[NL], Revolut refuses to correct dispute mistake after hours of livechat
The dispute was raised after a merchant refused to refund me after I made a return. Everything was clear-cut, Proof of return, Proof of delivery to the merchant, Proof of contact with merchant etc.
I tried to make the dispute as clear as possible while filling the dispute, because I already read horror stories online on Revolut customer service.
About an hour after filing the dispute, the dispute was declined, stating Revolut has no dispute rights in cases such as this.
I immediately contacted support and after about 2 hours of chatbots en repeated answers I was told the following:
“After investigating the details of your claim for Goods Not Provided, we reviewed the transaction data alongside the evidence provided. Based on the Visa/Mastercard card scheme rules, we have determined that this transaction does not qualify for a refund through the formal dispute process.”
I LITERALLY EMPHASIZED IN THE DISPUTE THE ISSUE WAS A RETURN SHIPMENT THAT WASN’T REFUNDED.
After another 2 hours in chat, which is endlessly tiring, I was then told the dispute was indeed mistakenly miscategorized and should have been put under the category “Returned goods not refunded”
After this they still refused to resubmit the dispute for me, since a closed dispute is supossedly not able to get reopened.