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Another Important Way to Prevent Chargebacks

by marciayudkin
7 replies
This is now the second time this has happened to me, with two different infomarketers, so I have to assume it happens a lot. Actually, it's happened the only two times I have returned products in the last year.

I returned a low-quality product for a refund within the time period covered by the guarantee and neither received any communication from the seller nor received a refund to my credit card. I have proof that the return was received one week ago. Not processing the refund promptly is against merchant account rules.

So I have to initiate a chargeback.

This is really stupid behavior on the part of the seller. Because they don't process returns promptly, they will have chargebacks on their record, which increases their costs and puts them in danger of losing their merchant account privileges if it happens too much.

Have other people had this experience when returning a physical product to an online marketer?

Do you agree that it's just smart and prudent to post credits promptly and let the customer know that it's being taken care of?

Marcia Yudkin
#chargebacks #important #prevent
  • Profile picture of the author HomeComputerGames
    Stupid and lazy if it is legitimate.
    Good communication with the customer is crucial in preventing problems and keeps you in good standings with them.
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    yes, I am....

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  • Profile picture of the author Christophe Young
    Yes, totally stupid!

    I always return emails from customers the same day and if someone requests a refund, I offer to help them apply my strategies via coaching. I've reversed refund requests doing this and they always appreciate my quick response and coaching offer.
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    • Profile picture of the author DogScout
      Originally Posted by Christophe Young View Post

      Yes, totally stupid!

      I always return emails from customers the same day and if someone requests a refund, I offer to help them apply my strategies via coaching. I've reversed refund requests doing this and they always appreciate my quick response and coaching offer.
      Very smart. A call and finding out why can also help with future refunds unless the person just blows the question off. Starting the conversation with, "I am going to refund every dime... oh by the way..." should almost always work.
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      • Profile picture of the author marciayudkin
        One week ago? By law they have one month to give you the refund, if I'm not mistaken. Anyways, in most of the situations, I think it's perfectly acceptable to let the customer wait a week or a bit more for a refund.
        This is what it says in the American Express rulebook:

        FAILURE TO PROCESS A CREDIT IMMEDIATELY MAY RESULT IN A CHARGEBACK.

        It doesn't say the merchant can wait one month to provide a refund.

        Marcia Yudkin
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  • Profile picture of the author milan
    One week ago? By law they have one month to give you the refund, if I'm not mistaken. Anyways, in most of the situations, I think it's perfectly acceptable to let the customer wait a week or a bit more for a refund. Sellers are not ATM machines, to satisfy their customer's instant cash needs!
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  • Profile picture of the author Scott Ames
    If they couldn't refund promptly for some reason, ( hey stuff happens ) the very least they needed to do is communicate. People usually understand delays and problems, but not when they are not kept informed.
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    • Profile picture of the author Tina Golden
      FAILURE TO PROCESS A CREDIT IMMEDIATELY MAY RESULT IN A CHARGEBACK
      Marcia, that just means that once they run the card through for a credit, the merchant must submit it right away and not wait a month to do so. In other words, once the company decides to refund you and puts the transaction into action, it must be done right away. It does not mean that they have to initiate the refund immediately.

      Tina
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