What is the name of your state? AZ
I am an online retailer. I received a chargeback in Dec, and sent in a rebuttal that the merchandise was shipped and delivered. In the customer's complaint she stated she had contacted us via email and telephone, which we disputed as we had not received any compaints from this customer, and the sale was just short of 90 days old. We had delivery confirmation but did not require a signature. When the chargeback came back the second time and was declined (becase of NO signature) and closed, we also received the supporting documentation the customer had used in her complaint which was a copy of the emails she sent. We were then made aware that we were not the company she had the dispute with since the emails were not to us.
I contacted my merchant account processing company and they said once it is closed it's over regardless of the new information we has received showing the error. They are not willing to do ANYTHING for us. I have since contacted the customer who confirmed she did receive our goods and that we were not the company she had the problem with. I have requested that she contact her bank, and she agreed, however I don't believe she has done so.
We are out fees for two chargebacks and the monies from the sale. Because we are an internet company of course the sale was Out of State.
Any suggestions other than writing it off as a cost of doing business? Basically this is theft in our minds by the issuing Bank, Bank of America.
I appreciate any feedback, advice anyone can offer. Thanks for your time.
I am an online retailer. I received a chargeback in Dec, and sent in a rebuttal that the merchandise was shipped and delivered. In the customer's complaint she stated she had contacted us via email and telephone, which we disputed as we had not received any compaints from this customer, and the sale was just short of 90 days old. We had delivery confirmation but did not require a signature. When the chargeback came back the second time and was declined (becase of NO signature) and closed, we also received the supporting documentation the customer had used in her complaint which was a copy of the emails she sent. We were then made aware that we were not the company she had the dispute with since the emails were not to us.
I contacted my merchant account processing company and they said once it is closed it's over regardless of the new information we has received showing the error. They are not willing to do ANYTHING for us. I have since contacted the customer who confirmed she did receive our goods and that we were not the company she had the problem with. I have requested that she contact her bank, and she agreed, however I don't believe she has done so.
We are out fees for two chargebacks and the monies from the sale. Because we are an internet company of course the sale was Out of State.
Any suggestions other than writing it off as a cost of doing business? Basically this is theft in our minds by the issuing Bank, Bank of America.
I appreciate any feedback, advice anyone can offer. Thanks for your time.