- Original Poster
- #1
Hi all,
I have business that's been opened for about 1 year now, i recently found great efficiency in being able to accept online card payments, having used Stripe i needed to switch providers for faster processing times and lower rates.
I now use Sage as the payment gateway and Worldpay as the merchant. I raised an invoice where the client could pay for it online going through Sagepays secure checkout and the payment went through perfectly fine but after 7 days of waiting it's not reached my business account. I took the phone this morning speaking to Worldpay which took me a good 5 hours to actually get an answer after being thrown many reason why the money has not come to me yet.
The conclusion was a risk of a chargeback, they've decided to hold the payment for 120 days and after that120 days they will do a review, which will entail sending documents to them with a chance of that review failing and me not receiving the money.
I have only had a single transaction go through worldpay and this is what they've stopped. The invoice was for a customer who we built a PC for and installed, satisfactorily in one of their offices about 2 weeks ago, i've paid for all the parts from the supplier and had confirmation from the client that they are very happy.
Worlpay told me that the reasons why believe a charge back may occur on this transaction was due to but not limited to
1. The address of the business (Serviced office)
2. The nature of the business (Computer sales and IT Services)
3. The nature of the transaction
When Sagepay capture the payment, it undergoes an fraud screening which enables them and i to see the fraud score and whether or not the transaction has been declined for fraudulent reasons, all come back perfectly fine and i had no reason to believe money wouldn't hit my bank.
I asked World pay to refund the money to the customer, that way there would be now no valid reason for you to need to hold the money for a risk of chargeback, they refused and said they're not authorized to do that and neither are Sage pay that the money will still be held for the full 120 days. I also requested if the decision to hold the money can be overturned if i provided the documents today which would show the invoice to the client, the invoice from my supplier, emails and confirmation to and from myself and the client that shows they are happy with the service etc and are happy to pay but that again was refused and can only happen after the 120 days.
I'm really struggling here because that invoice is my months rent, food and baby costs. I cannot wait 120 days
Has anyone has a similar experience or perhaps can throw some advice on what to do? I cannot afford to seek legal advice.
Many thanks.
I have business that's been opened for about 1 year now, i recently found great efficiency in being able to accept online card payments, having used Stripe i needed to switch providers for faster processing times and lower rates.
I now use Sage as the payment gateway and Worldpay as the merchant. I raised an invoice where the client could pay for it online going through Sagepays secure checkout and the payment went through perfectly fine but after 7 days of waiting it's not reached my business account. I took the phone this morning speaking to Worldpay which took me a good 5 hours to actually get an answer after being thrown many reason why the money has not come to me yet.
The conclusion was a risk of a chargeback, they've decided to hold the payment for 120 days and after that120 days they will do a review, which will entail sending documents to them with a chance of that review failing and me not receiving the money.
I have only had a single transaction go through worldpay and this is what they've stopped. The invoice was for a customer who we built a PC for and installed, satisfactorily in one of their offices about 2 weeks ago, i've paid for all the parts from the supplier and had confirmation from the client that they are very happy.
Worlpay told me that the reasons why believe a charge back may occur on this transaction was due to but not limited to
1. The address of the business (Serviced office)
2. The nature of the business (Computer sales and IT Services)
3. The nature of the transaction
When Sagepay capture the payment, it undergoes an fraud screening which enables them and i to see the fraud score and whether or not the transaction has been declined for fraudulent reasons, all come back perfectly fine and i had no reason to believe money wouldn't hit my bank.
I asked World pay to refund the money to the customer, that way there would be now no valid reason for you to need to hold the money for a risk of chargeback, they refused and said they're not authorized to do that and neither are Sage pay that the money will still be held for the full 120 days. I also requested if the decision to hold the money can be overturned if i provided the documents today which would show the invoice to the client, the invoice from my supplier, emails and confirmation to and from myself and the client that shows they are happy with the service etc and are happy to pay but that again was refused and can only happen after the 120 days.
I'm really struggling here because that invoice is my months rent, food and baby costs. I cannot wait 120 days
Has anyone has a similar experience or perhaps can throw some advice on what to do? I cannot afford to seek legal advice.
Many thanks.
