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Customer complains she never got a credit

Credit was processed, but can't get rid of this customer



3:50 am on Dec 13, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

Has anybody ever seen a customer credit card credit get lost in the system.

We have issued a credit 2 months ago to a customer, verfied with our merchant provider that the credit was done, seen that it was deducted from our deposit, verified the correct card numbers on the slip, told the customer the company name for the credit and the exact amount, transaction and posting date, told her to search a week either way, etc.

But her bank (credit card company) has said that the credit was never been processed.

I have never seen this in six years of processing 10's of thousands of credit card transactions.

Can credit card transactions (charges or credits) get lost, or is this person trying to scam me.


4:38 am on Dec 13, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

I wonder how many cards she has. Divorced? Bankruptcy?


5:50 am on Dec 13, 2005 (gmt 0)

10+ Year Member

Sounds like its time for a conference call to get it sorted out.


9:59 am on Dec 13, 2005 (gmt 0)

10+ Year Member

Just make sure that your merchant provider double checks with their acquiring bank that the credit has been done and send all the proof on paper to the credit card company before she issues a chargeback.


10:44 am on Dec 13, 2005 (gmt 0)

10+ Year Member

Had that happen, but sure enough, customer found that the credit had already been done, they were just looking past it.


7:19 am on Dec 15, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

Isn't it amazing that the ones that scream at you the loudest usually later find out it was THEIR error?


11:39 am on Dec 15, 2005 (gmt 0)

10+ Year Member

Sometimes you just want to scream at them: RTFM!

Sorry to say, mostly Americans act that way. I have never had a rude customer from the U.K., they seem to listen to what you have to say. Some Americans immediately tell you to do something, otherwise they will threaten to
- contact BBB
- take legal action
- hunt you down and make your life miserable
- a mix of the above.

Who made them king of the universe anyway? I prefer to do something when they ask it to me in a friendly way.


1:40 pm on Dec 15, 2005 (gmt 0)

10+ Year Member

We had this once. I rang up Streamline and they gave us a very long number called an ARN number I think, which she could quote to her bank to verify the refund.

Once I gave her this number, we never heard from her again, so i Guess she somehow overlooked it.

(i'm in the UK btw, so it could be different over there)

Corey Bryant

3:27 pm on Dec 15, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

It can happen. Remember all of this is ran by computers and sometmes there is a hiccup.

Follow up with your MAP and the electronic payment gateway. Ask for a supervisor and maybe even talk to Level 2 or Level 3 support. Get a ticket opened on this and have them track everything down.

Get a name at the issuing bank to also speak with and give them the ticket number. This way, a chargeback will not be issued to you



7:41 pm on Dec 25, 2005 (gmt 0)

10+ Year Member

If you verified it with your processor your job is done. I would ignore the customer from here on out.


12:59 am on Dec 26, 2005 (gmt 0)

10+ Year Member

lgn1, technically it's impossible. The customer mixed something or/and she is too stupid.

Ignore her or avice her to make a chargeback.


2:30 pm on Dec 26, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

The customer did finally call and say she did get her credit after-all.


4:46 pm on Jan 23, 2006 (gmt 0)

lgn1. Here is the deal, Any banking transaction can go astray. When it does it usually will end up in the suspense account of the receiveing bank. They are not always helpful in resolving these matters.
I have seen this before and the easiest and quickest way is to write to the Customer Service Director of the cardholders bank in the strongest terms including all the details you have. Don't forget the ARN number it confirms that your merchant aquirer has processed the refund. Copy the letter to your customer, this may cause a level of embaressment at your bank and they should take action to trace the transaction. The alternative is for the card holder to do a chargeback and then you can provide eveidence that you have processed the refund. The chargeback takes about six weeks to fully resolve and the Customer Service route a couple of days.

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