Forum Moderators: buckworks
BUT, we have a subscription-based product and we still have a major problem with client who claim to have cancelled, and then charging back.
Now, the clients have not cancelled at all - they just don't want to be paying anymore so they simply charge back instead of contacting us. of course this is hurting us in many different ways. We dispute some of these & win sometimes, but usually lose the dispute.
Has anyone come up with some good methods at avoiding these?
Our terms of service state "no refunds", we clearly tell people that they will be rebilled on the signup page, is there any thing that we can be doing that will ensure a winning dispute?
Any help?
thanks
if they cant provide the ticket number time and date of their instruction then tell them to ram it!
course, u then get the thick twats trying to forge them but hey.....works ;-)
just make sure you add into your t's and c's they need to cancel via this method or else any other request is invalid.
oh and add a "its up to you to keep up to date with our terms" paragraph so that they can't stitch you on that....
who am i telling to 'ram it'? the customer? the merchant provider? telling the customer isn't going to help with a chargeback
have you successfully fought chargebacks with this?
I've sent proof that the service was being delivered, not good enough. sent them a statement that the client never cancelled, not good enough. set proof that the client was actually USING the system after the date they claimed to cancel, not good enough....
the merchant provider will not tell me what they are looking for, for some reason. does anyone know what documentation they are looking for to reverse a dispute?
I've actually called my merchant services provider and told them to tell the customer and the customers card issuer to ram it as if you look at it in plain light of day its theft.
what you need to prove is that the customer is bound by your terms when they sign up, show they have entered into an agreement and you "have " provided services.
also.....this is a biggun.....if your merchant services are not set up for "continious authority" on transactions then they have automatic chargeback rights over you....even if you have provided a service.....cos in the eyes of the card issuer...you didnt have permission to take money...again..and again etc etc
you may find you are only set up for "one time" ecommerce payments.
continiuos auth is cool too cos you dont need their expiry dates on cards so for subscription based services like magazines or bulletin boards you dont have to email punters when their cards expire and risk them going "oh yeah...forgot about that....CANCEL"
oh yes.....you must make punters aware in the terms and conditions that they will be authorising you to take money every month....without having to ask them for permission each time
It's comparable to spam-- if your e-newsletter has a big blue unsubscribe now link and an 800 number, you're less likely to have people "unsubscribing" by reporting you as spam than someone who sends from donotreply@ with no contact information or instructions.
I just called our merchant provider (wells fargo) & they told me that this isn't something they deal with & that it gets handled by the payment processor (verisign in this case) & that they couldn't see how it could make any difference with chargebacks.
does this seem right, or have they led me astray?
it seems like it would have to be something set up by the merchant account provider for it to help with chargebacks, no?
thanks
they can email sales or customer service, and there is a link from their acct management section to cancel their account. they can also call us.
we make note of all of this when we dispute chargebacks, seems to be of no help
its to do with how the charge is processed. whether its flagged as a normal of re-occuring (cont auth) transaction.
the chargeback rules are made by visa and mastercard.
you can beat these off and yes...part of dealing with it in the first place is to make cancelling a subscription straight forward but not obvious.....ie, when they ask..say yes but dont wave a big flag at them
yes, that's whay i have done, but it always comes down to my argument against their lie, and i never win the dispute :(
it's such a one-sided system.
You could also consider lowering your price. This will get you more sales and potentially fewer chargebacks because people are less likely to dispute the fee.
Or consider having a pricing structure such that potentially dissatisfied clients will start at the lower end.
