Chargeback Case: Who do you think will win?
Subject: Transaction Dispute - Goods Not Received (Total: $10,500.00 USD)
1. Transaction Details
All payments were processed via Heartland Payment Systems:
- Invoice #1005: $1,000.00 USD (Paid on 09-03-2026)
- Invoice #1006: $6,000.00 USD (Paid on 09-06-2026)
- Invoice #1012: $1,500.00 USD (Paid on 09-16-2026)
- Invoice #1013: $2,000.00 USD (Paid on 09-27-2026)
- Total Disputed Amount: $10,500.00 USD (8,000$ for the first item and 2,500$ for the second item)
2. Summary of the Incident
- Non-Delivery of Purchased Items:
Despite payment, I have not received either of the purchased items because both packages were lost in transit (Stuck at “Dropped off at The UPS Store by Customer" for 1~2 weeks).
- Seller's Negligence with Shipping Carrier:
The seller was fully aware of the delivery issues that occurred when shipping the first item via UPS. Despite my explicit request to use FedEx for the second item to prevent further loss, the seller ignored my instruction and used UPS again, directly resulting in the second package also being lost.
- Deceptive Behavior Regarding Insurance:
The seller acted in bad faith and lied or confused about resolving the issue. He explicitly claimed he had filed an insurance claim for the lost package on Friday, September 25th. However, when pressed for proof, he admitted this was a lie and that the claim was not actually filed until October 1st. (A screenshot of the claim is attached as evidence in our text message).
- Refusal to Refund:
To date, I have explicitly requested an immediate refund of $10,500 or a replacement for the lost items. However, the merchant has refused to issue the refund, unreasonably withholding my funds under the excuse of waiting for their own carrier insurance payout.
As a consumer, I should not be held financially responsible for the merchant's internal shipping failures or their pending insurance claims. I paid for goods that were never delivered to me.
3. Enclosures for Evidence
To support my claim, I have attached the following documents:
Copies of the four Heartland Payment paid invoices.
A full transcript of the SMS communication with the seller, clearly showing his admission of the lost packages and his failure to refund my money.
Shipping Labels and tracking updates