Consumer complaint received 2023-04-28
Company: JPMORGAN CHASE & CO.
State: CA
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:
Dispute claim number : XXXX Credit card ending XXXX XXXX XXXX XXXX XXXX XXXX XXXX, 2022 Billing address XXXX XXXX XXXX XXXX XXXX  XXXX XXXX CA XXXX Reason for decline : Customer did not return purchased item as documented in the original response. Customer swapped items with garbage and returned just a XXXX pound package as shown and evident on the XXXX confirmation documents. None of this was addressed by the cardhold-er. The documents also show the cardholder was the shipper as indicated on the documents under # shipper : XXXX CA. The merchant states it would not provide a prepaid label for customers ' returns unless a defective item was shipped. Issuer provided no supporting documents to allege the merchant was the shipper. Since the cardholder was the shipper, the cardholder is responsible for the pack-ago. 
1. When I returned my item to the merchant I returned as 100 % original package and item, not swapped with garbage.

2. When I received the package I received as defective condition with arrived. I contacted the merchant the first with in 3 days since the return period is 30 days. They told me that they can offer exchange, and provide me a exchange label, then I ask for refund, They told me inorder to get return for refund it need the manufacturer documentation, so they ask me to provide them with the manufacturer notes stats the item is truly defective. So I call the manufacturer which is apple Then I provide them with the next business day, with a email response both picture and written, XXXX case number XXXX, After that then send me a return label for return. 
3. Customer swapped item with garbage and returned just a one pound package as shown and evident on the XXXX confirmation documents. For this first, the exchang label that send to my email, the refund label they send me to email, also the original order shipping tracking number are ALL XXXX tracking label not XXXX as they mentioned. Second for The one pound package both the return label and exchange label they offer me are the Pre paid label, the one pound information is what the merchant they write it on my label, is not the actual weight of the package really is. ( please see DetailedTRACKINGRETURN and DetailedTrackingEXchange PDF ) for reference. Also the original XXXX order tracking number according XXXX website not really indicted what the original package really weights. ( please see orginaltracking.pdf ) 4. All the following information are the correct. I have all the Email history, PDF, XXXX tracking number, manufacturer ( Apple ) documentation support on myside that supports my claim. 
5. Overall : There are many inaccurate information from the merchant, Including XXXX documentation ( actually is XXXX ), One pound ( merchant are the once who put this incorracte imfomration on the label, not I am swapped the item due to the weight no match ). not provide prepaid label for customers returns unless a defective item was shipped ( confirmed with the manufacturer as the merchant requesr as fact a defective item was shipped ). ( And they did provide label ). All the evidence that merchant provided all failed to support their claim. 
6. I returned the item in the original condition as it was delivered in my hand. They must provide a picture when they open my box that garbage is in order to have a strong evidence. I knew that all return must be same item, so I have check my invoice check all the serial number, documents matches on the invoice before I repackaged the original box. If they really have detailed documentation when they check the package, they will not come a garbage answer, because everything are the same. 
7. If they are unable to provide the picture evidence of garbage is when they did the inspection, i will consider it as fraud chargers, in addition, if when they provide a picture for a computer at the time they did the inspection came the answer the garbage it must be the same serial number on my invoice ( so that this can ensure that they did not pick a random computer to titled as garbage or not in original condition ) ( for the serial number on the invoice please see serialnumberontheinvoice.pdf ). 
8. After they approved my return for refund, provide my shipping label with XXXX pound on the lable. And after receiving my return, then they send me an email saying they won accept the return. ( please see the XXXX and XXXX ). This is possible that they did some modification on my package, take evidence submitting as valid charge to the bank. 
9. On all the email I send them, and all the communication. They never told me I was returned garbage Nor provide me the picture in the email. Just simply says won accept the return even as defective. This is against their quotes it would not provide a prepaid label for customers ' returns unless a defective item was shipped. Also this is against their return policy ( please see Returns Policy.pdf ). Or below.

Defective or Damaged Items Defective items may be repaired, exchanged, or refunded at our discretion for the same model or manufacturer 's equivalent model. 

The credit card company declined my dispute with ignore the evidence I provide, and can not prove a strong, directly evidence to prove this order is no issue at all.

Company response to consumer: Closed with explanation