(chargeback@2co.com): host mail.2co.com[64.128.185.221] said: 554 Service

etc…

Just found this from emails sent the other week. You are blocking an ENTIRE ISP, the largest in one country, NOT even our mail server but an ISP we use just for getting on the internet! That’s crazy.

———————
This is the Postfix program at host xxxxxxxxxxx.

I’m sorry to have to inform you that the message returned below could not be delivered to one or more destinations.
…

The Postfix program

: host mail.2co.com[64.128.185.221] said: 554 Service
unavailable; Client host [xxxxxxx] blocked using Barracuda
Reputation;
http://www.barracudanetworks.com/reputation/?r=1&ip=xxxxxxxxxx (in
reply to end of DATA command)

: host mail.2co.com[64.128.185.221] said: 554 Service
unavailable; Client host [xxxxxxx] blocked using Barracuda
Reputation;
http://www.barracudanetworks.com/reputation/?r=1&ip=xxxxxxxxx (in
reply to end of DATA command)

Etc., all the same.

Serious overkill when you block your customers from contacting you.

>>Timely communication and proper documentation are the two key elements…. Unfortunately, it sounds like both of these things were missing in this instance.

Please don’t tell me that. We replied within 4 days. The proof is in the help ticket referring to the 1st email with all the necessary info to challenge the chargeback (not just delivery info).

We also sent follow-ups asking about it. And resent the info numerous times. We had to post on help tickets and email perhaps 50 times total. We provided copies, download zips, etc.

We also detailed a problem with your mail filter system (evidenced on the help ticket where 2co is still blocking emails we had just sent and checked on if received).

I strongly suggest you have an upload area for chargeback docs, not rely on your email system which IS blocking and filtering emails based on IP/whatever. (Ask your tech people and they will confirm what I’ve said.) Or whitelist every vendor email.

I also strongly suggest you review why help tickets are so often abandoned mid-way through resolving them. Has happened several times on various tickets.

Thanks for resolving this.

First, let me apologize for the inconvenience this has caused you. It is 2Checkout’s goal to give excellent service 100% of the time. Just as you suggested, 2Checkout strives and normally delivers exceptional service. As a long standing and trusted supplier of 2Checkout, we have decided to reverse the chargeback by giving you an adjustment of the sale to your account.

Timely communication and proper documentation are the two key elements in working and challenging chargebacks. Unfortunately, it sounds like both of these things were missing in this instance. Because of that, we wanted to first, give you this one time reversal on our behalf as a courtesy. As well, as explain the intricacies around challenging chargebacks.

Using the order that was charged back on your account as an example, we did not receive the accurate supporting documentation necessary to challenge the chargeback. Each chargeback has a reason for the order charged back, and it is the responsibility of the merchant, in this case 2Checkout, to provide supporting documents to challenge the reason for the chargeback. For example, if a chargeback reason is Not As Described, sending tracking information confirming the product was shipped is not the correct supporting documentation. The customer isn’t challenging the fact that they received the product, they are stating said product was not as described.

It is important to understand the different reason codes for chargebacks, and to provide documentation that coincides with the reason. Hence, the importance of communication from all involved parties.

Thank you for bringing this issue to our attention. We have made a lot of changes and are evolving our disputes department so to remedy the difficulties surrounding Card Not Present payments, and chargebacks. With feedback from our suppliers, we will continue to improve our service levels.

Kindly,
Sebbe