Hello, everyone.
On a weekly basis, we receive a chargeback report from our payment system provider.
In this week's report, Rocco's payment for 50,00 EUR was on this list.
What does it mean:
To put it simply - money was credited to the customer's Tsars balance, but in the end, it didn't reach our bank account.
When this happens, unfortunately, we are forced to assume the worst - that the customer willingly/illegally has requested a chargeback,
because we have had a mostly bad experience with these types of situations.
We blocked the customer's account and sent him an informational email to which the customer responded - that he didn't request any chargebacks.
The next step is to request a detailed bank statement from the customer for further investigation.
When we received Rocco's bank statement, we forwarded it to the payment system provider, and they contacted with customer's bank.
Through prolonged discussion payment system provider and customer's bank were able to find the missing payment.
The situation has now been sorted out, and the customer's account has been unblocked.
We are terribly sorry about this inconvenience, but we need to follow the protocol in chargeback cases, no matter if they are true or false.
Regards
Andrei
Hello, everyone.
On a weekly basis, we receive a chargeback report from our payment system provider.
In this week's report, Rocco's payment for 50,00 EUR was on this list.
What does it mean:
To put it simply - money was credited to the customer's Tsars balance, but in the end, it didn't reach our bank account.
When this happens, unfortunately, we are forced to assume the worst - that the customer willingly/illegally has requested a chargeback,
because we have had a mostly bad experience with these types of situations.
We blocked the customer's account and sent him an informational email to which the customer responded - that he didn't request any chargebacks.
The next step is to request a detailed bank statement from the customer for further investigation.
When we received Rocco's bank statement, we forwarded it to the payment system provider, and they contacted with customer's bank.
Through prolonged discussion payment system provider and customer's bank were able to find the missing payment.
The situation has now been sorted out, and the customer's account has been unblocked.
We are terribly sorry about this inconvenience, but we need to follow the protocol in chargeback cases, no matter if they are true or false.
Regards
Andrei