- Original Poster
- #1
Hi,
I'm wondering if someone can advise if this is a feasible or a complete non starter.
We carried out some work for a client a couple of months ago who paid via credit card. The client complained directly to us that the work was not completed properly which we looked into and provided all of the photographic evidence (we always take 'exit' photographs of all work we carry out), as well as a copy of the email trail with the client. Some of the client claims were outrageous and on submission of our material the client backed down.
The next thing that happened is that the client contacted their credit card issuer and we had their payment to us chargedback - and our merchant asked us to provide whatever details we could to defend the claim. We submitted the same photographic evidence and emails to the merchant as we did the client and had our payment returned.
Now, the point of the post. Our merchant charged us a fee of £49.06p to process the original claim which I am told is not reclaimable even though we were found to have delivered a service as required and the credit card payment (£242) refunded. I've spoken to the merchant who have advised the fees cannot be refunded and that discussion has come to a dead end. We work on fine margins and the £49.06p charge means we've lost money on a job that we carried out as requested. Do we have any grounds for asking the client to pay this charge and, if we had to, pursue it through the small claims process?
Regards
I'm wondering if someone can advise if this is a feasible or a complete non starter.
We carried out some work for a client a couple of months ago who paid via credit card. The client complained directly to us that the work was not completed properly which we looked into and provided all of the photographic evidence (we always take 'exit' photographs of all work we carry out), as well as a copy of the email trail with the client. Some of the client claims were outrageous and on submission of our material the client backed down.
The next thing that happened is that the client contacted their credit card issuer and we had their payment to us chargedback - and our merchant asked us to provide whatever details we could to defend the claim. We submitted the same photographic evidence and emails to the merchant as we did the client and had our payment returned.
Now, the point of the post. Our merchant charged us a fee of £49.06p to process the original claim which I am told is not reclaimable even though we were found to have delivered a service as required and the credit card payment (£242) refunded. I've spoken to the merchant who have advised the fees cannot be refunded and that discussion has come to a dead end. We work on fine margins and the £49.06p charge means we've lost money on a job that we carried out as requested. Do we have any grounds for asking the client to pay this charge and, if we had to, pursue it through the small claims process?
Regards
