Hello,
I have been trying to contact someone from 2CO but did not hear a single word from you guys. Have even opened a ticket at your helpdesk, but still nothing from you.
We are selling website templates which are non-tangible goods. And quite regularly we face numerous chargeback and refund requests due to the fraud orders (though our policy states clearly that no refunds are available).
And now we have two orders already refunded by 2CO which have blown my mind. The first order was made for $145 however it was refunded for $435 !!! The other one was made for $45 and refunded for $90!
I wonder if there is anyone able to get back to me with at least some kind of explanation on how this is possible. How is the person able to order the template for $45 and request a charge back of $90???
Any response to that matter will be greatly appreciated.
Regards,
Julia Didan
12 Comments »
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those maybe are typos, i saw something like that but it never resulted in more money deduced from the balance than the initial amount, it also appears the full comission is credited to the vendor account (correct me if i’m wrong).
but there is a loophole, i don’t know if it is fixed yet, if someone orders through paypal and then the order is refunded - there is no notification email. it appears paypal refunds are very easy to make comparing to credit card refunds so some paypal users may take advantage of it.
there is still no option to exclude paypal from the acceptable kinds of payment?
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also if it is fraud whatever is stated on the vendor website - the payment processor cannot absorb or credit the refunds / chargebacks on the vendor account. usually administrator refund is done when the customer credit card has been used without his permission (stolen) to avoid chargebacks or those are partial refunds because of a duplicate order. as to my own experience the rest of refunds are passed through to the vendor and it is up to the vendor whether to issue the refund or not, from that point 2checkout handles those things ok.
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thanks daemon
could you please also clarify who should I contact to get my money back since i was refunded twice on each order
and also how can we check if the order was paid by the credit card owner or by someone else? The thing is we receive refund request only after we have already sent the template source files and never before we have not…
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besides, I would really like to hear anything from 2CO team
thanks
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julia08 - From what you described this error sounds like a display error on our sale detail page. There are times when the refund amount reads as more then the transaction amounts but you should only see the transaction amount deducted from your payment refunds, not the double or increased amount. I would need to see the specific sales to provide specific information.
If you have opened a support ticket with us we will reply to you within 48 hours, the majority of the time much sooner. You can also call us and speak to us about the issue. Our phone numbers can be found on our Help page.
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Unfortunately, our tickets were ignored and we did not receive any response.
The same goes for the sales which were refunded with another amounts that were paid. These sales are:
3952001967
3967743459
3952202130
3867359145
And it is not just an error displayed, but we were indeed charged more than paid.
Thank you.
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Hi Julia08 - I apologize if any of your tickets were ignored. If you have your ticket number can you please forward that to me at jzimmerman@2co.com. I would like to review them as tickets should never go ignored in our system. I was able to locate your ticket account but did not see any recent tickets opened on that account in the last few months so if you can provide the ticket number it would be very helpful.
As far as the refunds on these specific sales. You are correct, these refunds did pull additional money out of your account. At this time only 1 of the incorrect refunds, 3867359145, has been applied back to your account. This can be verified in the Adjust column of one of your most recent payments on the 2Checkout payment details page. If you’re not sure how to verify this has taken place please contact me directly as I do not want to discuss the details of your account on this public community.
I have reviewed the other 3 sales you listed and I can confirm that they have all started the process to get the funds back into your account. I will keep an eye on these sales and your account and contact you directly when the adjustment to your account balance has taken place.
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Hi Joel,
Have just sent you an email asking where exactly I can check if the payment was sent to my account to jzimmerman@2co.com but it was not delivered.
Any advice is appreciated.
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I am going to send you an email to the address you have listed on your community account here with instructions on how to verify this. Please try to reply to it and if you receive any returned email error can you quickly post it here if you have the time, thank you. If you do not receive an email from me at your julia08 community account email within a hour or so let me know here. Thank you and sorry for the trouble!
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Thanks Joel, email received and payment is verified.
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Hi Joel,
Just checking how are the things with other three orders.
Thanks
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Hello Julia08 - I have sent an email to you with the details on these sales. 2 of them are in your pending payment adjustment column for next weeks payment. The 3rd sale was just a display error as the correct amount was originally refunded from your account. Let us know if you have any other questions and enjoy your weekend!