Consumer complaint received 2019-09-29
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2019, I purchased two bottles of a fragrance that was advertised to be authentic from XXXX. The pictures used in the listing were of authentic looking items but what I was received was not. I simultaneously filed a claim with XXXX and XXXX. XXXX instructed the seller to provide a return shipping label per their policies, but the seller never complied and XXXX ruled in my favor but could not provide an immediate refund since a claim was also filed with XXXX. 

XXXX disregarded XXXX judgement and instructed me to return the items at my own cost to the seller. The seller shipped the items from XXXX, provided two different return addresses in XXXX, and a third return address through XXXX. The return address provided by the seller through XXXX is incomplete and is to a breakaway state, XXXX, within the country XXXX that is only recognized by three XXXX XXXX non-member states. The postal code provided is not recognized by any major US delivery company and the postal code does not correlate with the city within XXXX. Had I shipped the items using one of the two addresses provide through XXXX, XXXX would claim that it was never sent to the incomplete address provided through their system. 

I informed XXXX of my inability so return the items to an incomplete address containing a country that the XXXX does not recognize as a sovereign state as was informed that I should ship the item to said incomplete address to a country that is not recognized by the XXXX  that also contains an incorrect postal code not recognized by USPS, XXXX, or XXXX. 

I initiated a chargeback through Visa ( Chase ) on  XX/XX/2019. Visa asked for additional information on XX/XX/2019 after XXXX stated that the items were to be shipped back to the seller using the incomplete address with an incorrect postal code to a breakaway state not recognized by the XXXX or any legitimate postal service in the United States. Additional information was submitted on XX/XX/2019 through Chases online message system. The third party that handles the claims for Visa denied the claim on XX/XX/2019 and stated that the additional information sent using the online message system was corrupted. I was not informed that uploaded file was corrupted or instructed to resubmit said file before being informed of the claim denial. The claim was reopened on XX/XX/2019 and denied on XX/XX/2019. Chase informed me to reopen the claim through Visa on XX/XX/2019. 

Under Reason Code 53 : Not as Described or Defective Merchandise Visas Chargeback Management Guidelines for Visa Merchants states the following : For this reason code, the cardholder must have made a valid attempt to resolve the dispute or return the merchandise. An example of a valid attempt to return may be to request that the merchant retrieve the goods at the merchants own expense.

Attached is the additional information submitted to Visa via  Chase.

Company response to consumer: Closed with monetary relief