Information Centre >>> It’s Gone Wrong

What can you do?

If the goods you order don’t arrive or you find items on your card you haven’t ordered -

Firstly, don’t panic - the internet is now firmly established as a means of shopping safely and securely and most problems are down to lack of communication somewhere and a quick phone call or e-mail can sort it out - long gone are the days when the smallest error made the headlines and companies are now thoroughly familiar with sorting out the common problems that may arise when shopping online.

Most credit card companies provide specific coverage for fraud, with some companies now targeting internet buyers with specific protection - so often, if a problem is not easily resolved by direct contact with the retailer, they are your first port of call - most internet retailers depend on the income from card users and will not be happy to get on the wrong side of the credit card companies.

Secondly, most retailers belong to one or more schemes that independently monitor and assess the customer service of the site and they can often assist in resolving disputes or problems should they arise

Finally, keep a copy of all transactions and e-mails with the parties concerned (for instance, we have a printable order confirmation and send an automatic confirmation e-mail with each order) so that you can make your position perfectly clear with the retailer and organisations that will help you resolve any disputes - and don’t be fobbed off by cheap excuses about failing servers or lack of staff - demand satisfaction!

If you find a transaction on your card you do not recognise, contact your card issuer and they will help you identify the transaction - sometimes it is simply that you have forgotten the purchase or that you do not recognise the seller as they may be listed on the card statement under a different trading name from the website that they use or may use a 3rd party account that may appear as banks name or have a prefix.