Chargeback Unexpectedness ...

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So ..... had my first chargeback.  It was unreasonable and I constructed a rebuttal that was pretty much water tight and the $$ were refunded very quickly.  The day before we left on vacation I got the card holders rebuttal of my rebuttal.  It was horrible.  Words like deplorable, filthy and even worse accusations that involved me man-handling someone out of a car.   I decided that this particular person was never ever going to let it go and because any further costs could be passed onto me and for the sake of my sanity I let it drop.

Well ...... the $$ were deducted, but a few days later, without any additional input from me, they were re-credited to my account.  I have no idea how common this is.  I'm expecting further fall-out and if anyone is interested I'll let you know what happens.

seashanty's picture
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i am sorry.

i am not up on the review sites. is it possible to post a picture in a response or a link to a picture?  your rooms are all so lovely, it would be great to have an image pop up.

agreed, get the link off your website until that spiteful review is buried. 

as an inn-goer now, i always read lots of reviews and if i saw one negative in with loads of glowing reviews, i'd figure it was just that one person. 

 

 

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and remove the TA widget from your homepage UKManiac as it shows that bad review at the top. I wouldn't want people on my site reading that terd's review!

(and an out of date event there while on the homepage)

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I know it hurts, but you were expecting it. You knew who it was from, so that helped soften the blow a little bit. Looking at all the other reviews and personal comments at how wonderful you are, the inn and the whole experience, this one bad apple just bites. I wouldn't listen to them if I was a guest, in the least. "We didn't like it and they wouldn't give us our money back...whinge whinge whinge..."

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Further fall out = 1 bubble on that site we all know.  Not surprised.  Not happy. 

Madeleine's picture
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OK, kiddo, I don't see the review. Maybe it's been yanked? Maybe I'm not seeing it. Get some of your own photos up on that review site. Guests don't really take enough care with their picture taking!

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Woohoo, it does appear to be gone. Hopefully it will never come back.

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Thank you

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Sorry about that. I didn't see the review, but I'm sure you can find a way to reply. And reply in a way that people reading will see the good side of things. For example, we are sorry you didn't appreciate our wonderful views and comfortable bed.

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I will - just need some time to think it through so the positive comes through in my response.  Sad thing is they arrived three hours early and didn't even stay. 

The original chargeback (credit to them) was debited from their account and refunded to me after my rebuttal

The second chargeback (credit to them, re-debit to me) I decided not fight as I knew (largely thanks to you) that the chances of winning were slim and I couldn't risk the additional fees.

Apparently, their credit card company chose to review the case again anyway and decided they didn't have a leg to stand on.  I was incredibly pleasantly surprised when I saw the re-credit to my account.  Obviously they were less pleasantly surprised so "got" me this way.

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Well sounds like this all may be working out right for you.  You got the $ and now the review is gone.  Keep an eye out just in case they emailed them for rewording, TA always a thorn!  Fingers crossed that you can put this one to bed!

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Okay, I remembered your inn's name, so I looked at the review. I would say that this is a great time to use that review to remind people that you honour your reservations and expect them to also honour theirs. Mention all the lovely location, the beautiful inn, the tastefully decorated room. Mention that you are sorry they missed the delightful breakfast. And of course throw in that extraordinarily lovely photos of the inn that show how inviting it all is.

Basically, make her regret writing the nasty review by using it as an advertisement that draws them to go to look at the pictures on your website. The more you pile it on, the more you gain, because so many people will go to see that review to see what negative they can say. And you just use it as a way to draw people into your website to see your real pictures. And at the same time tells them that you keep and honour your reservations and you won't be extorted for a refund.

Oh and tell T/A that she has repeatedly tried to extort you for a refund even through the CC company. Offer to email them correspondence and see if they keep the review up.

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Well said Eric. You are a great coach!

BBBBob

Arks's picture
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I have the opposite problem with limits. Bank of America and Discover keep increasing my credit limit, I guess to make me want to buy a car with my credit card! I'm not falling for it!

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I throw CC companies an occasional bone by only paying the minimum a couple of months a year, rather than paying off the full amount as I do the other 10 months of the year.

Don't know if it makes any difference or not, but the bit of interest I pay them is well worth keeping the cards and all the convenience they give me, and the reward points.

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So sorry this happened to you...there are wingnuts everywhere.

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Oh My!  Did you have any hint that they were so aggressive when they were guests at your B+B?  This kind of behavior is pathological, IMHO.  How do they live with themselves after telling such lies???

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Madeleine's picture
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Sorry, kiddo. That is totally undeserved.

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I am sorry you had to (are) go through this.  Glad that at this point you have won out.  I do worry that this type of thing will get out of hand the more it is spread on the internet. 

CC Co.s should be better at handling these things.  If the merchant has presented adequate proof of reservation (purchase) and has had a good track history - reviews, no or few chargebacks etc. the CC Co should lean to side with the merchant.  There also should be tracking of the card holder to see if this is a trend. 

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copperhead wrote:

CC Co.s should be better at handling these things.  If the merchant has presented adequate proof of reservation (purchase) and has had a good track history - reviews, no or few chargebacks etc. the CC Co should lean to side with the merchant.  There also should be tracking of the card holder to see if this is a trend. 

The CC co makes 3% off the sale from us. They make upwards of 18% when the guest doesn't pay their bill in full every month. The CC co knows which side its bread is buttered on and it's not our side.

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Madeleine wrote:

copperhead wrote:

CC Co.s should be better at handling these things.  If the merchant has presented adequate proof of reservation (purchase) and has had a good track history - reviews, no or few chargebacks etc. the CC Co should lean to side with the merchant.  There also should be tracking of the card holder to see if this is a trend. 

The CC co makes 3% off the sale from us. They make upwards of 18% when the guest doesn't pay their bill in full every month. The CC co knows which side its bread is buttered on and it's not our side.

I got our credit card bill the other day and I had to laugh, not really funny but in awe, it said the min payment is $40, if you make this payment every month you will pay this off in 23 years. surprise  I appreciated the stern warning, this is a diff cc as my other one was hacked, so I give them 'credit' for spelling it out like it is.

We put everything on the card and pay it off each month, and get the year-end print out of all expenses for my tax time.

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Joey Bloggs wrote:

I got our credit card bill the other day and I had to laugh, not really funny but in awe, it said the min payment is $40, if you make this payment every month you will pay this off in 23 years. surprise  I appreciated the stern warning, this is a diff cc as my other one was hacked, so I give them 'credit' for spelling it out like it is.

We put everything on the card and pay it off each month, and get the year-end print out of all expenses for my tax time.

As of 2010 they changed the laws here...

1. They have to clearly indicate all rates in a box (with strict specifications)

2. You have to agree to a credit increase before they offer it. If you agree verbally, they have to get it in writing. (They now badger me with credit increase offers in the mail and on the telephone.)

3. No over-the-limit fees because of holds.

4. Minimum 21 day grace and true grace, interest on new additions can only start on the 22nd day.

5. They must list how long it will take to pay off your bill if you pay only the minimum payment. (What you see on your bill).

6. They must tell you of interest rate increases at least one period ahead of time.

 

Madeleine's picture
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In these parts it's called the 'Schumer Box' after a senator from NY who backed the bill.

Madeleine's picture
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Joey Bloggs wrote:

Madeleine wrote:

copperhead wrote:

CC Co.s should be better at handling these things.  If the merchant has presented adequate proof of reservation (purchase) and has had a good track history - reviews, no or few chargebacks etc. the CC Co should lean to side with the merchant.  There also should be tracking of the card holder to see if this is a trend. 

The CC co makes 3% off the sale from us. They make upwards of 18% when the guest doesn't pay their bill in full every month. The CC co knows which side its bread is buttered on and it's not our side.

I got our credit card bill the other day and I had to laugh, not really funny but in awe, it said the min payment is $40, if you make this payment every month you will pay this off in 23 years. surprise  I appreciated the stern warning, this is a diff cc as my other one was hacked, so I give them 'credit' for spelling it out like it is.

We put everything on the card and pay it off each month, and get the year-end print out of all expenses for my tax time.

You and I are 'deadbeats' in CC co parlance. We pay our bills. Essentially, we are giving ourselves a free loan of someone else's money for 21 days. We do it for the ease of not having to write checks or carry the right amount of cash. And we get the 'points' back in cash. My other cc doesn't have points or anything. It's the kind of card we love to see when we're on the paying end of the charge fees...plain vanilla...

seashanty's picture
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Madeleine wrote:

Joey Bloggs wrote:

Madeleine wrote:

copperhead wrote:

CC Co.s should be better at handling these things.  If the merchant has presented adequate proof of reservation (purchase) and has had a good track history - reviews, no or few chargebacks etc. the CC Co should lean to side with the merchant.  There also should be tracking of the card holder to see if this is a trend. 

The CC co makes 3% off the sale from us. They make upwards of 18% when the guest doesn't pay their bill in full every month. The CC co knows which side its bread is buttered on and it's not our side.

I got our credit card bill the other day and I had to laugh, not really funny but in awe, it said the min payment is $40, if you make this payment every month you will pay this off in 23 years. surprise  I appreciated the stern warning, this is a diff cc as my other one was hacked, so I give them 'credit' for spelling it out like it is.

We put everything on the card and pay it off each month, and get the year-end print out of all expenses for my tax time.

You and I are 'deadbeats' in CC co parlance. We pay our bills. Essentially, we are giving ourselves a free loan of someone else's money for 21 days. We do it for the ease of not having to write checks or carry the right amount of cash. And we get the 'points' back in cash. My other cc doesn't have points or anything. It's the kind of card we love to see when we're on the paying end of the charge fees...plain vanilla...

 

 

I used to do this and then I had my credit limit reduced to $1500   from $3000.  and then even further.  basically shutting me down to $500 ... I used to pay off the balance each month and was not earning them any money.  I also had a credit line of $20000 that, as I paid it down, was reduced.   bank of unamerica.  I called and spoke with three people I could barely understand.  outsourcing at its worst.  terrible.

 

 

 

 

Joey Camb's picture
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We use ours to get the excellent cash back - but the limit wasn't very high ie ran out about half way through the month - howvever not have got it set up with my internet banking so I can pay off chunks throughout the month which keeps me under the limit and it transfers to the card in 2 hours! much better! if I am organised for a whole year I might just get a holiday out of it!

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Silverspoon's picture
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That is exactly how we use our card...paying it off every month and collecting the rewards at this time of year, just in time for holiday gifts!  Savings accounts aren't making much interest but they sure beat paying off an 18% debt!  

Joey Camb's picture
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I have a credit card that does 3% on shopping and petrol cashback - so have got about £300 so far this year! and its all on their dime as we pay off every month!

Generic's picture
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The operative word here is...

LIBEL

Even if they win their case at the CC company, not only can you proceed in small claims, but falsifying information on a sworn statement opens them up to libel charges in a civil case.

Why are people so stupid?

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10/07/2008

This makes me mad, then glad. I hope it sticks this time!

We know you and you are above par in all areas.

gillumhouse's picture
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05/22/2008

Of course we want to know what happens. Your reviews file on T A would show the truth of the matter on an accusation of deplorable, filthy, etc. Obviously you know WHO, can you figure out WHY?? Were you one of those horrible innkeepers who actually stood by the policies in place? Who refused to cave?

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