Quote:
Originally Posted by BNMedia
There's been a similar thread to this a while back but I want to touch on this again.
I had a member sign up today, download what he wanted and then contacted me and the biller (Epoch) to say that he could not download the content and demanded a refund.
I checked our Strongbox reports and saw that ha had in fact downloaded several GB of content so was just trying to pull a fast one. Meanwhile Epoch just refunded him without even contacting me first!
I've expressed my anger to Epoch regarding this but it seems that they are shift scared of charge backs and want to remain whiter than white!
So, how do we fight these bastards? It's these sort of people that up the content to file lockers and then post on forums.
Do we threaten to rat them out publicly on their Facebook page or something or do we remain professional and move on?
I always try and remain professional but this incident has really rattled my cage today!  |
I get your frustration. I think that every processor that you allow to handle your customer service for you would have handled it the same way. The best way to overcome this is like some others have said: get your own merchant account, and hire a customer service team to handle these calls for you. Often times, you can talk customers out of a refund if you handle it properly, and even have them continue to be customers, or at least come back to you again in the future.
I'm actually the Operations Manager for Adult Support Systems, which is a leading customer service outsource solution. I would love to talk to you about how we can take care of your customers for you, increase your retention and sales, and lower your chargeback ratio. You can email me at
[email protected], or add me to skype at: shauna.ass. I look forward to talking to you about this further.