I ordered a phone from Google that's been lost in delivery. I have Gmail/documents/photos/music... Should I do a charge-back? Sue them in small claims court? I should never have done business with them.
Google's algorithm can flag a chargeback as suspicious, leading you to be locked out.
(GOOG's market cap as I write this is $985B...)
Source: I work there.
Also: I would exhaust all my escalation options before going the cc route. With any retailer.
> Afaiu this doesn't cancel the contract
There is no contract if Google didn't send the phone. The commenter doesn't owe them money for something they failed to send.
> Then, teaching all the fraud detection systems that your exact usage pattern leads to fraud seems unpleasant too.
Or (hear me out, this might sound insane): a fucking human could talk to the customer and flag it as "not fraud". This is how every other company does it.
The solution to getting screwed by an algorithm is not to give in to the algorithm. It's to talk to a human to override it.
The ultimate solution, I hope, is that the next iteration of the federal government is pro-consumer and enforces our UCC rights and/or breaks up Google.
Don't know about your jurisdiction, but in most countries I lived in the law works otherwise. The moment you checked out you have a contract. Seller not sending out the goods is failing their contractual obligations. But that failure does not cancel the contract, only allows you to execute the appropriate clauses of it (some of which usually lead to refund and cancellation). On the other hand, the delivery of goods doesn't usually prevent you from cancelling the contract (you usually have an obligation to return the goods in that case). The clauses injected by laws tend to make this very consumer friendly... But the ones I remember require you delivering a notice of cancellation and I'm not sure if failing payment counts as such (IANAL, I don't even know your jurisdiction, Yadda Yadda).
Packages get lost all the time. They have a process to file it with their shipping partner.