What do you do if you get a $500 order, and then...

Johnathan · 06-12-2009, 01:13 AM

The customer "phones" up the cc company and "pretends" that they didn't order it, and asks for a refund? (After having quickly downloaded all related materials, etc *first*, have the matching i.p. logs, etc and then calls and says "nope, wasn't me")? (For me btw this is a relatively larger order, part of the reason I am more 'concerned' about it).

Do you get really annoyed, and go after them through ever means you have possible (especially because they downloaded most of the materials, you have the logs to prove it, etc) -- or... do you leave it and just continue selling to others, "hoping" they won't be a lowlife/cheat like that?

sahi · 06-12-2009, 01:24 AM

I always go after such people if the product/service they ordered and got, is of minimum $300. I had such instances five times, twice in 2007 and thrice in 2008, and in all these cases I won the case, and my payment processor didn't refund the money to cheaters.

So if you are facing such a problem I would say go after that b*****.

AndrewCavanagh · 06-12-2009, 01:39 AM

If they're dumb enough to go through their credit card company then you're really forced to provide the proof of the transaction...otherwise you can be labelled as a person involved in credit card fraud and lose merchant status (or your paypal account) etc etc.

So yes it's annoying but yes do go to the trouble of defending yourself and letting the credit card processor know exactly what happened.

The logins, optins etc all help. You can even use screenshots of things like the origin of the download.

I had quite a few of these ridiculous transactions found in my favor recently.

Kindest regards,
Andrew Cavanagh

Johnathan · 06-12-2009, 01:46 AM

Hmm,

Ok, actually this is really good to know...

What other steps would you recommend I take (i have i.p. logs/etc).

activetrader · 06-12-2009, 01:47 AM

You know I've had that happened.

A customer downloaded the stuff, two days later e-mails me and says she can't download and wants a refund....

I had logs and proof of download as well but I just gave a refund...

This **** takes too much of your time, effort and it's frustrating to even deal with it..

I understand this is a large order, but let's face it.... it is hard to sell high ticket products... so, since they are asking for a refund they would not have paid for it anyway... if you look at it that way, you are losing nothing since they would not have bought anyway...

you can fight that but you need to decide if the time you allocate to this is really worth it to you...

a credit card chargeback can also hurt your merchant account

LB · 06-12-2009, 01:54 AM

A refund is one thing, a chargeback is another.

If it's a chargeback I would fight it, and it is actually fraud on the consumer's end if they downloaded items and then claimed they didn't know what it was.

Johnathan · 06-12-2009, 02:00 AM

Quote:

Originally Posted by LB

A refund is one thing, a chargeback is another.

If it's a chargeback I would fight it, and it is actually fraud on the consumer's end if they downloaded items and then claimed they didn't know what it was.

Actually, I just realized perhaps I should be getting annoyed at my payment processor then...

I go through an 'intermediary' (i.e., it's not my 'own' merchant account) -- and apparently (I just found out) -- the woman called "them" and asked for a refund, saying it wasn't her order (which from everything I know I would say is 100% b.s., especially the quick 'time' frame)... so this time it wasn't even sent into the cc company as a chargeback, she simply called this company...

activetrader · 06-12-2009, 07:16 AM

Do you think that maybe because the charge shows the name of the company that's different from your company name, she freaked out because of that? Maybe she didn't recognize the name on her statement and thinks it's fraud? Could that be the case?

Quote:

Originally Posted by Johnathan

Actually, I just realized perhaps I should be getting annoyed at my payment processor then...

I go through an 'intermediary' (i.e., it's not my 'own' merchant account) -- and apparently (I just found out) -- the woman called "them" and asked for a refund, saying it wasn't her order (which from everything I know I would say is 100% b.s., especially the quick 'time' frame)... so this time it wasn't even sent into the cc company as a chargeback, she simply called this company...

06-12-2009, 01:13 AM	#1
Johnathan Advanced Warrior War Room Member Join Date: Dec 2008 Posts: 822 Thanks: 257 Thanked 74 Times in 64 Posts	What do you do if you get a $500 order, and then... The customer "phones" up the cc company and "pretends" that they didn't order it, and asks for a refund? (After having quickly downloaded all related materials, etc first, have the matching i.p. logs, etc and then calls and says "nope, wasn't me")? (For me btw this is a relatively larger order, part of the reason I am more 'concerned' about it). Do you get really annoyed, and go after them through ever means you have possible (especially because they downloaded most of the materials, you have the logs to prove it, etc) -- or... do you leave it and just continue selling to others, "hoping" they won't be a lowlife/cheat like that?

06-12-2009, 01:24 AM	#2
sahi HyperActive Warrior War Room Member Join Date: Oct 2008 Location: PK Posts: 243 Thanks: 19 Thanked 29 Times in 25 Posts Contact Info	Re: What do you do if you get a $500 order, and then... I always go after such people if the product/service they ordered and got, is of minimum $300. I had such instances five times, twice in 2007 and thrice in 2008, and in all these cases I won the case, and my payment processor didn't refund the money to cheaters. So if you are facing such a problem I would say go after that b*****.

06-12-2009, 01:39 AM	#3
AndrewCavanagh Senior Warrior Member War Room Member Join Date: Dec 2006 Location: Cairns, Australia. Posts: 3,267 Thanks: 3 Thanked 784 Times in 425 Posts	Re: What do you do if you get a $500 order, and then... If they're dumb enough to go through their credit card company then you're really forced to provide the proof of the transaction...otherwise you can be labelled as a person involved in credit card fraud and lose merchant status (or your paypal account) etc etc. So yes it's annoying but yes do go to the trouble of defending yourself and letting the credit card processor know exactly what happened. The logins, optins etc all help. You can even use screenshots of things like the origin of the download. I had quite a few of these ridiculous transactions found in my favor recently. Kindest regards, Andrew Cavanagh
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06-12-2009, 01:46 AM	#4
Johnathan Advanced Warrior War Room Member Join Date: Dec 2008 Posts: 822 Thanks: 257 Thanked 74 Times in 64 Posts	Re: What do you do if you get a $500 order, and then... Hmm, Ok, actually this is really good to know... What other steps would you recommend I take (i have i.p. logs/etc).

06-12-2009, 01:47 AM	#5
activetrader Advanced Warrior War Room Member Join Date: Nov 2008 Posts: 693 Thanks: 30 Thanked 107 Times in 78 Posts	Re: What do you do if you get a $500 order, and then... You know I've had that happened. A customer downloaded the stuff, two days later e-mails me and says she can't download and wants a refund.... I had logs and proof of download as well but I just gave a refund... This **** takes too much of your time, effort and it's frustrating to even deal with it.. I understand this is a large order, but let's face it.... it is hard to sell high ticket products... so, since they are asking for a refund they would not have paid for it anyway... if you look at it that way, you are losing nothing since they would not have bought anyway... you can fight that but you need to decide if the time you allocate to this is really worth it to you... a credit card chargeback can also hurt your merchant account
	Me

06-12-2009, 01:54 AM	#6
LB Original Warrior War Room Member Join Date: Oct 2003 Location: In the forest. Posts: 2,894 Thanks: 256 Thanked 461 Times in 202 Posts	Re: What do you do if you get a $500 order, and then... A refund is one thing, a chargeback is another. If it's a chargeback I would fight it, and it is actually fraud on the consumer's end if they downloaded items and then claimed they didn't know what it was.
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