Wise denying chargeback
Long story short - the merchant said in writing "We'll issue you a refund", to me and to a third-party platform, asked for the bank details and then ghosted me. Wise denies the chargeback, claiming this:
[Visa guidelines state that] The cardholder must provide a refund receipt issued by the merchant that includes the following information:
-Date the refund was issued
-Last 4 digits of the card
-Refunded amount
Yeah right, like that's what non-compliant merchants do - issue you a receipt when they want to avoid a refund. I did not find guidelines with such requirements, but found some docs issued by Visa confirming that internet communication is a valid form of confirmation. I have a suspicion that my case was not even once reviewed by a human being, or the person handling it just copy pastes from AI, but that's a whole other rant. The case has been going on for some time, and there were some other confusing requests, starting strongly with "provide us with a separate receipt from a merchant that you actually paid them, no, the transaction screenshot FROM OUR BANK is not good enough". I'm deliberately not going into all details because admitting a refund in writing directly is as clear-cut as possible, but there's that.
I've requested escalation and a call from someone handling my dispute, which would be my last attempt to resolve it directly, and then I'll file a complaint with local financial authorities. Just wanted to share a frustration - it feels like they have some internal guidelines to deny as many requests as possible, and AI will happily hallucinate any bs arguments for it.