Recently had a chargeback from a recurring customer (Paysystems). As it turns out, it was an error on the part of their bank, as it was supposed to be a different seller's charge removed. Regardless, Paysystems immediately granted the refund/chargeback, and deducted a $25 fine from my account.

I gave Paysystems proof that it was an error, but they told me I had to get the money from the client, as it's out of their hands. They also refused to remove the $25 charge, but I was at least assured this incident wouldn't be counted against my "ratio".

My question is, would you then go back to the client and ask for the $25 fine, since it wasn't your error that caused this, or would you eat the fine to make sure you keep an otherwise decent ($40/month) client?
Think I'd be seen as petty to ask for this amount? If it was my fault this amount was assessed, I'd have no problem eating it.

If the credit card company/bank admits it's an error, then they should refund the chargeback and all related fees to the merchant. The merchant in this case is paysystems, so I don't understand why they don't want to give you the money back...

Note: you can't ask the client as they didn't initiate it. Now if they initiated it in error, you might be able to ask, but I still wouldn't. Paysystems is the one who needs to refund you the $25...

Paysystems:eek:

Yeah.... I think this is PaySystems.

I switched to them a few months ago and I had a REAL big chargeback.

PaySystem didn't even care about what I had to say.
I recommend you to get another solution.

Not that PaySystems is bad, they are pretty good in almost everything, however when it comes to chargebacks their clients have no words to say.

- Andre

Just from your side of the story, I believe PaySystems should be issuing you a full refund.

Try calling them.
They have good operators there to explain how is everything going.

- Andre

You need to find out if the bank reversed the chargeback. i.e was the amount reapplied to your customers credit card. If this is the case then PaySystems should have received both the initial charge and all fees which they were charged. They should refund you the amount of the charge back and the $25. But it may require some persuasion on your side.

Good luck with it :D

Their fraud detection is really bad...
Got a credit card charged with no real address in it and this is the 2nd time in 1 week.

The chargeback departement do have a lot of problems.

They don't really care about it and they don't reply to emails.

Everything else is real nice.

Well, I wrote the client and told them that they needed to repay the chargeback amount, but not the $25, since it wasn't their fault..not exactly, anyway.
As for Paysystems, they refused to even negotiate the return of the charge or fine/fee. And as for calling them? I'd done that repeatedly, and got the runaround. I was told that the chargeback dept. would return my call. Glad I wasn't holding my breath. This began on the 11th, and I have yet to get a return call for the 5 times I've called.
I'm thinking I'm too 'small' in their eyes to have any negotiating power, so they can ignore or bully me.

The client has agreed to pay for the month that was charged back, so while I'm still out the $25, the good will is worth it, I suppose. But if it happens again for this client....:rolleyes:

Who's bank made the cockup, was it the clients bank, or paysystems bank?

Originally posted by seg fault
Who's bank made the cockup, was it the clients bank, or paysystems bank? Good question. Near as I can tell, it was the client's bank. That would explain Paysystem's reluctance/refusal to reverse anything. Seems to me that each party is shiftng the blame to each other...but it's done now. I'll eat the fine this time to keep an otherwise decent customer. Mistakes happen.