My Squable with 2CO. Should I write this off? Or Stand Firm!

8 replies
Back In 2009 I paid $49 to 2CO (2Checkout) as I wanted to try out their service.
(For those who are unfamiliar with 2CO, it's an online payment processing service that helps you accept credit cards, debit cards, PayPal, etc).

Their "application process" asked at the time to show them a website that we planned to use their service on. We submitted our main site which links to all our independent sites, however this was not suitable for their approval. I was swomped with other projects at the time, and so from there I totally forgot all about them as it was not a priority.

Last month I received a 2CO newsletter, which reminded me of them again, so I contacted 2CO and told them I had previously paid them $49, but never really used their service. They then gave me a coupon for a new free "application proccess" of which they now charge $10.99.

The following back and forth is the result of this.

2CO: "the business category of products and services that your website represents is restricted by our upstream providers. These restrictions are based on industry wide statistics for your business category."

"It would be appreciated if you could refund the payment of $49 made to you for your services of which we have to this date been unable to make use of."

2CO: "The normal application fee is $10.99 not $49.00. Additionally, a promotional code was used to open this account which waived the application fee. No refund can be applied to this account as no fees were paid."

ME: "A fee of $49 was paid to your firm in a previous application. The approval was halted at the time for similar unclear reasons. Your service was never used by us, and our account was eventually closed. We were recently advised to reapply with a new account and were given a coupon. Your approval process is still not inline with our products, Thus your firm owes us $49.
Please advice if we need to escalate this further."

2CO: "At this time we are not able to refund the fee you paid when submitting your application. The terms and conditions you agreed to as part of your application submission state that this fee is non-refundable. We wish you the best of luck with your business."

So, that's where I am at right now. I did let them know that due to the fact that a payment of $49 was made in order to provide a service which 2CO to this date has "not" provided based on its approval process, I may decide to escalate the matter further.

I understand that my original payment to them was made way back in 2009, and even though the $49 is not going to make or break me, in my opinion, sometimes it's the principal of things that matter at times in business. If I pay you for a service, then provide it, if you are unable to do so based on "your" approval process, then don't sit on my money.

I will keep you posted, however welcome your input / feedback.
#2checkout #2co #customer service #refund denied #squable
  • Profile picture of the author Mark Singletary
    As far as the approval process, I recently had the same misfortune. Despite escalating my request after the first denial and asking for reasons 2-3 times why I was denied I still only got the canned line about industry wide blah blah blah.

    What's funny/sad is that my stuff doesn't have one word of hype, does not use a typical long sales letter, any pushiness, or anything that normally turns people off and it was still turned down. I even showed them other sites that offered the same thing I do and was turned down. It's in as "safe" an industry as it can be in. I just don't understand why.

    This was after they their fraud department alerted me that I needed to provide the approval number from the credit card company to prove I could use this card. After I did they said the number was wrong which resulted in another call to the CC company for verification of the number. They said that the original number they gave me was right. I reported that to 2CO and they again said I was wrong (i.e. a fraud). I then wrote a letter saying I don't know what to say but this is what the bank said the approval number was. Then they recanted and said they had made a mistake and the original approval number I gave them was right.

    Taking the fee without an adequate explanation I think is wrong. Otherwise it's "just because I said so".

    At this moment, needless to say I am NOT a fan of 2CO.

    As far as your decision - look at the ROI on time and investment and see if it works out. A simple request may be worth the effort but other than that how broke are you willing to go to get your $49 back?

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  • There is no point in squabbling with them.

    Unless the $49 is a small fortune to you, you are (a) wasting a lot of your time (more valuable than the $49), and (b) if you argue much more with them, they might just tell you to forget it, and won't let you use their service anyways. So you'll have to find someone else.

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  • Profile picture of the author JoeMack

    I agree with InternetSuccess. This just isn't an amount that you should be wasting your time and energy on, especially since you gave them the payment in 2009.

    Also, why should they refund you the fee just because you didn't end up using it? Especially after over 3 years?

    I used 2checkout for years without incident.

    Much Success,

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  • Profile picture of the author A8ch
    This one is tricky.

    I am not legally trained, but it seems to me that a non-refundable application fee ought to take effect at the completion of the application process. If that process is stalled at the outset, as your example seems to indicate, then it is incomplete and, in my judgment, the fee is not earned. On that basis I would support your position to press on simply as a matter of principle.

    But then, what may appear to be common sense to the average person may not necessarily be compatible with legal precedent. I suppose one could also argue that a non-refundable fee means exactly that, non-refundable, regardless of the application outcome.

    Sometimes escalating such matters to the right person higher up the company's food chain, who has the authority to waive policy, can get you the results you want. And there is always someone in the administrative hierarchy who has that power.

    Personally, I would only pursue a resolution on something like this, on those occasions I had nothing better to do... just for the hell of it!

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  • Profile picture of the author Paul Guilfoyle
    Assuming even that you can win how much time are you prepared to spend for $49?

    Wouldn't your time be better spent earning that money or doing something towards learning how to earn that money. There are many examples on the WF of how to make residual income. That way you can do the work once and get paid over and over for the same effort which seems to be the direct opposite of what you might end up doing by spending more time on this. I know which alternative I would chose.

    Good luck and all the best

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  • Profile picture of the author Alexa Smith
    Originally Posted by stoltingmediagroup View Post

    2CO: "At this time we are not able to refund the fee you paid when submitting your application. The terms and conditions you agreed to as part of your application submission state that this fee is non-refundable.
    If that last part's actually correct, I'd honestly walk away from it, myself, Arnold.

    You might be able to get the $50 back, of course (perhaps especially if you use words like "publicity" and "goodwill" and "online reputation" in discussing it with them?) but at some point you have to question whether the effort/energy is worth it? :confused:

    If it really did state "non-refundable", I'd let it go, myself.
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    • Originally Posted by Alexa Smith View Post

      If it really did state "non-refundable", I'd let it go, myself.
      When you sign up they make you check a box that links to these 2 links below.

      If anyone can find a line that reads: "You pay fee, we no like, you screwed",
      then let me know. (wording might differ slightly).
      Arnold Stolting - Stolting Media Group
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      "They Are FANTASTIC!" - Willie Crawford.

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  • Profile picture of the author PerformanceMan
    Get real dude. Nobody's giving you a refund from 2009. Time to move on
    Free Special Report on Mindset - Level Up with Positive Thinking
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