Thread: Tied up with an idiot

We went ahead and refunded a charge for a new client because what he expected for the service is not what we sell, this came in within 24hrs of the order being processed. We showed full details of the redund yet he is still trying to do a chargeback. I wonder how many banks put fees on top of a person who is "known" to do this sort of thing, anyone know?

Originally Posted by kat

We went ahead and refunded a charge for a new client because what he expected for the service is not what we sell, this came in within 24hrs of the order being processed. We showed full details of the redund yet he is still trying to do a chargeback. I wonder how many banks put fees on top of a person who is "known" to do this sort of thing, anyone know?

If you refunded to the original form of payment you should have no problems.

Originally Posted by kat

We went ahead and refunded a charge for a new client because what he expected for the service is not what we sell, this came in within 24hrs of the order being processed. We showed full details of the redund yet he is still trying to do a chargeback. I wonder how many banks put fees on top of a person who is "known" to do this sort of thing, anyone know?

This has happened to me a couple times before, where a client demands a refund, we process the refund and while the refund is in process (takes up to 3-5 business days to post to their account although the funds leave our account immediately) they still file a chargeback. In some cases the refund will process before the dispute can even take place, but what will happen other times depending on the date of the chargeback/date of refund processed the chargeback and refund will both be processed resulting in a double amount of funds deducted from your account. When you receive your dispute forms however, it states that if this refund amount has been processed then show proof and the money will be put back into your account. It's annoying when this happens because you will still have a chargeback on your records and a double loss of funds for a short period of time, but as long as you show proof the chargeback deducted from your account will always be placed back into your account. The customer does NOT receive a double refund in these cases if that is what you are worried about. Let me know if this helped or any other questions I can assist you with.

Originally Posted by jona123

This has happened to me a couple times before, where a client demands a refund, we process the refund and while the refund is in process (takes up to 3-5 business days to post to their account although the funds leave our account immediately) they still file a chargeback. In some cases the refund will process before the dispute can even take place, but what will happen other times depending on the date of the chargeback/date of refund processed the chargeback and refund will both be processed resulting in a double amount of funds deducted from your account. When you receive your dispute forms however, it states that if this refund amount has been processed then show proof and the money will be put back into your account. It's annoying when this happens because you will still have a chargeback on your records and a double loss of funds for a short period of time, but as long as you show proof the chargeback deducted from your account will always be placed back into your account. The customer does NOT receive a double refund in these cases if that is what you are worried about. Let me know if this helped or any other questions I can assist you with.

Exactly!

I'd like to point out that although there may be malicious customers, more often than not this can happen because of several other reasons all of which seem legitimate in the eyes of the consumer. As Jona123 mentioned, it can take 3-5 business days before the refund posts to the consumer's account. Actually, I have seen cases where it can take considerably longer. Further, if the consumer does not use online banking, they may not "see" the refund for up to 60 days.

One good way to potentially avoid a situation like this is to very cheerfully advise the customer that you are processing a refund and the possible time frames in which that refund may hit their account. Many businesses advise the customer that it may take even up to 90 days before they can actually see the refund. This may help build a little confidence and, of course, good will (After all, isn't that what business is about?) and alleviate a customer's potential concerns.

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