Chasing money...

[Soli]

Hi Guys,

We did a job for a customer (home improvement) done to customer satisfaction.

Customer paid on debit card and we was waiting for the money to go into bank account. Before it did our card processor terminated our account. We never had a single charge back or did a refund. They deemed us a risk (we had put through over 100k with no charge backs etc)

We provided proof of a real business etc but no budge. Several hundred negative reviews online about the same payment processor.

Anyway long and short we had 2 payments, 1 customer very kindlty did a charge back (after account terminated) and then paid us via bacs. Very kind of him and we were very grateful.

2nd customer not playing ball and does not want to do a charge back so we are sitting on our hands waiting minimum of 4 months to get our money (several thousand pounds)

Question is this.. although the customer paid they are not cleared funds so as far as we are concerned the contract has not been settled.

Our terms and conditions do not mention 'cleared funds' only that payment is due in full via card,bacs etc.

Any where we can go with this? any advice much appreciated. thanks

 

[Mr D]

So 2nd customer has paid in full by card?

 

[Deleted member 226268]

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Who is the payment processor ?

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[Soli]

the customer had paid, we do not have cleared funds however.

Worldpay - Stay well clear, we sent all the proofs they requested and they would only talk down to us on the phone and speak to us like idiots. They lied consistently and said they would investigate after 120 days. When I questions this they said even in 120 days you might not get your money back. We are talking 15k (2 payments)

 

[Socio South West]

Not the wisest move to mention a name and in the next sentence refer to them as liars..... If you want their help to sort out your situation it is very much better to lick than scratch and avoid making inflammatory statements

From what you say at the moment, the customer's card was debited, but the funds weren't credited to your bank. You say the Customer is not prepared to cancel the transaction, so it appears Worldpay are holding the money: You have little option for the time being to work with them to get this resolved. Working with them does not include making frantic threats or wild statements towards them in any way shape or form. Deal with them diplomatically and professionally.

Looking forward, you say you have traded successfully through WorldPay without problems: You have to look at yourselves or your business and work out why they suddenly considered you a risk and withdrew your facilities.

 

[Deleted member 226268]

You have to look at yourselves or your business and work out why they suddenly considered you a risk and withdrew your facilities.

However, that does not justify Worldpay holding onto money which is not theirs, for an indeterminate time.

The OP was asking for advice on how he could get his money back.

 

[Big G]

Question is this.. although the customer paid they are not cleared funds so as far as we are concerned the contract has not been settled.

Our terms and conditions do not mention 'cleared funds' only that payment is due in full via card,bacs etc.

The customer has paid via one of your payment options so if you are asking if you can pursue the customer for the funds again then the answer is no. They have paid but you have not received the funds due an internal issue at your end. The customer can not be held responsible for this.

Have you checked your credit report to see if anything has changed all of a sudden?

Have you checked the terms and conditions that you signed in to with Worldpay as this will be the first route to go down. Check that they have done everything in accordance with their t's & c's and, if they have, then there is very little that you can do. If they have not then you commence legal action for breach of contract.

 

[Mr D]

the customer had paid, we do not have cleared funds however.

Worldpay - Stay well clear, we sent all the proofs they requested and they would only talk down to us on the phone and speak to us like idiots. They lied consistently and said they would investigate after 120 days. When I questions this they said even in 120 days you might not get your money back. We are talking 15k (2 payments)

So the customer has fulfilled his end of the deal - your issue isn't with the customer but with your choice of payment processors.
Can understand the customer not wanting to be involved in your dispute with a company.

 

[The Byre]

Please follow @Big G's advice to the letter.

Were we to be your customer, my guess is that our resident misanthrope and accounts person would have done the same as your second customer - i.e. "We've done our bit, so sort yourselves out!" (I don't know for sure, as she is away this week - though she only pays larger sums by bank transfer.)

There are pitfalls involved in doing a charge-back, both legally and organisationally, as well as a certain amount of faffing about, so there are good reasons someone would be hesitant to oblige you in that way.

 

[Minuteman Press]

As others have said, from the information provided, the customer is not in breach of contract. The issue is between Soli and the payment company. You need to get into rational dialogue with the provider.

Sounds obvious, when dialogue takes place, results are often forthcoming.