mikie - 1:13 am on Jan 25, 2003 (gmt 0)

99% of our chargebacks come from Amexp consumers. Having once been a Amexp card holder, I know from experience that Amexp "almost" encourages their card holders to complain about almost anything. When they do, the Merchant gets a chargeback. The only exception is large customers, such as, car rental companies.

The other important issue is if you do business with business, specifically small businesses. Amexp targets small business as card holders. I know many small businesses that ONLY have one credit card, Amexp.

I have also seen some Merchants display VISA and MC. If the customer insist on using Amexp, then and only then, will they take Amexp. This probably violates their agreement with Amexp, these Merchants don't really care if they lose Amexp.

Some Amexp card holders know that Amexp is on their side, and will attempt to abuse Merchants. We had one Amexp customer take our UPS account number and started to ship packages with it. When we protested, he filed a complaint with Amexp, and they honored it. After we sent Amexp E-mail messages from the card holder showing his attempts to black-mail our company, Amexp sided with us. But, we lost a lot of time fighting the chargeback.

Our position on Chargebacks is that if we are right, fight the charge back relentlessly. If we are wrong, then concede quickly, and credit the card holder immediately. This creates a "good" record with them.