Forum Moderators: buckworks
From what I gather, apparently Mastercard thinks that I'm going to fly out to each customer's house and do each transaction all peachy with a sales draft, a credit card imprint, and handshake. What the hell -- it's not 1955!
These things are a waste of time and always have the same outcome... so should I just toss dispute notices in the trash and try to do better next time?
Tim
It took more than 3 months and I was still charged $10 but I got my payment even though the fellow lied and said he did not receive the merchandise. I'm not sure how PP came to the conclusion I was being ripped as they offered no explanation but I did get my money... less 10 bucks for their trouble. So, I guess you have nothing to lose, argue your case.
Case in point:
-Remote customer orders service, signs order form by fax.
-Later on same customer disputes the changes saying we did not provide the service.
-Credit Card company asks us for documentation, which we send them by fax (order form and emails with the customer which show us providing the service and interacting with the customer)
-About 2 weeks later we were notified that the we "won" the charge back dispute
It is often about proving to the card company that the product/service was requested and delivered. The physical imprint is part of that process, but not the only part. If you have alternative proof, they will often accpet it.
But if all the merchants contested the disputes, then (hopefully, but mostly wishful thinking) it might raise a red flag at the cc company.
Also, there is a big difference between a chargeback notice and a "lookup" notice (I forget the exact term). We often get "lookup" notices because the customer doesn't recognize the charge on their statement. They are usually too lazy to call the number associated with the charge and just tell their credit card company they don't recognize it. Usually, all you have to do id supply documentation about the charge to the CC company, they pass it on to the customer, who slaps his forehead, and the whole issues resolves itself.
In those cases, yes, DEFINITELY respond. Otherwise it does turn into a chargeback.
How about this? We have a dispute with a card holder who says they don't have a clue why a $ 3,700 charge appeared on their card. It could be someone who doesn't want to pay the bill or identity theft. We handle all sales by fax signature and the "customer" signed indicating they did receive the merchandise.
We followed all the steps and wonder if we're going to eat the $3,700?
How about this? We have a dispute with a card holder who says they don't have a clue why a $ 3,700 charge appeared on their card. It could be someone who doesn't want to pay the bill or identity theft. We handle all sales by fax signature and the "customer" signed indicating they did receive the merchandise.We followed all the steps and wonder if we're going to eat the $3,700?
If you have proof that you delivered the product and have a signature, you have (in my opinion) a good chance in winning.
The biggest problem with a fax is that the client can claim that it was not them as you did not physically verify their ID. They can claim that either A) It was someone else's signature or B) That you took a signature from 1 document and copied it onto another. In tha case of fax orders, it is always a good idea to ask the client to snail mail the original as well.
Feel free to PM me of you need specific help.
If you are a mail order merchant - you should consider getting their signature when they mail you the order. If you are internet, then you need to make sure your merchant account is set up properly - since you will not have an opportunity to get a signature.
Plus if you start to get too many of one type of chargebacks, your provider might want to review your business to verify it is legitimate
-Corey
Ive just started an ecommerce store selling easily resold items and some (for me) are quite high priced im truly dreading some of the tur*s who are going to place orders and then dispute.
