Charge backs

anandp · Feb 26, 2010

Hi all,

Hopefully a question some of you experienced e-commerce people can answer!

I have had 2 recent charge backs on credit card bookings made for some taxi journeys. Both bookings were completed.

However this past week, I have received charge back requests for both. Upon phoning the customer (2 diff people), and confirming their names on the phone, they are the card holders too but do not seem to care what is going on and seem to be oblivious to the charge back process.

Any suggestions on what I can do in this situation?

Anand

agriya · Feb 26, 2010

You can probably fight the chargeback if you've got the booking records for pickup at the address? We tend to fight all our chargebacks, some win, some don't, but it's a lot harder on the Internet when you are shipping digital products.

If the person you picked up is the same as the cardholder, I'm certain you can fight it.

Peter

TotalWebSolutions · Feb 26, 2010

Hi Anand,

Were the payments made over the phone or via a website? If the latter and using 3D secure then you would have a better chance of having the charge-back reversed, as there is more chance of liability shift from the merchant to the bank. However, if it was done over the phone then the chance of a liability shift is greatly reduced, in which case you will have to look at the advice suggested by Peter.

Simon

anandp · Feb 26, 2010

They were both over the phone but the customer is even denying doing the chargeback.

As I use a Sagepay log in from another firm, they are saying the only thing a bank will accept is a signed receipt. On one of the pickups, the billing address and pickup address was even the same!

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