I placed an online order last year on Bkack Friday, cc was charged- No products ever shipped to me. Cannot get my refund for $64.18. No success, after several communications to their customer service., their CEO Yun Zhang, CPO Dongsheng Song, CMO Dave Crosby and COO Elana Fishman. They didn’t even respond to the BBB inquiry. Can you imagine. Be aware. They probably won’t post this.
Why didn’t you dispute the charge with your CC within the 6 month period?
Did you try contacting support rather than attempting to contact C level execs?
Hello @tap25, I looked into this with the team and it seems you put in a dispute with your credit card company. Once that is done there is not much we can do. We did however reply to your BBB inquiry.
Hello, because a chargeback was filed with your bank, the payment is now fully under your bank’s review. When a chargeback is opened, we are no longer able to issue a refund or make changes on our side, since the bank has taken control of the transaction.
Any updates, questions, or next steps will need to be handled directly with your bank, as they are the ones who will make the final decision on the case.
You received this response because I also see that you contacted us about this response.
FWIW, since I have a lot of experience working in this area with chargebacks from the business side and such I can confirm that this is standard procedure for most businesses’ finance SOPs, not just a Wyze policy. Once a transaction dispute is formally initiated through a bank or payment processor, the funds are frozen and the merchant’s payment processor system literally locks out manual refunds to prevent a ‘double refund.’ At that point, everything has to go through the bank’s arbitration process.
The business is required to submit their evidence to the bank (usually the original order details matching the shipping address and the tracking info showing a confirmed delivery by the carrier). If the merchant proves they shipped it and the carrier says it landed on the porch, the bank usually sides with the merchant.
If a carrier accidentally dropped it at a neighbor’s house or it was stolen, that’s incredibly hard to prove. However, if a customer has camera footage proving the delivery truck never actually arrived during that window, that footage is incredibly valuable evidence for the customer to submit to their own bank to win the dispute. But as far as the retail company is concerned, once the bank is involved, the customer service team’s hands are tied. They are literally locked out of the ability to touch the transaction by the payment processor. They can’t refund it, and even if they could they would risk double refund which they absolutely don’t want to do. At this point they just have to tell everybody to go through the dispute arbitration.
Some very large Enterprise companies don’t ever respond to payment disputes. While some have automations set up in their system to do automatic replies. With attaching the appropriate order and tracking information. Sometimes you get lucky and they don’t respond at all and just automatically get a refund. Other times, the merchant proves that the tracking shows that it got delivered to the exact address that was showing on the order, and the bank agrees that they get to keep the money. In general, it’s usually better to give the company a chance to do the refund themselves, and then resort to a payment dispute through the credit card if they don’t do it themselves. Then you get 2 chances. Maybe 3 if you take the delivery company into account.
In fact, in my experience, if something doesn’t get delivered, it is very rarely ever the merchant’s fault that the product didn’t get delivered. The merchant always gets the blame, but most of the cases I have reviewed from a business side (again, I’m not speaking about Wyze here since I don’t work for them) It almost always turns out that either the customer entered the wrong address, or the delivery company delivered it to the wrong place, and the fault has nothing to do with the merchant even though they get all the blame and criticism and bad reviews for it. Poor merchants.
In this case, since the dispute was already filed, just follow up with the bank to see if the dispute arbitration gets approved permanently. My guess is that the blame mostly belongs to the delivery company though. If FedEx was used then the delivery company fault probability skyrockets to 90% likelihood. 
I have had so many times where they screw up deliveries. Sometimes sending them to the wrong City or wrong Street, let alone a neighbor. Or in some cases, I’ve had delivery guys lie and say they delivered it, and then waited 2 weeks before they finally actually dropped it off. FedEx is notoriously bad at deliveries in my experience.
Been there before too, ended up doing a charge back to the CC. Problem easily resolved without the Wyze PIA
OK so OP was a bit misleading, since as soon as you file the chargeback, the CC issues a refund while they investigate. And yes, at that point, most companies will not issue a refund for fear of getting “double dinged”. However in my experience as long as the refund matches the disputed amount and the merchant name is the same, it basically automatically resolves the dispute.
Step 1 should be to work with the company and give them a chance, if that isn’t getting anywhere in a reasonable time, then file the chargeback and work solely with the CC at that point. Once you file chargeback, your point of contact essentially changes.
I have had good luck ordering things from Amazon (including Wyze cameras). Most of my orders are correct but a couple of times Amazon was great returning the money to my credit card when shipping the wrong item.
It is best to order Wyze subscriptions like Cam Plus directly on the Wyze web site.