{"id":5798,"date":"2020-09-23T10:10:09","date_gmt":"2020-09-23T10:10:09","guid":{"rendered":"https:\/\/newmoneyreview.com\/?p=5798"},"modified":"2020-10-21T11:49:52","modified_gmt":"2020-10-21T11:49:52","slug":"the-cost-of-trust","status":"publish","type":"post","link":"https:\/\/newmoneyreview.com\/index.php\/2020\/09\/23\/the-cost-of-trust\/","title":{"rendered":"No-refund complaints soar with Covid"},"content":{"rendered":"

When the UK imposed its first coronavirus lockdown on 16 March, some consumers found they couldn\u2019t get their money back for services they had paid for but were no longer able to use: the seller refused to offer a refund.<\/p>\n

One of the worst offenders was Hoseasons, which operates holiday accommodation in the UK. Its customers were told to rebook or accept a voucher rather than being offered their cash back. Hoseasons is owned by private equity firm Platinum Equity.<\/p>\n

\u201cThe way they have treated customers during this pandemic is shocking,\u201d one client said on Trustpilot in April.<\/p>\n

\u201cThe way they have treated customers during this pandemic is shocking\u201d<\/p><\/blockquote>\n

\u201cWe didn\u2019t choose to cancel, they cancelled, but we are still not entitled to a refund. All you get is a pathetic voucher and a more expensive holiday if you book it for later in the year. Hoseasons\u2019 management are just greedy!\u201d the client complained.<\/p>\n

The travel firm was forced to reverse its stance when the UK\u2019s Competition and Markets Authority (CMA), which looks after consumers\u2019 rights, started an investigation into the company.<\/p>\n

By June Hoseasons had agreed to offer full refunds<\/a> to customers who had booked holiday homes but could not stay in them post-lockdown.<\/p>\n

The firm now makes a virtue of its willingness to repay consumers: on its website<\/a> it advertises a \u2018full refund if we have to cancel your holiday\u2019.<\/p>\n

But the case illustrates a wider problem. According to the CMA<\/a>, the number of complaints it receives relating to cancellations and refunds has shot up since the beginning of the pandemic, while complaints over pricing and misleading claims have dropped.<\/p>\n

\"\"<\/p>\n

The regulator says the worst culprits in the no-refund stakes were large companies supplying services to do with travel, holidays and accommodation.<\/p>\n

The fallback is chargeback<\/strong><\/p>\n

Fortunately, for UK consumers stuck in a similar situation, there are other ways to get your money back.<\/p>\n

The most reliable route\u2014but which only applies if a customer has spent between \u00a3100 and \u00a330,000 and only by credit card\u2014is to claim directly from the credit card provider, who bears joint responsibility with the retailer or trader for any breach of contract or misrepresentation.<\/p>\n

For those paying by debit card or anyone paying a small amount by credit card, the fallback is to rely on a less legally secure option\u2014making a chargeback.<\/p>\n

The ultimate say over whether clients get their money back rests with the bank<\/p><\/blockquote>\n

Chargebacks are agreed between financial institutions and card schemes, such as American Express, Mastercard and Visa. But the ultimate say over whether clients get their money back rests with the bank issuing the card.<\/p>\n

The UK\u2019s Financial Ombudsman Service (FOS), which has no enforcement powers, has said it expects banks to try a chargeback if there\u2019s a reasonable prospect of success.<\/p>\n

But Which magazine reported in April<\/a> that banks had been treating very similar chargeback cases differently.<\/p>\n

According to Which, some banks had helped refund consumer cash when businesses had only offered credit notes or vouchers. But other banks in the same situation had rejected chargebacks on the basis that the businesses had tried to offer a suitable alternative.<\/p>\n

Which asked a number of card-issuing UK banks to explain their chargeback policy but most were vague in response.<\/p>\n

\u201cEvery chargeback and dispute is different, and each case will need to be assessed on a case-by-case basis with the customer to work out the best solution,\u201d Metro Bank told Which at the time.<\/p>\n

\u201cThis is because the terms and conditions of the contract between the customer and the merchant will vary so a one-size-fits-all policy doesn\u2019t work.\u201d<\/p>\n

For its part, the CMA says that in most cases it would expect a business to offer a full refund to clients if it had cancelled a contract without providing any of the promised goods or services, if no service is provided as a result of lockdown-related restrictions, or if a consumer cancels a contract because of lockdown restrictions.<\/p>\n

But the CMA\u2019s powers only go so far: it says it has no power to force airlines to refund customers, and aggrieved consumers will have to take up their case with the UK\u2019s Civil Aviation Authority.<\/p>\n

Murky rights and costs <\/strong><\/p>\n

If the vagueness of chargeback rights seems a recipe for confusion, card firms and banks keep them in place because they are valued by consumers.<\/p>\n

According to Lana Swartz, an assistant professor of media studies at the University of Virginia and a specialist in digital money and payments<\/a>, chargebacks play an important role in bringing a consumer and a card company into a relationship of trust<\/p>\n

In her book, \u2018New money\u2014how payment became social media\u2019, Swartz compares paying with a card and paying with cash.<\/p>\n

\u201cThe card issuer becomes a guardian of the cardholder\u2019s financial interests\u201d<\/p><\/blockquote>\n

\u201cFor those who exchanged their cash for goods or services, it was buyer beware,\u201d she says.<\/p>\n

By allowing cardholders to revoke payment through chargeback, the card firm extends the relationship of trust from a point in time\u2014the moment of payment\u2014to a period of weeks and months.<\/p>\n

\u201cThe card issuer becomes a guardian and a steward of the cardholder\u2019s financial interests,\u201d says Swartz.<\/p>\n

But the underlying risks and costs of chargeback are opaque.<\/p>\n

According to Swartz, US card providers typically charge merchants about 1 percent of each transaction for chargeback risk, a cost that ends up being borne by consumers as it\u2019s built into sales prices.<\/p>\n

But card providers can levy a much higher chargeback rate–up to 4 percent\u2014for perceived high-risk online business, such as pornography, Swartz says.<\/p>\n

Confusingly, third-party payment processing companies\u2014who act as intermediaries between the merchants of goods and services and banks\u2014often prefer high-risk payments business, Swartz says, despite the likelihood of being hit by larger requests for refunds.<\/p>\n

For these middlemen, \u201cthe ideal customer is one who is considered the riskiest\u2014and therefore can be charged the highest prices\u2014but who doesn\u2019t actually generate that many chargebacks and, crucially, is not actually doing anything illegal,\u201d Swartz says.<\/p>\n

The higher-margin payments business generated by pornography, gambling and other adult services is risky all the same. Wirecard, the German payments firm that collapsed so spectacularly this year, specialised in it<\/a>.<\/p>\n

Paying for protection<\/strong><\/p>\n

The consumer protection promise that underlies chargebacks\u2014and any offer of compensation for a financial transaction that goes wrong\u2014is ultimately just a form of insurance.<\/p>\n

According to Nilixa Devlukia, a former payments regulator and now a consultant, the terms and cost of this insurance should become more explicit.<\/p>\n

She says this year\u2019s consumer payments problems have highlighted the need for further transparency about refund rights following payments made with debit or credit cards.<\/p>\n

\u201cGiven what happened during Covid\u2014when people did or didn\u2019t get their money back and the challenges they had\u2014I think suddenly there is more of an interest in consumer protection,\u201d she told New Money Review<\/em>.<\/p>\n

\u201cPeople are going to think, \u2018How am I paying for this and what protection is it going to give me?\u2019\u201d<\/p>\n

\u201cI wonder whether protection may become a more transparent cost. It may even be a competitive advantage for those offering it,\u201d she said.<\/p>\n

Sign up here<\/a> for the monthly New Money Review newsletter<\/em><\/p>\n

Click here<\/a> for a full list of episodes of the New Money Review podcast: the future of money in 30 minutes<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

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