We have had confirmation that one of the charge backs has been personally canceled by our customer however we have yet to receive any update from 2Co on this. In fact when I asked 2CO to confirm this with the credit card company I was told that the employee could not contact the credit card company as the line was busy. I was told this on two separate occasions. The first was when I send proof of shipment to be faxed to the credit card company as well as when I requested the credit card company be contacted for updates in to this.
First of all, what kind of excuse is that? Is it the position of 2CO to say that they cannot even call the credit card company to deal with a charge back that 2CO charged me to handle? This was not a minor charge back mind you, it was a charge back of $ 6262.37 USD. That is a major amount of money. Enough for us to stop accepting credit cards through 2CO service for good. What was the $15 charge for if 2CO is going to tell me that they cannot call them to deal with this? I fail to see any vendor protection or any standardized services put in place to protect vendors with this occurrence. At this point I see a charge back, I see paying for the dispute and I see a message from 2CO saying “we cannot contact the credit card company to help you with the dispute, sorry”.
Paypal on the other hand, as well as some other credit card vendors do seem to have some very good standardized policies in place to protect vendors from this. I believe that there are account managers in place that you can contact personally if there are issues with your account. In 2CO’s case even with big vendors you have to open tickets and email random 2CO employees to get help.
I have had confirmation from the customer that the charge back is canceled and therefore I would like to see the money deposited back in to my account. I have forwarded the message to 2CO for this and would like them to call the credit card company and verify this as well as get updates to the charge backs on my account.
So far to this request all I have gotten is “I have also contacted them by email to see if they are having problems with their fax machine and to see if they have an alternative fax number. ”
I do not want to hear the excuse that the phone line was busy so you couldn’t get these updates. 2CO should have adequate contact information on all credit card companies they process orders with and have the phone numbers on speed dial.
Thank you for you time in this matter.
