Transaction ID

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dyaffe
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Transaction ID

Postby dyaffe » Mon Jan 04, 2016 4:59 pm

I'm trying to return a purchase to an online retailer. Unfortunately, we've mislaid the invoice, but the retailer said we could instead provide the transaction ID, described as a 17-digit combination of letters and numbers that we could obtain from PayPal or our credit card issuer. The transaction wasn't through PayPal, so I called my credit card company, and they said all they could give me was a 23-digit reference number, composed only of numbers, no letters. They said they didn't know what this 17-digit ID was, that it wasn't something they had. The retailer, however, won't budge -- refuses to accept the return without a transaction ID, and refuses to take the 23-digit reference number.

So: is this 17-digit number a standard thing that my credit card company must have somewhere? (And if so, how else can I get it?) Or is the retailer insisting on something that may not exist?


augiedog
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Re: Transaction ID

Postby augiedog » Mon Jan 04, 2016 7:18 pm

It is something fairly standard and would be written on your receipt... which said you have lost. Try asking them to look up that number by providing your credit card number and the total amount charged to your credit card and the day it was charged. If they can look it up with the transaction ID, then they can obtain those other details (although it would be more work for them). They should also have a copy of the invoice if this is a mail order.
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dyaffe
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Re: Transaction ID

Postby dyaffe » Tue Jan 05, 2016 12:05 pm

Oh, I'm sure the retailer could get all this for me if they wanted to -- they just don't want to. But the retailer has told me that my credit card company should be able to provide the transaction ID, and that's where I'm stumped -- the credit card company, which has all that info about date and amount of purchase, number of my credit card, etc., claims that a 17-digit transaction ID is just not something they have. What I'm trying to figure out is whether it's plausible that a credit card company wouldn't create a 17-digit transaction ID for a purchase, or whether they really do have it somewhere and I just haven't figured out what to ask them for.

Vermonster
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Re: Transaction ID

Postby Vermonster » Tue Jan 05, 2016 4:43 pm

What retailer is this? Did you make an account when you placed the order? Did you receive any email from them? If not, you might be screwed.

You can try and play hardball and say you are just going to have to issue a chargeback if they don't sort this out. You would want to talk to your bank about the process for doing this. Explain that you are more than willing to return the item as long as your funds are returned.
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Elijahmex
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Re: Transaction ID

Postby Elijahmex » Tue Jan 05, 2016 5:01 pm

Vermonster wrote:What retailer is this? Did you make an account when you placed the order? Did you receive any email from them? If not, you might be screwed.


Exactly what I was thinking but it seems he did not make an account otherwise he would have all this info
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dyaffe
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Re: Transaction ID

Postby dyaffe » Tue Jan 05, 2016 8:28 pm

Yeah -- alas, no account set up on purchase, and although retailer claimed they would send out an order confirmation and shipment email, they didn't. So the only place we could have found the transaction ID would have been on the invoice, which we did have but don't have any longer. The part that confused me was that they said the credit card company would have this transaction ID, and then the credit card company claimed not to know anything about it. So we may indeed be screwed, I guess. I will get revenge by not ordering from these people again -- you'd think they'd be more interested in being helpful to a customer. . .

Vermonster
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Re: Transaction ID

Postby Vermonster » Tue Jan 05, 2016 11:07 pm

They should have the ability to look up the order by any number of other options. I would initiate the chargeback with your credit card company. Just tell them that you are attempting to return the item and the company isn't cooperating.
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Elijahmex
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Re: Transaction ID

Postby Elijahmex » Wed Jan 06, 2016 7:59 am

dyaffe wrote:Yeah -- alas, no account set up on purchase, and although retailer claimed they would send out an order confirmation and shipment email, they didn't. So the only place we could have found the transaction ID would have been on the invoice, which we did have but don't have any longer. The part that confused me was that they said the credit card company would have this transaction ID, and then the credit card company claimed not to know anything about it. So we may indeed be screwed, I guess. I will get revenge by not ordering from these people again -- you'd think they'd be more interested in being helpful to a customer. . .


The credit card company has a transaction ID and the online retailer probably has it's own. Seems like they are just messing with you.

Do you mind telling us who this online retailer is? I do quite a lot of online shopping and based on your story I don't ever want to have to deal with this company.
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dyaffe
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Re: Transaction ID

Postby dyaffe » Wed Jan 06, 2016 1:19 pm

It's Rock.com -- they sell T-shirts and similar items with a music theme. Products are nice and came quickly, but this hassle (I'm just trying to exchange a shirt for a different size!) seems unwarranted.

Thanks, everyone, for your help.



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