2checkout is very quick (as they were today) to issue a refund to a customer, but what about when the customer is out and out fraudulent. I’m not talking about someone using a fake card, I’m talking about a verified customer lying.

Today, I was corresponding with a customer who wrote in, unhappy with one of our policies. I wrote a reply within 20 minutes explaining why our policy existing, but as soon as I hit “send,” I noticed a mail for 2checkout saying that the order had been refunded! The explanation – the customer claimed she hadn’t made the order.

I know this to be untrue, because I was just corresponding with her! I wrote to 2checkout about this, asking them to investigate, entered comments in the order details, wrote to them again, and I have received no reply.

I guess it’s always the merchant who has to pay for fraud. I would have given the customer a partial refund, but I never had the chance. 2checkout unilaterally reached into my pocket for me!

I wouldn’t use the forum to air this complaint except that 2checkout hasn’t bothered to respond.

Has anyone had similar experiences?

Mike