Quote:
Originally Posted by CAMOKAT
You must be dealing with total idiots. Signing slip for certified letter is not admission of guilt. All they would have to do is send you letter with request to validate debt and you will end up spending more on postage in the future. You will be required by law to provide detailed explanation of debt, your license, payment agreements.
I have mainstream merchant account and even that account comes with ?digital transaction? crap that basically says I can?t fight chargebacks because I don?t have sufficient evidence to prove that the card owner himself committed fraud. You?ll have 30 days to do all that or its cease and desist.
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I wouldn?t call them idiots. They already have a bad impression of this industry and they are usually surprised to find articulate and trusting folks at the other end.
I never said that a return receipt was an admission of guilt nor do I want to imply so. It lets me know that the person I'm accusing received my complaint. If they don't answer, I move ahead with collections. If they respond, we talk about it.
Once the person is on the phone it's usually resolved. More than half the time, the person did not recognize the charge. We give them that option as a way out in the conversation. They signed up for dirtyporn.com but was billed by cleancompany.com. We settle on the membership fee and the chargeback fee.
Once in a while, I will call the customer before the chargeback grace period ends and work it out with them. Once that happens, I send a letter to the bank letting them know about the conversation. The bank sends the letter to the customer for verification and the chargeback is reversed.
It's all in how you work with the customer. They need to be treated in a friendly/civil manner as well as need to feel that you operate in a way to protect their interest. Thus, they should work this out with you.
Regarding your comment on ?digital transaction?, I answer every chargeback with whatever information I have. I have a form that I call ?Transaction Details? it?s basically an invoice with our merchant name address etc. but rather than using the word invoice it says Transaction Details. I populate it with everything from the merchant interface including customer info, card number, AVS response, CVV2 response, site name, IP address and the additional info from MaxMind. I include a cover memo that simply says we believe the charge to be true based on the supporting data and the customer may not recognize the transaction on their statement. This is particularly useful for international customers because, again, most of the time they don?t recognize the charge on their statement. I have a very high success rate with this.