Web girl
If you email me the sub id of the transaction, I can look into it for you
[email protected]
However, to let you know, and I do know firsthand how the process works...
Our CSRs are empowered with tools that give them the ability to view many details about a transaction when they are answering emails or on the phone with a customer. Based on the information they have, they make a decision. They are also constantly monitored to ensure that they are following our guidelines and are making good decisions.
The customer might have claimed fraud, that he did not authorize the charge. That he just saw it on his statement, didn?t know what it was, and called CCBill. He might have said that he doesn?t even own a computer, I don?t know.
We don?t like refunds, but we obviously like chargebacks far less. This is the business that we are in. If customers had to mail or fax in a signed website membership purchase order, it would be one thing. We would be able to better dispute chargebacks that way and have it on file if the customer asks for a refund. But that isn?t the case. Ultimately, the tools available to help assure that the cardholder authorized the purchase are limited.
Sure, we have the IP address in the area, a name and AVS match, etc. But how can you
prove that the cardholder had actually authorized the transaction? ...although I do have to give credit to CVV2, which is great in resolving some disputes.
What Brad said was right?in fact, CCBill goes one step further and does not charge you its processing fee on refunded transactions. What we base our fee off of is:
Gross Sales minus Refunds/Returns = amount that we base our fee off of
If you had $100 in sales and $100 in refunds in a pay period, however unlikely that is, although it cost us processing fees to pull the funds from the customers account and to put those funds back in, plus all of the other costs associated with processing, your CCBill fee for that period is $0.00
When we refund a customer, we are essentially crediting you our fee on a sale for the same amount.
Based on our fee structure, it is not in our best interest to issue refunds all of the time. We don't
want to issue refunds any more than you want to get them. But chargebacks are worse, instead of having to reverse/credit a percentage of your revenue back, you can lose your business
As far as being able to ?ban? a customer from the CCBill system, that is an option that we do have. But again, it is a judgment call. We do regularly lock customers out from CCBill.
The last thing I want to do is to come off sounding pompous, but I wanted to let you know our side of it as well.
Perfect world = 0 chargebacks, 0 refunds