Update… We Won The Charge-Back!

This of you who read my blog regularly might remember a post from a couple weeks ago where I told the story of an angry customer that disputed their credit card charge after we had to call the police to have their daughter removed from our Service Center.

Today we received a notice in the mail that after reviewing the incident, our merchant card processing company sided with us and reversed the charge-back!

That means that our customer’s credit card was debited again for the transaction and the money from that debit was deposited back into our bank account.

I can honestly say that I was SHOCKED to win this. Even when businesses have all of the proper documentation – a signed receipt, a copy of the return policy, and a signed delivery receipt – only about 30% of properly documented charge-backs are reversed.

I genuinely hope our customer contacts us now so we can get them the computer they paid for. Even though there has been a lot of back and forth throughout this process, we still have an obligation to provide them with a computer and the remainder of their one year warranty. I guess I will wait to see what happens!