Orion said the bank had not sought the chargebacks for the correct reason. He said it should have used the code for “fraud”, not the code for “defective/not as described”.
Our investigation
We were satisfied the bank had used the correct code because Orion was, in essence, complaining that the trader had misrepresented its services. The bank could not have used the code for “fraud” because Orion himself had made the transactions. He had not been deceived into making the transactions; rather, he was alleging he had been deceived about the nature of what those transactions would buy, that is, the nature of the service he would receive. We were also satisfied the bank had acted correctly in attempting the chargebacks – even though it had warned Orion its attempts were unlikely to succeed – and then in asking the credit card company, MasterCard, to arbitrate when the trader disputed chargebacks.
Outcome
We did not uphold Orion’s complaint.
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