their description. Examples include, but are not limited to: – The cardholder claims that the quality or workmanship of the product is not as described. – The cardholder claims that the specified color, size, or quantity is not as described. • The merchant did not honor the terms and conditions of the contract with the cardholder including, but not limited to, 100 percent money back guarantee, written promises, or return policy.

That's from the Mastercard Chargeback guide PDF from 16 January 2018.

 

[Nochexman]

15th April Disputed email arrives from Stripe.

From your point of view the key issue is what have Stripe said and asked you to do. Are they disputing the chargeback on your behalf?

 

[TheSIL]

All Stripe have done is asked me to submit evidence and that's comprised of the details I've mentioned previously. Apart from that I'm under the impression that's it's all down to the adjudicator for the card company.

 

[Nochexman]

It is down to how well your payment service presents your case. Based on what you have written here you should win your case and get your money (and the dispute fee) back.

 

[TheSIL]

I have no idea really (hence the reason I'm on here) but it would seem to me that someone isn't playing by their own rules. I don't think Stripe are doing much at all apart from passing on messages.