Does 2CO fraud dept people ever bother to ask before processing the refunds?
Our hosting sales were refunded without asking us. We already received Order reviewed email with passed status for the sale and therefore our hosting site processed the order, registered the domain for the client and setup hosting also. Everything was done, then after a few days, a man in Fraud dept thinks the sale was fraudulent and refunded the whole order to the client at his own decision. What does it mean? does he not care to ask the vendor before doing that?
Who will compensate the fee we paid for the client’s services?
2 Comments »
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The short answer is “yes.”
That, however, probably doesn’t help you understand what may have occurred to your order.
Fraud screening can be multi-step. Some (the overwhelming majority) will automatically be accepted or declined (a number of previous blog entries cover thís ín more detail).
The minority get flagged as requiring manual review.
A smaller fraction of these may require a supervisor’s review as well.
Generally, all of these reviews happen within hours.
If an order was subsequently re-reviewed something about that order was probably linked to actual fraud experienced by 2CO. It could be that a chargeback was experienced by another vendor and the information about that sale indicated that the same was likely to happen to your order. It could be that the cardholder called and reported unauthorized activity.
I’ll flag your query for a response by a Fraud Department rep. If you haven’t opened a support ticket you may wish to do so to enable them to research your account utilization more readily.
Our Fraud Department is one of the best in the business on any number of levels and they welcome the opportunity to share their knowledge with our client community.
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starcom,
I had noticed that currently you aren’t subscribed to receive all email notifications from 2Checkout. To ensure that you receive all communications from 2Checkout you will want to update the email subscriptions for the username in your account.
To update the email subscriptions for the username on your account you will log in to your account and then click the Account tab. On the Account tab click the User Management sub tab. On the User Management page click the blue Edit Profile link on the right side of the page. After being redirected to the Edit User page you will then select any emails that you wish to receive from the Email Lists section on the right side of the page and then click Update Subscriptions.