The European Consumer Centre is raising awareness about fraudulent e-shops that accept payment for goods, including Christmas gifts, but never deliver them and ignore refund requests. However, there’s good news for consumers: money can be recovered without the e-shop’s cooperation if the payment was made online via card or other internet payment methods.
According to Ondřej Tichota, Director of the European Consumer Centre Czech Republic (ESC), customers who paid by card online can contact their bank by phone to inquire about the required documentation. Typically, this includes order confirmation and communication with the seller. The bank then initiates a “chargeback” process, particularly useful in cases of undelivered goods or refund refusals after contract termination.
A real-life example involved a consumer who lost nearly 7,000 crowns on a fraudulent website imitating the official Ecco brand. While the ESC couldn’t directly intervene due to the fraudulent nature, they advised the customer to request a chargeback, which successfully recovered their money.
Consumers can also utilize protection offered by online payment systems like PayPal. These platforms provide buyer protection, allowing customers to file complaints and request refunds if goods aren’t delivered or don’t match descriptions.
For successful chargeback claims, banks require evidence of attempted communication with the merchant, original order details or invoice, and specific product information. While timing requirements vary by bank, generally claims should be filed between 30 to 110 days from the transaction date.