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Chargeback errors

     
5:38 pm on Jan 11, 2010 (gmt 0)

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How do you proceed next when:

(1) Customer initiates a chargeback. You contact the customer, they tell you by email they just didn't recognize the name on the credit card statement. They also say by email the merchandise was received and they were very happy with it. I gave this email to Paypal which then sent it to her credit card company.

(2) Her credit card company closes the file anyway in her favor. Paypal says there is nothing they can do plus I'm charged $10 for the chargeback.

(3) Can I turn her over to collections? What would be the next step?

6:30 pm on Jan 11, 2010 (gmt 0)

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WebmasterWorld Administrator lifeinasia is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

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Stop using PayPal. :(

After that, contact the customer, explain the situation, and ask for alternative payment.

7:39 pm on Jan 11, 2010 (gmt 0)

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WebmasterWorld Senior Member bwnbwn is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

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LifeinAsia has a good suggestion but you may not be able to get away from Paypal. So here ar a couple more options.

Contact the customer's credit card company file a dispute to the closure and refile for another evaluation. You can do this. Submit the documents you say you have and you should win this.

Open another dispute for this charge in paypal and have paypal seek payment for this charge.

or call the customer and ask for her CC redo a charge yourself.

or Email her a paypal buy button to complete another charge for the amount your out less the 10 bucks. Can't expect them to pay when they tried to fix the problem with you.

One of the above will work...

4:44 pm on Jan 12, 2010 (gmt 0)

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Thank you for the suggestions!
8:45 pm on Jan 15, 2010 (gmt 0)

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It is the processor that charges you the fee. My processor (First Data) said this fee is charged because they are forced to deal with the paperwork from visa, mc, or amex when a chargeback is issued. If I get the customer to sign something saying the dispute was made in error I usually can get First Data to credit me. Your lucky it was a 10 dollar charge, first data charges 30.
 

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