Event postponed / wont refund and some weird payment system used without my knowledge

Rotty

Rotty

Rotty

Don
Joined
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Booked tickets for an event in Aug and its not postponed until November

Some of people can't make that so asked for refund, they say not refundable as per T+Cs

Though no worries I will get American Express to sort as they are great at dealing with these things

They were all willing to sort and then they sent me this

This payment is not eligible under Section 75 claims as the payment is processed via Stripe. Stripe is a payment aggregator just like PayPal.
A Section 75 claim can only be made where there is a clear contract / agreement between the Debtor (Card Member) > Creditor (American Express) > Supplier (Merchant).

No idea who Stripe are and certainly no idea this is how it was processed

Sounds very dodgy by the event people

Any ideas how to proceed?

Thanks
 
Stripe are very popular.

How did you pay, via their website? If so, their merchant provider is Stripe, like some people use PayPal, Sage Pay, World Pay etc.

Not sure why your bank wont refund it when it goes through a merchant provider (because most online transactions do), but have you tried contacting Stripe?
 
Rotty said:
No idea who Stripe are and certainly no idea this is how it was processed
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I guess this is the problem with payment platforms these days, in that everything is so slickly integrated, when you go through the checkout phase you're likely to miss that the company uses a payment platform to make the transaction.

At a guess your only option is to try contacting Stripe.
 
I was always under the impression you were covered by section 75 as long as you made the payment on your credit card, I didn't realise paying by credit card through 3rd party didn't cover you and have been quite fortunate to get away with this previously, only found out when we went to claim back a villa deposit after flights were cancelled and it was declined as we had used transferwise as a 3rd party ended up having to use travel insurance.
 
Hum, that's interesting. Yeah, as @dan958 says stripe, and others, are a very popular way of porcesing payments and one we've used in the past for large and high profile clients online.

But never knew purchases wouldn't be covered by section 75... really interesting... and quite franky... a load of crap - what online company ISN'T using a 3rd party payment processor??
 
JRJ said:
I was always under the impression you were covered by section 75 as long as you made the payment on your credit card, I didn't realise paying by credit card through 3rd party didn't cover you and have been quite fortunate to get away with this previously, only found out when we went to claim back a villa deposit after flights were cancelled and it was declined as we had used transferwise as a 3rd party ended up having to use travel insurance.
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It's a mistake a lot of people make when using paypal. They assume that because they've purchased something on ebay and for whatever reason they now want a refund that they can go via a bank/card provider for a chargeback/s75.
 
I knew it was the case re PP but I didn't even know Stripe were involved

I have sent them a message on FB
 
Stripe replied v quickly

Hi Gary, sorry to hear that this has happened. We would fully expect the merchant to offer you a refund in this situation, so it's disappointing that this isn't happening.
You are entitled as the cardholder to file a chargeback/dispute in order to get your money back. This actually needs to be done with Amex, so it's unusual that they sent you our way. For context, in the case of any chargeback, it is the card issuer which is responsible for filing it. This is usually your bank (ie. the issuer of your debit card), but since Amex issue their own cards, they're the ones who can help you in this instance.


went back to Amex and filled a dispute form in, see what happens
 
Rotty said:
Stripe replied v quickly

Hi Gary, sorry to hear that this has happened. We would fully expect the merchant to offer you a refund in this situation, so it's disappointing that this isn't happening.
You are entitled as the cardholder to file a chargeback/dispute in order to get your money back. This actually needs to be done with Amex, so it's unusual that they sent you our way. For context, in the case of any chargeback, it is the card issuer which is responsible for filing it. This is usually your bank (ie. the issuer of your debit card), but since Amex issue their own cards, they're the ones who can help you in this instance.


went back to Amex and filled a dispute form in, see what happens
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Amex are a bit **** at the moment with S75 and disputes... I have one outstanding with them involving TravelUp outstanding since April...
 
Jimbeam3678 said:
Amex are a bit **** at the moment with S75 and disputes... I have one outstanding with them involving TravelUp outstanding since April...
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not done one for a bit but they always used to be really good

even had them pay the extra for replacement flights without much fuss
 
Jimbeam3678 said:
I've had the same experience, usually no problems, I guess Covid-19 happened.
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I claimed against Ryanair back in May as i just kept being offered credits or unknown time frames for the refund. Amex were great for me. Maybe just depends on the service agent.
 
Marvt74 said:
I claimed against Ryanair back in May as i just kept being offered credits or unknown time frames for the refund. Amex were great for me. Maybe just depends on the service agent.
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I’ve tried several, 2 hour phone calls etc. Quite a big difference between a dispute - gentleman’s agreement and a section 75 which makes Amex and the supplier responsible..

Not saying you didn’t use a S75 just mentioning it. :)
 
Amex are probably losing a crap load of money (they tend to get used for large purchases for the points), so are fobbing people off right now.
 
CircleFaust said:
fight them all the way. they cancelled not you
you are entitled to a refund
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Not true. OP stated that the event was moved which is perfectly fine and reasonable for them to do that (especially now) and means they don't need to issue a refund as they are still providing the event. If they'd cancelled it and weren't going to refund OP then yes he'd be entitled to a refund but that's not the case.

OP is trying to cancel the tickets and get his money back.

Quartz said:
American Express is a charge card rather than a credit card, isn't it?
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Both are options with Amex, regular credit or charge, it's all down to the type of card and service you choose from them.
 
InvaderGIR said:
Not true. OP stated that the event was moved which is perfectly fine and reasonable for them to do that (especially now) and means they don't need to issue a refund as they are still providing the event. If they'd cancelled it and weren't going to refund OP then yes he'd be entitled to a refund but that's not the case.

OP is trying to cancel the tickets and get his money back.
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Depends on the service agreement. If you order a pizza today and I then tell you actually, you can have it tomorrow at 3am, you rightly are entitled to a refund.
 
muon said:
Depends on the service agreement. If you order a pizza today and I then tell you actually, you can have it tomorrow at 3am, you rightly are entitled to a refund.
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That's entirely different and you know it.

The agreement OP will have accepted will include mentions of refund on cancellation but not postponement, that's nearly always the case. Good event management companies will provide refunds to those unable to attend the new dates but that is fairly rare in my experience really.
 
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