We've had an account with 2CO for about 9 months and have never had a single complaint or chargeback from a customer. Last week, completely out of the blue, they send me an email saying that a payment has been reversed after our customer contacted his bank providing "documentary evidence" that the transaction was unauthorised. I was somewhat surprised that 2CO didn't ask us for our side of the story after being contacted by the customer's bank. Anyway, I contacted the customer and he didn't know a thing about it - infact he had recently paid for more of our services and has been a very good customer for about 6 months so I'm inclined to believe him.

I wrote to 2CO saying that the customer had not complained and that I wanted to see the evidence. They replied very vaguely and said there was nothing they could do without the co-operation of the customer. I replied saying I *had* the co-operation of the customer and again asked for the evidence. Again they ignored my request and said there was nothing they could do.

This is crazy.

The only complaint we've ever had in the past, was with PayPal and they wrote asking for our side of the story before deciding. In this case, the customer hasn't even complained but has still got his money back !!

2CO really are the worst ...

When a charge is disputed by a customer, the card issuer immediately pulls the funds, as does 2CO. There is no grace period given to 'argue' the reversal.

If you have received a chargeback/ dispute notification, please respond with full details including the customer version. When it can be verified, the reversal will be removed.

"respond" where ?? I'm not going to post it in a public forum. And what do you mean by "customer version" ?

One thing you should remeber is that 2checkout act as merchant. They do not and will not dispute any chargeback that is made. If a customer makes any sort of complaint to 2checkout they will immediately reverse the transaction to avoid a chargeback.

Companies like 2checkout are not preprared to raise any sort of issue with card companies because it puts their merchant account at risk.

Basically onyone who buys from you can claim that "I didn't use the card" and they will get their money back no questions asked.

LOL! If you read carefully first post u will notice that customer did not initiated any chargeback procedure. It all looks like on some odd basics 2CO picks random a transaction tell the merchant that it was reversed and puts the money in the wallet :o
Get a paper faxed from customer where he does say that he did not initiated a chargeback regarding that transaction with his singature and a signature of some worker from the issuing bank. Fax it to 2CO, if they do not pay you back they are bunch of scammers.

brokernet,
Respond to the email you received. The "customer version" - the response the customer gave you.

webwrigh,
That is simply not the case. If you re-read the original post, it states the reason he was provided, stated that the customer contacted their bank and provided information.
When customers contact 2CO regarding a dispute, we attempt to work a solution with the vendor. Disputing 'chargebacks' does not put our merchant account 'at risk'.

gngonline,
you have 2 different stories. a customer, and what 2CO provided to the vendor. The customer 'stated' they did not dispute the charge, and 2CO 'stated' that the bank reversed the charge. From that, you draw a conclusion?
I work at 2CO and I wouldn't summarily dismiss the vendor's statements, or the customer's statement.... With the info provided at this point, I can't see how you could draw a conclusion to state "It all looks like on some odd basics 2CO picks random a transaction tell the merchant that it was reversed and puts the money in the wallet "

TomD,

Did you read my first post ??! I quite clearly stated that I have been in touch with 2CO several times about this. My reply to the email went unanswered so I filed a ticket and have communicated with two people: it got me absolutely nowhere.

TomD,

Read again first post. The buyer made another few purchases after the transaction in the case and those purchases are fine. Why does it matter ? Well it does! It tells that the buyer is in good standing with his bank and does have good credit. So lets think this way..why on earth the issuing bank will initiate a chargeback procedure without the card holder request or agreement. The buyer had no clue about this chargeback. Issuing bank error ? i very doubt that, 2CO error? most likely. And it doesnt matter that much as does the rude 2CO treatment and fake "attempts" to help. That was the thing that gave me the reason to think about 2CO charging customers for nothing and blabbing about some "chargeback".
I know you try to defend your company, try harder because your alone on these forums and there is a ton of unsatisifed 2CO merchants. So much ppl cant be wrong same time.

I second that. UNSATISFIED WITH 2CO!

It gets WORSE !!

I just discovered that 2Checkout have fined me an additional $11 for processing a chargeback !!!!!

So they have taken my money, without any reason AND taken more money on top. Not only that, but I only discovered this fine by accident - 2CO did NOT advise me of any fine.

For TomD to say that 2CO attempt to work out a solution with the vendor is not true. This is fairly typical of the sort of email from 2CO:

"Customer has called - he has claimed that he was charged for something he did not want"

Of course the customer didn't return the item "he did not want" and 2CO reversed the transaction.

With regards to the credit card companies I agree that they make the rules and are not really interested in listening to verdors. In fact AMEX do not allow chargebacks to be challenged (according to an email from 2CO). One problem is that companies like 2CO talk about how they are serious about fraud, will help the merchant - blah blah. In reality they do nothing in the event of a dispute. Part of the reason is because card companies will not listen but 2CO would do better to make this clear to merchants.

Originally posted by webwrigh
For TomD to say that 2CO attempt to work out a solution with the vendor is not true. This is fairly typical of the sort of email from 2CO:

"Customer has called - he has claimed that he was charged for something he did not want"

Of course the customer didn't return the item "he did not want" and 2CO reversed the transaction.

With regards to the credit card companies I agree that they make the rules and are not really interested in listening to verdors. In fact AMEX do not allow chargebacks to be challenged (according to an email from 2CO). One problem is that companies like 2CO talk about how they are serious about fraud, will help the merchant - blah blah. In reality they do nothing in the event of a dispute. Part of the reason is because card companies will not listen but 2CO would do better to make this clear to merchants.

I agree completely. There is no protection (or a very very small amount) from chargebacks. A client of ours files a chargeback to 6 out of 9 months of service we provided them. 2CheckOut immediately refunds the 6 months of payment and charges me $145 chargeback fees. Their reply when I wanted help in disputing the chargeback is "unfortunately this is an Amex charge and Amex does not accept any form of disputes". Mostly, they are not interested in the vendor's side of the story but that "you must resolve this with the client". Clients such as these tend not to reply to emails sent to them so there is no way to "resolve it with the client". So the merchant is stuck with 2CheckOut who cannot or has no interest in helping them with the chargeback issue.